Shipping Policy
For customers in the US & EU:
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Dispatch Location: We ship items directly from our local warehouses located in the US and the European Union.
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Estimated Delivery: It usually takes around 3-5 working days to be delivered after dispatch.
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Taxes & Duties: Shipping fees, customs duties, VAT, and import taxes are included (Delivered Duty Paid). You will not face hidden fees upon delivery.
Important Exception: Stock Shortages & Direct Shipping
Due to the limited quantities and intricate craftsmanship of some premium products, occasional stock shortages may occur. Since sea freight from China to our US/EU warehouses takes over two months, we want to get your product to you faster.
In such cases, we will expedite your order by shipping it directly from our factory in China via express services at our own expense (we cover the extra shipping cost).
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Customer Responsibility: However, these direct international shipments may be subject to local customs fees, duties, VAT, and import taxes administered by your government. These specific taxes are not included and are the responsibility of the customer. We appreciate your understanding.
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Refusal of Package: If a package is refused or returned due to unpaid customs fees, we reserve the right to deduct the original shipping cost, return shipping fees, and any customs penalties from your final refund.
List of Potentially Affected Products:
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CHESSNUT PRO Full-sized Wooden Electronic Chess Set with Premium Chess Piece
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Whole Wooden Chess Pieces for Chessnut Air+/Plus, Air, Evo
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Premium Whole Wooden Chess Pieces For Chessnut Pro With Built-In Chip
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Regular Wooden Chess Pieces For Chessnut Pro With Built-In Chip
For customers in other regions (Except US & EU):
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Dispatch Location: Orders are shipped directly from our factory in China via express couriers.
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Estimated Delivery: It usually takes around 10 working days to deliver.
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Shipping Fee: An additional $39.99 or $59.99 shipping fee applies (calculated automatically at checkout based on your exact location).
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Taxes & Duties: You are responsible for any customs fees, duties, VAT, or import taxes levied by your local government. These are excluded from the shipping fees (Delivered Duty Unpaid).
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Address Restriction: Please provide a physical street address. Express couriers cannot deliver to P.O. Boxes or APO/FPO addresses.
Warranty Policy
Replacing Instead of Repairing:
All Chessnut chessboard products are backed by a limited warranty. Please note that we do not offer repair services. If a covered defect occurs within the warranty period, the affected product will be replaced with an equivalent new product.
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European Union (EU): 2-year limited warranty and complimentary technical support.
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Other Regions (including US): 1-year limited warranty.
In the case of a covered warranty defect, Chessnut will, at its discretion:
(A) Replace the product with an equivalent new product; or
(B) Provide a partial or full refund based on the product's depreciation and usage, in exchange for the return of the product.
Return Shipping for Warranty Claims:
Quality-Related Issues: We will cover the return shipping costs for any returns or exchanges resulting from hardware malfunctions.
Non-Quality Issues: For returns caused by personal reasons (e.g., change of mind, accidental orders), the customer is responsible for the return shipping fees.
Exclusions:
This warranty does not apply to damages resulting from misuse, accidental damage, liquid damage, or intentional harm. Additionally, the warranty is completely void if the product has been altered, opened, or repaired by unauthorized parties.
Warranty Policy for Replaced Devices:
If your product is replaced, the warranty for the replacement product will start from the date of the replacement. The new warranty period will be either 90 days or the remaining time of the original warranty, whichever is longer.
Extended Warranty Option:
Customers may purchase a 2-year extended warranty service at checkout. This extends the coverage to a total of 4 years for the EU, or 3 years for other regions, covering free replacements under the same terms.
Contact Information:
To initiate a warranty claim, please contact our support team at contact@chessnutech.com with your order number, product serial number (you can find it on the back of the product）,a description of the issue, and photo/video evidence.
30-Day Price Match Policy
We offer a 30-day price match guarantee for purchases made directly on our official store. If you notice a price drop for the exact same item on our official website within 30 days of your purchase, please contact us to request a refund for the price difference.
· Please note: This policy excludes major holiday promotions (such as Black Friday, Cyber Monday, Anniversary Sales), limited-time flash sales, and prices from third-party retailers (e.g., Amazon, eBay).
VAT Policy & Discount Codes
VAT and Tax Information for Retail Orders:
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EU Customers: All product orders will be shipped from our EU warehouses. The VAT is already included in your order price at checkout. No additional tax fees will be charged.
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Switzerland and Norway: VAT and taxes are calculated and charged at the time of purchase. If, for any reason, the shipping carrier attempts to charge you again for VAT during delivery, please pay it to receive the package and immediately contact our official customer service with the receipt. We will assist you with applying for a refund on those extra duplicate charges.
Discount Codes:
Chessnut Official store’s discount codes are available for retail customers only.
Company or Business Orders (B2B):
Please note, company or business orders are not eligible for the standard retail policies or discount codes mentioned above. If you are a B2B customer, please contact us via our official email to coordinate with our B2B sales manager. All VAT-related terms, tax exemptions, and discount details will be subject to direct communication and a formal agreement.
