We ship business-to-business, which changes how returns typically work compared to consumer ecommerce. This page explains what we cover, what we do not, and how to raise a return.
Every shipment is insured. If cases arrive crushed, torn, or with visible damage, take photos before opening, notify us within 48 hours of delivery, and we will send replacements at no cost while we file the carrier claim.
If a batch does not meet the manufacturer's spec — inconsistent wall thickness, cap engagement failures, tamper-band issues — contact us with the batch code and photos. We will investigate with Chubby Gorilla and replace or refund the affected units.
Business-to-business orders are made-to-order in the sense that the stock is allocated to you the moment you order. Returns of unopened cases are considered case by case and typically incur a restocking fee to cover handling. Contact us before shipping anything back — an unauthorised return will not be processed.
We cannot accept returns for: opened cases, printed or decorated stock, custom-manufactured runs, or product that has been out of our supply chain (e.g. used, transferred, or repacked). If you are unsure whether a return qualifies, ask before you ship it.
Damaged-in-transit issues: 48 hours from delivery. Off-spec issues: 30 days from delivery. Beyond that we can still discuss but resolution options narrow.
Yes — contact us first, and we will issue return instructions. Unauthorised returns are refused at the warehouse.
If the return is our fault (damage in transit, off-spec, wrong item shipped) we pay. If the return is a change of mind on unopened stock, you pay the return freight.