Refund & Return Policy

Customers are encouraged to report any visible damage, manufacturing defect, or incorrect item within seven (7) calendar days from receipt of the order so that CHARLÉ can promptly assess and address the concern.

A return may be approved when an item is verified to have:

• •A manufacturing defect;
• •Damage attributable to handling or delivery prior to receipt;
• •An incorrect item, color, variant, or product sent by CHARLÉ; or
• •Another condition that gives rise to a remedy under applicable law.

The seven (7)-day reporting period is intended to facilitate prompt assessment of delivery-related and visible product concerns and does not limit any consumer rights or remedies that may be available under applicable Philippine laws or warranties.

For approved returns, the item should, where reasonably applicable:

• •Be unused and unworn;
• •Remain in substantially the same condition as received;
• •Include the original tags, accessories, inclusions, and protective materials;
• •Be returned with its original packaging; and
• •Be accompanied by valid proof of purchase.

CHARLÉ may assess the condition of the returned item before determining the appropriate resolution.

These requirements do not limit any rights or remedies that cannot legally be waived under applicable Philippine law.

Customers are strongly encouraged to record an unboxing video showing the parcel, packaging, and condition of the item immediately upon opening.

An unboxing video may be requested as supporting evidence for damage or delivery-related claims. CHARLÉ may also request photographs, videos, packaging information, proof of delivery, or other reasonable documentation necessary to properly assess a concern.

The absence of an unboxing video will not, by itself, prevent CHARLÉ from reviewing a legitimate product concern.

CHARLÉ pieces are crafted from genuine leather. Natural variations in grain, texture, tone, creasing, and other surface characteristics may occur from one piece to another.

These natural characteristics are inherent to genuine leather and are not, by themselves, considered manufacturing defects.

This provision does not exclude legitimate claims involving structural defects, defective workmanship, faulty hardware, or other conditions that materially affect the product's intended use.

CHARLÉ does not generally accept returns, exchanges, or cancellations solely due to:

• •Change of mind;
• •Personal preference;
• •Change in color or style preference after purchase;
• •Incorrect selection made by the customer;
• •Failure to review product details before purchase; or
• •The customer's decision not to proceed with an order that has already been confirmed.

Customers are therefore encouraged to carefully review the product description, dimensions, color or variant, and order details before completing payment.

Pre-order items are reserved specifically against confirmed orders and require full payment upon checkout.

Confirmed pre-orders are generally not cancellable solely due to a change of mind, personal preference, or the customer's decision not to wait within the stated estimated fulfillment period.

Pre-order fulfillment timelines are estimates and may be affected by production schedules, international shipping, customs clearance, logistics, or other unforeseen circumstances.

Nothing in this policy limits any refund, cancellation, replacement, or other remedy that may be available to the customer under applicable Philippine law.

Please refer to CHARLÉ's Pre-Order and Shipping Policy for additional information regarding estimated fulfillment timelines.

Sale, promotional, and discounted items are generally considered final sale and are not eligible for return or exchange solely due to change of mind or personal preference.

However, sale or discounted items remain subject to applicable consumer rights and remedies for defective, damaged, incorrect, or otherwise non-conforming products.

Special-order or customized items are generally not eligible for cancellation, return, or exchange due solely to change of mind or personal preference once production or fulfillment has commenced.

This does not exclude remedies available under applicable law for defective, damaged, incorrect, or materially non-conforming products.

Customers are encouraged to inspect their order promptly upon delivery.

If an item arrives damaged, defective, or incorrect, please contact CHARLÉ as soon as reasonably possible so that our Customer Care team can review the concern and determine the appropriate resolution.

Depending on the circumstances and applicable law, the appropriate resolution may include repair, replacement, exchange, refund, or another appropriate remedy.

Approved exchanges are subject to product availability and assessment by CHARLÉ.

The item must satisfy the applicable return eligibility requirements before an exchange may be processed.

If the requested replacement is unavailable, CHARLÉ may provide another appropriate remedy in accordance with the circumstances and applicable law.

For returns arising from customer preference or other circumstances attributable to the customer, the applicable return shipping costs shall generally be borne by the customer.

For defective, damaged, incorrect, or otherwise non-conforming items attributable to CHARLÉ, return and replacement shipping arrangements will be handled by CHARLÉ in accordance with applicable law.

Customers should not send an item back without receiving return authorization and instructions from CHARLÉ.

Once an approved return has been received and inspected, CHARLÉ will notify the customer of the outcome of the assessment.

Where a refund is approved or otherwise required under applicable law, CHARLÉ will process the refund through the applicable payment method or another legally permissible method within a reasonable processing period.

Where appropriate and subject to customer agreement, CHARLÉ may offer store credit as an alternative to a monetary refund.

Store credit is not intended to replace a refund or other remedy where such remedy is required under applicable Philippine law.

Returns or exchanges are generally not accepted for:

• •Change of mind or personal preference;
• •Items that have been used, worn, altered, or damaged by the customer;
• •Damage caused by improper use, care, storage, or handling;
• •Natural variations inherent to genuine leather that do not constitute defects;
• •Incomplete or missing customer-provided information necessary to process an order; or
• •Requests that do not qualify for a return, exchange, or other remedy under this policy or applicable law.

Nothing in this policy is intended to exclude or waive consumer rights or remedies that cannot legally be waived under Philippine law.

Orders are generally considered final once payment has been confirmed.

Customers are responsible for reviewing their selected item, color or variant, quantity, delivery information, and other order details before completing payment.

Requests to change or cancel an order after payment confirmation are subject to CHARLÉ's applicable order and pre-order policies.

Where a cancellation, refund, replacement, or other remedy is required under applicable law, CHARLÉ will process the request in accordance with the applicable legal requirements.

To initiate a return request or report a product concern, please contact support@charle.international.

Please provide your order number, a description of the concern, and any photographs, videos, or other supporting information that may assist us in assessing the issue.

Once your request has been reviewed, CHARLÉ will provide instructions regarding the next steps, including return instructions where applicable. Items sent back without prior authorization may not be accepted.

For questions regarding returns, refunds, exchanges, product concerns, or order cancellations, please contact support@charle.international. Our Customer Care team will review each concern carefully and work toward an appropriate resolution consistent with CHARLÉ's policies and applicable Philippine laws.