Our return and refund policy

Returns of sealed food and unused non-food items

Unopened, sealed shelf-stable food (jars, sauces, powders, and dried pods) and unused non-food items can be returned within 30 days of delivery. The window extends to 45 days during November 1 through January 15. Customers pay return shipping unless we made an error.

Fresh chile, frozen items, and prepared foods are non-returnable for a change of mind. Opened jars or bags cannot be returned. Damage and quality claims are separate from change-of-mind returns.

Custom or made-to-order items may have exchange limitations. Contact us about the item before returning it.

Contact us before sending anything back

We will confirm eligibility and give you return instructions. If we made the error, we cover return shipping. An exchange may be possible for an eligible unused or sealed item.

All non-perishable returns carry a 20% restocking fee. We do not provide return labels. Returns must be sent back in their original packaging/shipping container to prevent damage in transit.

After our team confirms eligibility, send your return to:
Attention: Shipping
1202 E Poplar
Deming, NM 88030

Contact us with your order number, the affected items and quantities, and what happened. Tell us whether you prefer a replacement, refund, or credit. Use our contact form, email support@hatch-green-chile.com, or call 575-267-2067 (Monday–Friday, 8am–5pm Mountain Time).

Damaged, spoiled, or defective items

Report ordinary transit damage within 24 hours of delivery, including frozen food that arrives cold but crushed or split (within 4 hours of the carrier's delivery scan for fresh chile). We offer a replacement or refund of the affected items on every order, regardless of shipping speed or Shipping Protection.

For frozen items arriving warm or at room temperature, contact us within 4 hours of the carrier's delivery scan for a free reship of the affected items, regardless of shipping speed or Shipping Protection. Send photos of the box and the affected items, and tell us if you prefer a refund or credit. Do not eat or refreeze warm frozen food.

Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Warmth alone is not spoilage. If fresh chile arrives spoiled or damaged, tell us within 4 hours of the carrier's delivery scan and send photos.

Report quality issues discovered after an otherwise sound delivery within 7 days after delivery. For a defect you find when you first open a sealed jar or bag (such as a cracked jar or a broken seal), the 7 days count from that first opening, as long as the product is within its shelf life. Taste and heat-level preference on a product that arrived as labeled aren't covered, because our chile varieties change so much from year to year and field to field.

Please send photos of the box and the affected items as they arrived. We need them to file a damage, spoilage or warm-arrival claim.

Refund timing and payment method

After we receive and inspect a return, refunds typically process within 3–5 business days. Your bank or card issuer may take another 3–10 business days to post the credit. Refunds go to the original payment method. Contact us with your order number if a confirmed refund is missing. Once we confirm a refund has been successfully issued, processing on our side is complete. Only bank/card posting time remains, generally 3–10 business days from issuance; there is no additional merchant-processing wait.

Shipping costs are generally non-refundable unless we made an error or the package was lost in transit.

Gift cards

Unused gift cards can be refunded within 30 days of purchase. Once any balance is used, the card is non-refundable. Gift cards are delivered electronically and never expire.

Cancellations, wrong items, or missing items

See cancellations and address changes for pre-shipment requests. For a fulfillment error, see wrong items or missing items.