Refund policy

RETURNS & REFUNDS POLICY

Last updated: September 2026

This Returns & Refunds Policy applies to purchases made through CHIRA.GG, operated by MAISON COOPERATIVE SRL.

Because CHIRA offers both standard products and products made according to individual customer specifications, different return rules apply depending on the type of product purchased.

1. CUSTOM AND PERSONALISED PRODUCTS

Products created or modified according to your specifications are considered customised products.

This includes, but is not limited to, products where you select or upload:

colors;
graphics or patterns;
logos;
text;
gamer tags;
names;
custom artwork;
other individual design elements.

Under Romanian consumer law, goods made according to the consumer's specifications or clearly personalised are excluded from the statutory right of withdrawal applicable to standard distance purchases.

Cancellation before production

We understand that mistakes can happen while placing an order.

You may request cancellation of a customised order until the order enters production.

For the purposes of this policy, production begins when the approved order or design is released into our manufacturing workflow, including printing, sublimation, cutting or another production operation.

To request cancellation, contact:

contact@chira.gg

and include your order number.

If the cancellation request is received and accepted before production begins, the order will be cancelled and the amount paid will be refunded.

After production has started

Once a customised product has entered production, the order can no longer be cancelled because the product is being manufactured specifically according to the customer's selections.

Customised products cannot be returned or exchanged simply because:

you changed your mind;
you selected the wrong color;
you entered incorrect text or a wrong gamer tag;
you uploaded the wrong logo or graphic;
you selected the wrong configuration;
you no longer want the product after production has started.

This does not affect your rights where a product is defective, damaged, incorrectly manufactured or does not conform to your order.

2. STANDARD / NON-CUSTOMISED PRODUCTS

If you purchase a standard product that has not been personalised or made according to your specifications, consumers may exercise the statutory right of withdrawal within 14 days from receiving the product, subject to applicable law.

You do not need to provide a reason for exercising this right.

To start a return, contact:

contact@chira.gg

before sending the product back.

Returned products should be handled only to the extent necessary to establish their nature, characteristics and functioning.

3. RETURN SHIPPING

For a standard product returned because you changed your mind, the customer bears the direct cost of returning the product.

Where a withdrawal is valid, we will refund the standard delivery cost originally paid, where required by law. Additional delivery costs resulting from choosing a more expensive shipping method than our least expensive standard option are not refundable.

If the product is defective, damaged, incorrectly supplied or otherwise non-conforming, CHIRA will cover the reasonable costs required to resolve the issue in accordance with applicable consumer law.

Please do not send returns without contacting us first.

We will provide the appropriate return instructions and return destination.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If you believe that the product:

arrived damaged;
contains a manufacturing defect;
is different from the product ordered;
contains a production error attributable to CHIRA;
otherwise does not conform to the sales contract,

contact@chira.gg

Please include:

your order number;
a description of the issue;
clear photographs showing the problem.

We will review the claim and provide the appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include repair, replacement, price reduction or refund.

For consumer purchases within the European Union, the statutory legal guarantee of conformity is at least 2 years from delivery.

Nothing in this policy limits your mandatory consumer rights.

5. CUSTOM DESIGN ACCURACY

Before completing a customised order, customers are responsible for checking their configuration carefully.

This includes:

TEXT
Check spelling, capitalization and content.

LOGOS & GRAPHICS
Ensure that the correct files have been uploaded.

COLORS
Check your selected colors before completing the order.

PRODUCT OPTIONS
Check size and any available product configuration options.

Once the product enters production, customer-created configuration errors cannot normally be corrected.

If you notice an error immediately after placing your order, contact us as soon as possible at contact@chira.gg.

If production has not started, we will attempt to help you correct or cancel the order.

6. COLOR AND SCREEN DIFFERENCES

Digital screens display colors differently depending on monitor, phone, brightness, calibration and display technology.

Minor differences between the colors displayed in the configurator and the colors of the finished physical product may therefore occur.

Such normal display or production variations are not automatically considered manufacturing defects.

This does not apply where the finished product materially differs from the specifications agreed in the order.

7. REFUNDS

Approved refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

For statutory withdrawals, refunds are made without undue delay and no later than the applicable legal deadline. For goods being returned, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, where permitted by law.

Banking institutions or payment providers may require additional time before the refunded amount appears in your account.

8. EXCHANGES

Because customised products are manufactured specifically for each order, we do not offer conventional size or design exchanges for personalised products.

If we manufactured a product incorrectly compared with the submitted order, contact us and we will assess the appropriate remedy.

For eligible standard products, contact us at contact@chira.gg regarding exchange availability.

9. BUSINESS ORDERS

Statutory consumer withdrawal rights are intended for consumers acting outside their trade, business or profession.

Orders placed by companies, esports organisations, clubs or other professional customers may therefore be subject to different contractual conditions.

Where separate commercial terms, quotations or agreements have been accepted, those terms will apply in addition to this policy.