退款政策

Refund Policy

We sell food and drink, so this policy is written around that. In short: we do not accept change-of-mind returns, but we remain responsible for anything that arrives damaged, spoiled, or not as described.

Damaged, spoiled or incorrect items
If an item reaches you damaged, spoiled, past its use-by date, or is not what you ordered, contact us and we will replace it or refund it — whichever you prefer. You do not pay return shipping in these cases.

Please tell us within 24 hours of delivery for chilled and frozen items, including bone broth — these are perishable and we need to act quickly — or 14 days of delivery for all other products.

Email info@chewnchill.com with your order number, the product name, and the batch number and expiry date from the barcode label where you can find them. A photograph of the item and its packaging helps us resolve things faster. We may ask you to send photographs, or to return the unused product, before we process a refund or replacement.

Change of mind
We are not able to accept returns of food or drink because you have changed your mind, and we cannot accept any item that has been opened, used, or stored outside the conditions printed on the pack. We are also unable to resell chilled or frozen items once they have left our cold chain. This does not affect your rights in respect of goods that are faulty, damaged, spoiled, or not as described.

Chilled and frozen orders
Chilled and frozen products are packed in an insulated chiller pack and are intended to arrive chilled. Please refrigerate them as soon as they arrive and check them on delivery. If something is not right, tell us within 24 hours. We cannot take responsibility for chilled items left uncollected at a delivery address, or where an incorrect or incomplete address was supplied.

Cancellations
If you need to change or cancel an order, email us as soon as possible. We can usually help if the order has not yet been dispatched. Once you have received our dispatch confirmation, the order is on its way and cannot be cancelled.

Refunds
Approved refunds are issued to your original payment method. Please allow up to 10 business days for the funds to appear, depending on your bank or card issuer.

Getting in touch
Email info@chewnchill.com or use our Contact Us page. We aim to reply within one business day.

Nothing in this policy limits your statutory rights under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26).