Claims / Returns Policy

TERMINOLOGY

“We”, “us”, “our”, “ “seller” and “vendor” refers to Chillihead.
"Consumer", "customer", refers to "you" who buys from us online.
"Goods" and "item" refer to the "product" purchased from us online.

OUR RETURN POLICY

As a Consumer, you have rights. We honor our Customer's rights to change their mind and/or avail themselves to remedies in the event that there is a claim against the products provided by Chillihead.

You are entitled to return your purchase within 7 days from receipt of order for a refund subject to our CONDITIONS OF RETURN (Please see below).

NATURE OF THE RETURN

• In the event that you are returning goods due a fault with the product. We will deem this to be a "Claim”.
• In the event that you are returning a food item due to spoilage. Will will deem this to be a "Claim"
• All other returns will be deemed to be a "Refund"

HOW TO INITIATE A RETURN

• You can go to our "Returns" page on our site and submit your claim or refund request.
• You can go to our "Contact Us" page on our site and submit your claim or refund request.

We will make contact with you within 24 working hours after receiving your Return request.

RETURNING THE GOODS

• In the event that goods are being returned due to a claim, we will arrange the return shipping for the goods.
• In the event that goods are being returned due to a refund, return shipping is for the customer's account. We do not arrange shipping on refund items.

WHAT CAN NOT BE RETURNED

• Opened bottled food items.
• Opened dry food items.
• Opened seed packets.
• Items with broken tamper seals.
• Used items.
• Electronic items that have been altered/modified.
• Kits/Sets with items missing.
• Products broken by the customer.
• Goods that are older than 7days from receipt of order.

GOODS INSPECTION

Once we are in possession of your returned goods. The goods will be inspected for any damage/spoilage/usage. Once goods have passed the inspection, we will initiate the Refund.

REFUND
You have the right to choose how we refund you for the goods returned. These are the options available to you:

STORE CREDIT
We will send you a Coupon Voucher Code to the value of your approved refunded amount. This Coupon Voucher Code can be used with 6 months of issue on our site to purchase further items on our site.

EFT REFUND
We will contact you to make an EFT (Electronic Funds Transfer) to the Account Details that the purchase was made with.
Unfortunately we can not make payments to any other account detail.

EXCHANGE
We will exchange the item for an exactly same replacement item (same model and spec). If we are not able to replace the item with an exact same item, we will communicate this and arrange for an alternate, mutually agreeable solution (another similar product, store credit or EFT refund).

HOW LONG WILL THIS TAKE?

From date of returned items having been received by Chillihead, refunds will be effected within 7-10 working days.

CONDITIONS OF RETURN

• Return shipping is for the customer's account. We do not cover the cost of return shipping.
• Refunds will be for the returned Goods only.
• The onus is on the customer to return the goods in new condition (unopened and unused).
• Items received that have been damaged in transit will not be eligible for a refund.
• We are not responsible for items being returned by the customer that are lost in transit. The onus is on the customer to ensure return items are delivered to our address.
• Refunds will exclude all delivery fees that are paid for the order.
• Refunds will be for the price paid at the time of purchase. If purchased during a Sale, the Sales price will be refunded.
• Coupons, vouchers or discounts given on the whole order will be applied pro-rata to the items being refunded.
• If your goods were part of a gift, gift voucher or purchased by a third party for you, the goods will have to be returned by the purchaser. Any refunds due will only be paid to the Account Details of the purchaser.

Please see our TERMS & CONDITIONS for further information.