Refund and Returns Policy

Whilst we have every confidence that you will love our CHiLLi GOO, we understand that sometimes items may have to be returned.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging as shipped. Any shipping box that has been opened will not be accepted for a return. The reason for this is that our packaging does not currently use tamper proof seals. We make every effort to ensure the food safety of our products and this would be undermined by the opening of the product and would prevent us from offering it for resale.

We do reserve the right to request an item to be returned to us if delivered faulty, if the product is bad or ruined in any way, we want to ensure the fault is found and cured for all safety concerns, where upon such action is requested.

We also reserve the right to ask for photographic evidence, emailed to claire@chilligoo.co.uk – Again this is so we can learn and cure the problem, and also if we need to make a claim against a delivery contractor, they always require photographic evidence. This will be upon agreed basis between both parties if such a problem arises.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at claire@chilligoo.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for a different item, send us an email at claire@chilligoo.co.uk.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.