Your Chilly's Promise: Built to Last (Almost!)
We craft our Chilly's bottles to be your trusty sidekick for ages. But hey, life happens! That's why we offer a two-year hug (aka warranty) from your purchase date to cover any genuine manufacturing quirks.
One Faulty Part? No Problem!
We're all about being kind to our planet, and that means cutting down on waste. So, if just one little bit of your bottle isn't quite right, we'll always try our best to send you the perfect replacement part instead of a whole new bottle. Less waste, more Chilly's love!
If we do need to swap your bottle, we'll aim to send you the exact same size and colour. If that one's off on an adventure somewhere else (discontinued!), we'll find the closest match to keep your hydration game strong.
What Our Hug Doesn't Cover (The Oops Moments!)
While we're here for manufacturing hiccups, our warranty doesn't cover the everyday bumps and tumbles of life, like:
- Scratches, drops, or dents (they tell your Chilly's story!)
- Damage from not cleaning correctly (think dishwashers or freezers – ouch!)
- Taking your bottle apart, changing it, or getting it engraved by someone else (we love your creativity, but these can affect how it works!)
Proof is Your Superpower!
To make sure your Chilly's is the real deal and to check when it joined your adventures, we'll need a proof of purchase. Without it, we won't be able to offer a replacement under warranty.
Got a Feeling It's Faulty? Let's Chat!
Think your Chilly's has a genuine issue? Don't worry about sending it back just yet! Just tap our friendly support widget in the bottom right corner and tell us what's going on. A photo of the issue helps us zoom in on the problem!
If your Chilly's was faulty right out of the box (within 30 days), we can offer a full refund. After that, we're happy to offer a replacement under your warranty. Just a heads-up, your new Chilly's gets its own fresh start – the warranty period doesn't begin again.
Uh Oh, It Arrived a Little Worse for Wear?
If your Chilly's arrived looking a bit battered from its journey, please don't use it! Get in touch with our Customer Love team through that handy support widget right away, and we'll happily send a fresh one its way.
Chilly's Gifts: Spreading the Love (and the Responsibility!)
If your awesome Chilly's was a gift, the warranty chat needs to happen with the person who placed the order. So, if you spot an issue, just give the gift-giver a heads-up, and they can get in touch with us.
Bought from Somewhere Else? No Sweat!
If you picked up your Chilly's from one of our amazing retailers, they're your first point of contact for returns or exchanges if there's a manufacturing boo-boo. Just show them your receipt, and they'll sort you out with a refund, exchange, or replacement parts if they have them.
Big Love for Boots Shoppers! If you got your Chilly's from Boots UK and it has a defect, you can reach out to our customer service directly with your proof of purchase – no need to head back to Boots!
Custom Coolness (Co-branded Bottles)
Because of data privacy stuff (GDPR), we can only chat about corporate orders with the person or company who originally bought them. If your custom-logo Chilly's has a manufacturing issue, please ask the buyer or the person who gifted it to get in touch. Our warranty replacement policy doesn't usually cover these, but we'll look at each case individually.
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