Refund policy

Returns and refunds

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, frozen, and prepared foods are non-returnable for a change of mind. Opened food cannot be returned. Contact us before sending anything back for return instructions.

All non-perishable returns carry a 20% restocking fee. We do not provide return labels. Returns must be sent back in their original packaging/shipping container to prevent damage in transit.

After our team confirms eligibility, send your return to:
Attention: Shipping
1202 E Poplar
Deming, NM 88030

Report ordinary transit damage within 24 hours of delivery (within 4 hours for fresh chile and frozen food). 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. Send photos of the box and the affected items, and 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. If fresh chile arrives spoiled or damaged, tell us within 4 hours of delivery and send photos.

Please send photos of the box and the affected items as they arrived. We need them to file a damage, spoilage or warm-arrival claim.

Refunds generally process within 3–5 business days after we receive and inspect a return, plus another 3–10 business days for your bank. Refunds go to the original payment method. Once we confirm a refund has been successfully issued, processing on our side is complete. Only bank/card posting time remains, generally 3–10 business days from issuance; there is no additional merchant-processing wait.

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).

See our complete return guidance and satisfaction guarantee.