Refund and Returns Policy
At 18 Chestnuts, we take great pride in the quality of our soups and want you to have a positive experience with every order. If there is a problem with your order, please contact us at support@18chestnuts.com within 30 days of delivery so we can help.
Returns
Because our soups are food products, we are unable to accept returns of opened jars.
Unopened products may be eligible for return within 30 calendar days of delivery. To qualify, products must be unused, unopened, in their original packaging, and accompanied by proof of purchase.
Please contact us before returning any product. Returns sent without prior authorization may not be eligible for a refund.
Refunds
If your return or refund request is approved, we may, at our discretion, issue a refund, replacement product, or store credit.
The maximum refund, reimbursement, credit, or other monetary compensation provided by 18 Chestnuts for any single order is $50, regardless of the total value of the order.
Refund eligibility and the amount of any refund are determined by 18 Chestnuts based on the circumstances of the request. Refunds will generally be issued to the original method of payment.
Because taste is subjective, dissatisfaction with the flavor, texture, spice level, or personal preference regarding a product does not automatically qualify an order for a full refund. We encourage customers to contact us, and we will make reasonable efforts to address their concerns.
Damaged or Incorrect Orders
If your order arrives damaged, broken, or incorrect, please contact us promptly and include your order number and, when applicable, photographs of the damaged product and packaging.
We may replace the affected product, provide store credit, or issue a refund at our discretion. The total monetary refund or reimbursement for any order remains subject to the $50 maximum described above.
Return Shipping
Customers are responsible for return shipping costs unless 18 Chestnuts determines that the return resulted from an error on our part.
Original shipping charges and return shipping costs are non-refundable unless otherwise determined by 18 Chestnuts.
Please do not return products without first contacting our customer service team.
Limitations
This policy applies only to purchases made directly through 18Chestnuts.com. Products purchased from a grocery store, retailer, marketplace, or other third party are subject to that seller's applicable return and refund policies.
Nothing in this policy is intended to limit any rights or remedies that cannot legally be limited under applicable law.
Contact Us
If you have questions or concerns regarding an order, please contact:
18 Chestnuts
support@18chestnuts.com
825 C Merrimon Ave. PMB #312
Asheville, NC 28804