Returns & issue reporting

Tell us what happened

If an existing order arrives damaged, incomplete or incorrect, contact CHILL with the order reference, affected item, quantity and a description of the issue.

Keep the details together

• Your order reference and business name.
• The name or SKU of each affected item.
• The quantity affected and what you received.
• A description of the damage, shortage or other issue.
• Photos of the item and packaging, if available. The contact form does not accept attachments; mention that you have photos or send them by email.

Before sending anything back

Contact CHILL to confirm the applicable return instructions and destination. Reporting an issue does not itself confirm return eligibility, a refund or a replacement.

Return terms

This is an issue-reporting guide, not a published refund policy. Eligibility, reporting deadlines, return shipping and any remedy depend on the terms applicable to the order and need to be confirmed by CHILL.