Returns, Refunds & Cancellations Policy
At Mad Chilli Jams, every jar is made with care and packed as carefully as possible so it reaches you in great condition.
Because our products are food items, we are unable to accept returns of opened products, products with broken or tampered seals, or items that cannot be returned for health, hygiene, or food safety reasons.
This policy does not affect your statutory rights.
Cancelling an Order Before Dispatch
If you need to cancel or change an order, please contact us as soon as possible at Madchillijams@gmail.com with your order number.
If your order has not yet been dispatched, we will do our best to cancel or amend it and issue any refund due.
Once an order has been dispatched, we may not be able to cancel it before delivery.
Unwanted Items
For food safety reasons, we can only consider returns of unwanted items where the products are unopened, unused, sealed, and in their original condition.
If you bought from us online and wish to cancel your order, please contact us within 14 days of receiving your order. You then have a further 14 days to return the goods to us.
Return postage for unwanted items is the customer’s responsibility. We recommend using a tracked service and packaging the jars carefully, as we cannot refund items that are returned damaged.
Please contact us before sending anything back so we can confirm the correct return address.
Damaged, Faulty, Incorrect, or Missing Items
If something is wrong with your order, we will put it right.
Please email Madchillijams@gmail.com as soon as possible, ideally within 48 hours of delivery, and include:
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your order number;
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a short description of the issue;
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photos of the product, packaging, and delivery box if the item arrived damaged.
Where an item is damaged, faulty, incorrect, or missing, we may offer a replacement, refund, or other suitable solution depending on the issue.
Refunds
Approved refunds will be processed back to the original payment method.
For cancelled online orders returned in line with this policy, we will refund the cost of the returned items and the standard delivery charge, where applicable. We do not refund any extra delivery costs paid for upgraded or express delivery beyond the standard delivery amount.
Refunds are usually processed within 14 days of us receiving the returned goods, or within 14 days of receiving evidence that the goods have been sent back.
Event, Market, or In-Person Purchases
For purchases made in person at markets, shows, or events, we do not usually accept returns for unwanted items.
However, if there is a problem with your product, please contact us and we will do our best to help.
Contact Us
For all returns, refunds, damaged items, or order issues, please contact:
Email: Madchillijams@gmail.com
Phone: 07932013985
Please do not return any items without contacting us first.