Refund policy
Return and Refund Policy
This policy applies to wholesale orders placed through chillychileswholesale.com.
Returns
Contact us within 14 days of receiving your order if you wish to request a return.
All returns require authorization from Chilly Chiles before they are shipped back. Please do not return products without first contacting us.
To be eligible for a return, products must be:
- Unopened and unused
- In their original packaging
- In their original, resellable condition
Opened food products and products that are damaged after delivery are not eligible for return.
Return Shipping Costs
The customer is responsible for return shipping costs on approved returns unless the return is required because of an error by Chilly Chiles or a product arrived damaged.
We recommend using a tracked and insured shipping service. Chilly Chiles is not responsible for returned products until they have been received.
If the original order received free shipping, the actual outbound shipping cost paid by Chilly Chiles will be deducted from the refund.
Original paid shipping charges are non-refundable.
Refunds and Account Credits
Returned products will be inspected after they arrive. If the return is approved, a refund or account credit will be issued, as applicable.
Products that are opened, used, damaged, missing packaging or otherwise not in resellable condition may be refused and returned to the customer at the customer’s expense.
Damaged, Missing or Incorrect Products
Inspect your order promptly after delivery. Damage, shortages and incorrect products must be reported within five business days of delivery.
Please provide:
- Your order number
- The product name and quantity affected
- Photographs of damaged products
- Photographs of the shipping carton and label when applicable
Keep the products and original shipping materials until the claim has been resolved. After reviewing the claim, we will arrange an appropriate replacement, refund or account credit.
When a return is required because of our error or verified shipping damage, Chilly Chiles will provide return instructions.
Order Cancellations
Contact us as soon as possible if you need to cancel an order. We will try to accommodate the request, but an order cannot be cancelled after it has been shipped.
Contact Us
To request a return or report an order problem, email info@chillychiles.com or call 613-820-4029.