Our return and refund policy

We accept returns on most non-perishable items within 30 days of delivery (45 days during the Nov 1 – Jan 15 holiday window). Perishable food is non-returnable for change-of-mind reasons, but if anything arrives damaged or spoiled, we make it right.

Once a refund is issued, it lands in 3–10 business days depending on your bank.

Non-perishable items can be returned within 30 days

Ristras, wreaths, crosses, roasters, apparel, gift items, and other non-food products can be returned in their original condition within 30 days of delivery. During the holiday window of November 1 through January 15, that window extends to 45 days. You're responsible for return shipping unless the return is due to our error. We process the refund once we receive the item back and inspect it.

Custom or made-to-order items (including printed apparel) generally can't be exchanged, but you're welcome to reorder the correct size or style.

Perishable food is non-refundable for change-of-mind

Fresh chile, frozen chile, frozen prepared foods, jarred sauces and salsas, powders, pods, and tamales are non-returnable due to food safety regulations. Once a perishable item leaves our facility, we can't take it back — even unopened, even sealed.

If you ordered the wrong heat level, dairy mellows the burn (capsaicin is fat-soluble) and sauteed onions and peppers stretch hot chile across more meals.

Talk to us before shipping anything back

Don't ship a return to us without checking in first. Call 575-267-2067 (9 am–5 pm Mountain, Mon–Fri), email support@hatch-green-chile.com, or use our contact form with your HATC- order number and the reason. We can often resolve the issue without a return — and when the return is our fault, we cover return shipping with a prepaid label. Exchanges are usually faster than a return-and-reorder cycle when the item is non-perishable and unused.

Cancellations and address changes before shipment

If your order hasn't shipped, we can usually cancel it or change the shipping address. Each has its own page with the process: see our cancel-my-order page or change shipping address page. Once a box is in transit, we can't recall it, but we can help sort out anything that arrives wrong, damaged, or at the wrong address.

If we canceled an order on our end, you'll get an email explaining why (usually a payment issue, an out-of-stock item, or a shipping address we couldn't deliver to). The refund goes back to the original payment method on the same 3–5 business days on our end / 3–10 business days at your bank timeline as any other refund.

What about damaged or spoiled items?

Damage and spoilage are not returns — they're claims, and we cover them. Send photos within 4 hours of delivery for perishables (fresh or frozen), or 24 hours for non-perishables (the box exterior plus the contents) and we'll arrange a reshipment or refund. Full process is on our shipping protection policies page.

Defective items and wrong products

If a non-perishable item arrived defective — a broken roaster, a torn ristra, apparel with a print flaw — that's our fault and we cover it. Send a photo within 7 days of delivery and we'll email a prepaid return label, then either replace the item or refund it once we receive it back.

If you ordered the wrong product or wrong size, that's a standard return on non-perishables: original condition, within 30 days (45 days during the Nov 1 – Jan 15 holiday window), return shipping on you. Tell us what you actually want before shipping anything — an exchange for a different size or style is usually faster than a full return-and-reorder cycle, and we can pre-stage the replacement.

Refunds take 3–5 business days on our end, then 3–10 at your bank

Once we issue a refund, the credit leaves our system within 3–5 business days and you'll get an email confirmation with the date and amount. Your bank or card issuer takes another 3–10 business days to post it. We don't have visibility into bank timing, so if 10+ business days have passed, your bank is the next stop. If a return is involved, the clock starts when we receive and inspect the item — not when you ship it.

Refunds always go back to the original payment method

We can only refund to the card or account used at checkout. If that card was lost, replaced, or closed, your bank will typically forward the credit. PayPal, Shop Pay, and ShopCash refunds return to the wallet, not your bank statement.

Gift cards are final sale

Once a gift card code is issued, it can't be returned or refunded. Gift cards never expire and can be saved for a future order.

When to contact us

If something looks off — refund missing after 10 business days, unsure whether a return is the right move, or you need a label — reach us at 575-267-2067 (9 am–5 pm Mountain, Mon–Fri) or through our contact form. Have your HATC- order number ready.

For order status, delayed shipments, missing tracking, or confirmation-email questions, see our where-is-my-order page and shipping page. For pre-ship cancellations or address changes, see the cancel and address-change pages linked above. The fastest contact for refund-related questions specifically is the contact form with your HATC- order number, or 575-267-2067 (9 am–5 pm Mountain, Mon–Fri).

Frequently asked questions

Do you accept returns?

Yes, on most non-perishable items within 30 days of delivery (45 days Nov 1 – Jan 15). Perishable food is non-returnable for change-of-mind, but damage and spoilage are covered separately.

How long does it take to get my refund?

3–5 business days for us to process it after we issue it, then another 3–10 business days at your bank. If 10+ business days have passed, your bank is the next stop.

Can I return frozen chile if I don't like it?

No — frozen chile and other perishables are non-returnable for change-of-mind for food safety reasons. If it arrived damaged or spoiled, that's a separate claim and we cover it.

Can you refund to a different card?

No, refunds always go to the original payment method. If that card is closed, your bank will forward the credit.

My order arrived damaged — is that a return?

No, that's a claim. Send photos within 4 hours of delivery for perishables (fresh or frozen), or 24 hours for non-perishables and we'll arrange a reshipment or refund. See our shipping protection policies.

Can I cancel my order?

If your order hasn't shipped yet, yes — see our cancel-my-order page for the process. Once a perishable order has shipped, we can't recall it, but we can sort out anything that arrives wrong, damaged, or spoiled.

My refund hasn't been processed yet — what's going on?

Refunds typically take 3–5 business days on our end and another 3–10 business days at your bank to post. If we've confirmed the refund and it's been longer than that, contact us with your HATC- order number and we'll trace it. If you haven't gotten a refund confirmation email from us yet, the refund hasn't been issued — call us and we'll look into it.

The product is defective or not what I expected — what do I do?

Send us a photo and a quick description within 4 hours of delivery for perishables, or 24 hours for non-perishables. If a non-perishable item is defective, we'll send a prepaid return label and either replace it or refund it. If perishable food arrived spoiled or off, that's a claim, not a return — see our spoiled or thawed perishable page or order arrived damaged page; we cover those with a reshipment or refund.

I ordered the wrong size — can I exchange it for a different size?

Yes, on non-perishable items in original condition. Call or email us with your HATC- order number and the size you need; we'll walk you through whether an exchange or a return-and-reorder is faster. Custom or printed apparel can't be exchanged, but you're welcome to reorder the correct size.

Can you send me a return label?

Yes — don't ship anything back without checking in first. When the return is our fault (wrong item, damaged, defective), we email a prepaid return label. When it's a change-of-mind return on a non-perishable item, return shipping is on you, but we can still email a label and deduct the cost from the refund if that's easier.

I received the wrong items, or my order is missing items — is that a return?

No, that's our error and we fix it directly. See our wrong-item-received page or missing-items-from-order page for the photo + reship process. You don't need to send the wrong items back unless we ask.