Refund policy
Last updated: 16 July 2026
This policy explains how cancellations, returns and refunds work for CoChilli Pro orders placed through the CoChilli website.
CoChilli Pro products are supplied by:
CoChilli Pro Ltd
Company number: 17309712
90 Clayton Road
Hayes
Middlesex
UB3 1BA
United Kingdom
Email: pro@cochilli.co.uk
Please read this policy alongside our CoChilli Pro Terms of Sale and Shipping Policy.
1. Return window
For eligible consumer returns, our return window is 14 days from delivery.
This means you must tell us within 14 days of receiving your order if you wish to cancel and return eligible goods. You normally then have a further 14 days to send the goods back. UK guidance states that online customers usually have 14 days after receiving goods to tell the seller they want to cancel, and another 14 days to return the goods.
2. Cancelling an order before dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at pro@cochilli.co.uk.
We will try to cancel the order where practical. If the order has already been processed, packed or dispatched, you may need to follow the returns process below.
Shopify self-service cancellation is not automatically available unless shown on your order account or confirmation page.
3. Change-of-mind returns
For an eligible change-of-mind return:
- products must be unopened, unused and in their original condition
- the product label, batch code, best-before date and packaging must remain intact
- goods must be packed securely for return
- you are responsible for the direct cost of return shipping unless we agree otherwise
Food products that have been opened, unsealed or handled in a way that makes them unsuitable for return may not be eligible for a change-of-mind return for health-protection or hygiene reasons. This does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.
Please contact us before returning goods. We will provide the correct return instructions and return address.
Do not send products to our registered office unless we specifically ask you to do so.
4. Refunds for valid consumer cancellations
Where a consumer cancellation is valid, we will refund:
- the price paid for the cancelled products
- the cost of standard delivery, where the whole order is cancelled and the law requires this
If you chose a more expensive delivery option, we will only refund the cost of our standard delivery option.
We will make the refund using the original payment method unless we agree otherwise.
We may wait until we receive the returned goods, or evidence that you have sent them back, before processing the refund.
If products have been handled beyond what would reasonably be allowed in a shop, or have been damaged through improper handling, we may reduce the refund to reflect any loss in value where permitted by law.
5. Damaged, missing or incorrect products
Please contact us as soon as possible if:
- a product is damaged
- a product is missing
- you have received the wrong product
- a pouch, seal or pack appears leaking, swollen, tampered with or otherwise compromised
- the product is materially different from what you ordered
Reporting an issue within 48 hours of delivery helps us investigate quickly with our fulfilment and delivery partners. This does not remove or limit any rights you may have under consumer law.
Please keep the outer carton, packaging, batch code and best-before details. Photographs of the parcel, product and label will help us investigate.
Do not use, serve or consume a product if its packaging appears damaged or compromised.
6. Faulty or not-as-described products
You have legal rights if products are faulty, not as described, not fit for purpose or incorrectly supplied.
Where appropriate, we may offer a replacement, refund, redelivery or another suitable remedy.
Please contact us before disposing of a product where it is safe to do so. We may need photographs, batch details, the packaging or the product itself to investigate.
Nothing in this policy limits your statutory rights.
7. Professional and business customers
CoChilli Pro products may be purchased for professional kitchen and commercial foodservice use.
Business customers do not have an automatic right to cancel or return products simply because they have changed their mind, unless we agree otherwise in writing.
Where you are buying for business use, please report delivery shortages, damage or incorrect items within 3 working days where possible. This helps us investigate quickly with our fulfilment and delivery partners.
Approved trade and bulk purchase orders may be subject to separate trade terms.
8. Returns that cannot be accepted
We may be unable to accept a return where:
- the product has been opened or unsealed and is no longer suitable for return for health-protection or hygiene reasons
- the product has been stored incorrectly after delivery
- the product has been damaged after delivery through misuse, neglect or improper handling
- the product label, batch code or best-before information has been removed or altered
- the return does not relate to a fault, incorrect supply or valid consumer cancellation right
This section does not affect your statutory rights.
9. How to contact us
For cancellation, return or refund queries, contact:
Email: pro@cochilli.co.uk
Subject line: CoChilli Pro Return or Refund
Please include your order number, delivery postcode and photographs where relevant.
10. Model cancellation form
You may copy, complete and send this form to us if you wish to cancel an eligible consumer order.
To: CoChilli Pro Ltd, 90 Clayton Road, Hayes, Middlesex, UB3 1BA, United Kingdom
Email: pro@cochilli.co.uk
I hereby give notice that I cancel my contract for the purchase of the following goods:
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Signature of customer, if sent by post:
Date:
11. Changes to this policy
We may update this policy from time to time.
The version published on the website at the time you place your order will apply to that order.