Refund Policy

Return & Refund Policy

Last updated: August 14, 2026

At BILENA TRADING LLC, we want you to be delighted with your purchase. If you are not completely satisfied, we offer a 7-day return policy from the date of delivery. Please read this policy carefully to understand your rights and obligations.

1. Return Window & Eligibility

1.1 7-Day Return Period

You may request a return within 7 calendar days after the delivery date (as confirmed by the carrier's tracking information). Returns requested after the 7-day window will not be accepted.

1.2 Condition Requirements

To be eligible for a return, items must meet ALL of the following conditions:

  • Unused and unwashed — no signs of use, wear, or handling
  • In original packaging with all tags, labels, and inserts intact
  • All accessories, manuals, and included components present
  • No wax residue, fragrance contamination, or heat damage on tools or molds
  • Silicone molds must be free of any pour marks or deformation
  • Kits must be unopened with seals intact — opened kits are non-returnable

1.3 Proof of Purchase

A valid order number, receipt, or proof of purchase is required for all returns. We reserve the right to refuse returns that cannot be verified against our order records.

2. Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Consumable Products: Any opened wax, fragrance oils, dye blocks, or additive packages
  • Custom & Personalized Items: Custom kits, personalized tools, or made-to-order products
  • Gift Cards: Digital and physical gift cards are non-refundable and non-transferable
  • Final Sale & Clearance Items: Items marked "Final Sale" or purchased at a discount of 50% or more
  • Opened Kits: Any starter kit or bundle with broken seals or missing components
  • Used Tools: Tools showing wax residue, heat marks, or other signs of use
  • Damaged by User: Items damaged through improper use, negligence, or failure to follow instructions

3. How to Initiate a Return

  1. Contact Us: Email support@chroqbnos.com with your order number, the item(s) you wish to return, and the reason for return. Include photos if the item is damaged or defective.
  2. Receive Authorization: Within 2 business days, we will email you a Return Authorization Number (RA#) and a return shipping label (if applicable).
  3. Package the Return: Pack items securely in their original packaging. Write the RA# on the outside of the package.
  4. Ship the Return: Send the package within 7 days of receiving your RA#. Use the provided shipping label or a trackable shipping method.
  5. Inspection & Refund: Once we receive and inspect your return (within 3-5 business days), we will process your refund or exchange.

4. Return Shipping Costs

  • Our Error (wrong/defective/damaged item): We provide a prepaid return label at no cost to you. Full refund including original shipping.
  • Buyer's Remorse (changed mind, ordered wrong item): You are responsible for return shipping costs. Original shipping charges are non-refundable.
  • Recommended Method: Use a trackable shipping method (USPS Priority, UPS Ground, FedEx Home Delivery). We are not responsible for returns lost in transit without tracking.
  • Insurance: For items over $100, we recommend purchasing shipping insurance.

5. Refund Processing

5.1 Full Refunds

A full refund (product price + original shipping) is issued when: (a) we sent the wrong item; (b) the item arrived damaged or defective; or (c) we cancelled the order.

5.2 Partial Refunds

A partial refund may be issued in the following circumstances:

  • Items returned with minor packaging damage: up to 15% deduction
  • Items returned with missing accessories or components: deduction equal to the retail value of the missing items
  • Restocking fee: 10% of the product price applies to returns of orders over $150 (excluding defective items)

5.3 Refund Method & Timeline

  • Refunds are processed to the original payment method within 5-7 business days after we receive and approve the return.
  • Credit/debit card refunds may take an additional 3-5 business days to appear on your statement, depending on your bank.
  • PayPal refunds are typically instant but may take up to 3 business days.
  • Store credit refunds are issued within 24 hours of approval.

6. Exchanges

We accept exchanges within the 7-day return window for items of equal or lesser value. To exchange:

  1. Follow the return process above to return the original item.
  2. Place a new order for the desired item on our Site.
  3. Once we receive and process your return, we will issue a refund for the original item.

This two-step process ensures you receive your new item as quickly as possible. If the new item is more expensive, you pay the difference. If less expensive, we refund the difference.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the item and packaging showing the damage or defect
  • A brief description of the issue

We will arrange one of the following at no cost to you:

  • Free replacement (shipped within 1-2 business days)
  • Full refund including shipping (no need to return the item for damages under $25)
  • Prepaid return label + full refund (for items over $25)

8. Gift Returns

If you received an item as a gift and wish to return it:

  • Contact us with the order number (the gift giver's order number) and your name.
  • The return must meet the eligibility requirements in Section 1.
  • Refunds for gift returns are issued as store credit only, not to the original payment method.
  • The gift giver will be notified that a return has been processed (but not the reason).

9. Order Cancellation

  • Within 24 hours: Orders can be cancelled for a full refund by contacting us before the order enters processing.
  • After 24 hours / Before shipping: Cancellation requests will be attempted but are not guaranteed. If the order has already been packed, a 10% restocking fee applies.
  • After shipping: Orders cannot be cancelled. You must follow the return process once the order is delivered.

10. Lost Return Packages

We are not responsible for return packages lost in transit. If you used a trackable method and the carrier confirms delivery to our warehouse, we will process your return. If the carrier does not show delivery, you must file a claim with the carrier directly.

11. Return Address

All returns must be shipped to:

  • BILENA TRADING LLC — Returns Department
  • 505 City Pkwy W Suite 2933, Orange, CA 92868
  • Include your RA# on the package

12. Contact

  • Email: support@chroqbnos.com
  • Phone: (332) 269-6689
  • Hours: Monday - Friday, 9:00 AM - 5:00 PM MT