Returns Policy

RETURNS AND REFUNDS POLICY
Chill Connect - chillconnect.co.uk Last updated: 29 April 2026

1. Overview

This policy applies to all wholesale orders placed through chillconnect.co.uk by registered trade account holders. It should be read alongside our Terms and Conditions of Sale.

As a business-to-business wholesale platform, we are not subject to consumer returns legislation. No statutory right of return or cancellation applies to purchases made through this Website.

2. Reporting a Problem - 48 Hour Window

2.1 All claims relating to your order - including damaged goods, faulty Products, short deliveries, incorrect items, or Products not as described - must be reported to us within 48 hours of delivery.

2.2 To raise a claim, email us at connect@chill.com within this window with the following information:

  • Your account name and order number
  • A clear description of the issue
  • Photographs of the affected Products and, where relevant, the outer packaging

2.3 Claims submitted after the 48 hour window will not be accepted. No exceptions will be made. It is your responsibility to inspect deliveries promptly upon receipt and to report any issues within the required timeframe.

2.4 Where goods are delivered by a carrier requiring a signature, you should note any visible damage on the carrier's delivery note before signing. Signing without notation may affect your ability to make a claim.

3. Products Not Eligible for Return

3.1 Due to the regulated nature of our Products, we do not accept returns of nicotine vapes, e-cigarettes, nicotine pouches, or any related age-restricted products except in the circumstances set out in Section 4 below.

3.2 We will not accept returns of Products that:

  • have been opened or unsealed
  • have been partially used or handled beyond what is necessary for inspection
  • have been stored incorrectly or exposed to unsuitable conditions
  • are being returned due to a change of mind or a commercial decision on your part
  • were purchased in error due to an ordering mistake on your part

3.3 We are unable to accept returns of Products that cannot lawfully be resold due to any act or omission on your part.

4. Circumstances in Which Returns May Be Accepted

4.1 We will consider a return or remedy only where, following our investigation, we are satisfied that one of the following applies:

  • the Products delivered were materially not as described on the Website at the time of ordering
  • the Products were damaged in transit before delivery to you
  • the Products were faulty at the time of delivery
  • we made a picking or dispatch error resulting in incorrect Products being sent

4.2 Any claim under this Section must be raised within the 48 hour window set out in Section 2 and supported by appropriate evidence.

5. Remedies - At Our Discretion

5.1 Where we accept a claim as valid, we will determine the appropriate remedy in our sole discretion. This may include one or more of the following:

  • replacement of the affected Products
  • a credit note applied to your account
  • a partial or full refund of the relevant Products

5.2 We are not obliged to offer a specific remedy and our election of one remedy does not oblige us to offer another. Replacement or credit note is our preferred resolution where stock is available.

5.3 Refunds, where issued, will be processed to the original payment method within 14 days of us confirming the claim. Refunds are limited to the purchase price of the affected Products and do not extend to delivery charges, lost profits, or any other consequential losses.

5.4 Acceptance of a return or issuance of a credit note or refund does not constitute an admission of liability on our part.

6. Returning Products to Us

6.1 Where we agree to accept a return, we will issue a returns authorisation reference and confirm the return address. Products must not be sent back without a returns authorisation reference, as unannounced returns cannot be accepted.

6.2 Products must be returned in their original, unopened, and undamaged condition. We reserve the right to refuse a return or reduce any credit or refund if Products are returned in a condition inconsistent with their original state.

6.3 Return shipping is at your cost unless the return arises from our error or from Products that were damaged or faulty at the time of delivery, in which case we will arrange collection or reimburse reasonable return postage costs.

7. Disputes

7.1 If you disagree with our assessment of your claim, please contact us at connect@chill.com and we will review the matter. We aim to respond to all disputes within five working days.

7.2 Our decision following review is final. Nothing in this policy affects your statutory rights as a business under applicable law.

8. Contact

All returns and refund queries should be directed to:

Email: connect@chill.com Monday to Friday, 9:00am - 5:30pm

Chill Brands Group PLC Company number: 09309241 Registered in England and Wales

This policy was last updated on 29 April 2026.