Refund policy

RETURN, REPLACEMENTS & REFUND POLICY

As part of our Customer Service commitment, Charles Chips stands behind our products and we want you to be as happy with them, as the vast majority of our customers have been for decades. By placing an order with Charles Chips, you are accepting our Return, Replacement & Refund Policy. If you do not accept or you have questions, please contact us immediately, so we may assist you in answering any questions or concerns.

We are very sorry, but perishable food products cannot be returned. All food items from our online store are sold on a non-returnable basis. The reason for this policy is due to FDA and HACCP oversight where there are temperature sensitive materials, sanitation and tampering considerations. As a result, any returned product would have to be destroyed and not placed back into stock. We do not and cannot resell returned products and this is why we do not accept returns. Our priority is customer safety and this is the reason behind our policy.

DAMAGED PARCELS/ITEMS

We take great care packaging every order, but we know that shipping can sometimes be rough on snacks. If your order arrives damaged, we want to make it right — quickly and simply.

How to report a damaged order:

Email us at customercare@charleschips.com within 72 hours of receiving your order with:

A photo of the damaged item(s)

A photo of the shipping label showing the tracking number

That's it. Our team will review your claim and get back to you within 1-2 business days to arrange a replacement.

Please note:

Please keep the delivery box and packing materials until your claim is resolved.

If only the contents inside the tin are damaged (but the tin itself is intact), we will replace the contents by shipping a bag of the same product.

Charles Chips is not responsible for damage caused by extreme weather conditions during transit.

Please do not release the courier from damaged parcel liability, as this may affect our ability to file a claim on your behalf.

PURCHASES MADE THROUGH A RETAILER

Please contact the store you purchased from for a return or exchange. We will only provide an exchange upon email receipt of proof of purchase. Customer is responsible for the shipping cost. No refunds will be issued for products purchased at retailers.

REPLACEMENTS

Replacements will only be issued if your product has been damaged, is inedible or we shipped out the wrong product.

You must report any of the above issues to us within 72 hours of receiving your order. Any claims made after this time frame will not be accepted. Please follow our damaged & wrong product guidelines.

We do not replace any product that does not meet your expectations of taste or flavor or if you simply do not like the product you have chosen.

Note: Tins must be defected as in dented, or crushed in order to qualify for a full replacement. If this condition is not met, and only the contents inside the tin are crushed, we will replace the contents by shipping out an order of refill bags for your tins.

You can reach us anytime at customercare@charleschips.com or through the live chat on our website.