Refund policy

RETURNS & REFUNDS

Every product from Chill Steel Pipes is expected to have superior craftsmanship. We take pride in our quality control and rarely deliver a defective product. All sales are final except under extenuating circumstances. In the event that you want to return or exchange an item, below is our policy. Please note that shipping costs are not refundable and that the cost of a return label is the responsibility of the buyer.

Unused Products Only: Due to the nature of the device, we do not accept returns or give refunds for any of our products are used, for sanitary reasons. Any device shipped to us without direct consent will be returned to you at your expense. Thoroughly cleaned pieces are no exception. If you think you'll need to return a piece for any reason, contact support@chill.store immediately and before using it. 

Reporting Defective or Damaged Products: Please inspect your order upon reception and contact us immediately if the item is defective, damaged. If your order arrives broken or damaged, email support@chill.store a picture of the item next to your package with the shipping label visible and use the subject line “Damaged Chill Steel Pipes Delivery.” You have seven (7) days from the confirmed delivery date to report the breakage. Once we’ve had a chance to review your claim and deemed it legitimate, we will replace the item.

Reporting Missing Products: If an item or component from your order is missing from the box upon arrival, please email support@chill.store with your order number, a picture of the product, and a description of what is missing. You have seven (7) days from the confirmed delivery date to report a missing item. Once the missing product is confirmed, we’ll issue a replacement as soon as possible. 

If you're claiming your entire package was never delivered or was stolen from your doorstep and carrier tracking information shows it was delivered correctly, contact us to determine how to file a claim with the proper authorities. This varies by carrier (USPS, UPS, FedEx, DHL). Chill Steel Pipes will not be responsible for lost packages unless you have purchased Chill Package Protection with your order, which we highly recommend. Replacement orders will default to “signature required” for deliveries. Packages that were not delivered because of an incorrect address being provided by the buyer is the responsibility of the buyer and additional shipping charges will be assessed if the order needs to be re-sent.

Reporting Wrong Items Delivered: If you receive the wrong item, email support@chill.store a picture of the item you received next to your package with the shipping label visible. You have seven (7) days from the confirmed delivery date to report an incorrect item. Once the error is confirmed, we’ll issue a return label for the wrongly delivered item and send a replacement product as soon as possible.

1-YEAR MANUFACTURER WARRANTY

Chill Steel Pipes devices, not including glass components, are backed with a 1-year manufacturer warranty. This covers any defect in craftsmanship. A defect is anything that interferes with the intended function of the piece. A manufacturing defect is considered anything that interferes with the intended function not caused by accidental damage or misuse. It does not include damages to finishes due to normal use, accidental damage, or normal wear and tear. Please email support@chill.store with your order number, a photo of the product, and a description of the defect. Once the defect is confirmed, we’ll issue you a replacement or a store credit for the value of your order.