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 and an address. If we made the error, we cover return shipping. An exchange may be possible for an eligible unused or sealed item.
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. 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 delivery for a free reship of the affected items, regardless of shipping speed or Shipping Protection. 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, and the frozen four-hour rule does not apply to fresh chile.
Report quality issues discovered after an otherwise sound delivery within 7 days after delivery.
Photos of the box and affected items help document a claim, but contact us promptly even if you do not have photos. Photos are not required to start a damage or frozen 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.
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.
Frequently asked questions
Can I return sealed jars, sauces, powders, or dried pods?
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.
Can I return fresh or frozen food?
Fresh, frozen, and prepared foods are non-returnable for a change of mind. Damage and quality claims are separate.
How long does a refund take?
After receipt and inspection of a return, allow 3–5 business days for processing and another 3–10 business days for your bank to post the credit.
Can I return an unused gift card?
Unused gift cards are refundable within 30 days of purchase. Once any balance is used, the card is non-refundable.
What if my order arrives damaged?
Report ordinary transit damage within 24 hours of delivery. We offer a replacement or refund of the affected items on every order, regardless of shipping speed or Shipping Protection. Photos of the box and affected items help document a claim, but contact us promptly even if you do not have photos. Photos are not required to start a damage or frozen warm-arrival claim.
What if frozen food arrives warm?
For frozen items arriving warm or at room temperature, contact us within 4 hours of delivery for a free reship of the affected items, regardless of shipping speed or Shipping Protection. Tell us if you prefer a refund or credit. Do not eat or refreeze warm frozen food.
Is warm fresh chile spoiled?
Fresh chile ships unrefrigerated and normally arrives at outdoor temperature. Warmth alone is not spoilage, and the frozen four-hour rule does not apply to fresh chile.
Does Shipping Protection cover porch theft?
Purchased Shipping Protection covers confirmed porch theft after basic checks for misdelivery: check the delivery photo or location, nearby doors, household members, and carrier delivery details. A delivery scan alone does not establish theft.