Warranty

 

 

WARRANTY POLICY

LIMITED WARRANTY. Chilly Moose Inc. (“Chilly Moose”) warrants its products to be free from defects in material or workmanship under normal use and service from the date of original purchase for the period listed on the chart below. This warranty is your exclusive warranty, and there are no warranties that extend beyond the description contained here. Chilly Moose shall provide you with a replacement part or product if the product proves defective under the terms of this warranty. 

Warranties will only be processed with a valid proof of purchase

Warranty Processing 

Chilly Moose coolers and drinkware are backed by a limited warranty. If a warranty claim is approved and the product has been in the customer’s possession for more than 30 days, the customer is responsible for the cost of return shipping to our facility. Once received, our team will inspect the product to determine if it qualifies for repair or replacement under our warranty policy.

If the item is deemed eligible, it will be repaired or replaced and shipped back to the customer. Please note that shipping costs both to and from our facility are the responsibility of the customer, regardless of the outcome.

In cases where the issue can be resolved with a replacement part and the full product does not need to be returned, we will send the appropriate part along with installation instructions. The customer is responsible for all shipping charges associated with replacement parts.

Open Box Warranty

Open Box Coolers are sold in "as is" condition and are final sale. Any scratches, dents, or abnormalities that the cooler may have are not covered under any manufacturer's warranty. 

Replacement units will not be provided for any open box item warranty claims. Repair parts may be sent if deemed necessary. Shipping will be at the cost of the customer. 

The warranty is valid for the original purchaser and is not transferable.

PLEASE DO NOT SEND YOUR PRODUCT BACK TO CHILLY MOOSE UNTIL INSTRUCTED TO DO SO BY A CHILLY MOOSE CUSTOMER SERVICES REPRESENTATIVE. 

Dealers, service centers, or retail stores do not have the right to change the terms and conditions of the warranty. Chilly Moose is not responsible for incidental or consequential damage resulting from any malfunction.

The warranty shall not apply to any product, or component thereof, which is not returned as stated below, and/or which has been:

(1) damaged through abuse, misuse, or neglect.

(2) damaged in an accident.

(3) unreasonably used or used for any purpose not expressly stated in the product manual.

(4) repaired or altered in any way, including electronic changes from its original configuration.

(5) damaged due to normal cosmetic wear and tear.

(6) damaged by improper maintenance or improper washing.

(7) damaged by dishwasher use, where dishwasher use is not recommended.

(8) damaged by abrasive or aggressive washing.

(9)scratched, punctured, dented, cut, dropped, impacted, or otherwise physically damaged through use.

(10) affected by the natural breakdown, fading, or discoloration of colours and materials over time.

Any implied warranties, including the implied warranty of merchantability, are also limited to the durations indicated below. This warranty gives you specific legal rights, and you may also have other rights, which vary from province to province, state to state, and country to country. Please carefully review any care instructions provided with the product for proper use and care.

SHIPPING DAMAGES

Any damages that would have occurred during the shipping process must be reported within three (3) business days of receiving the product from the carrier.

Receiving times will be taken from the carrier's tracking system. Failure to report damages in the allotted timeframe will result in no coverage for any damages. 

WARRANTY SERVICE PERIODS

 CATEGORY WARRANTY TERMS*
Rotomold Chilly Ice Box Coolers 5 Year(s)

Bowen Soft Cooler

 1 Year(s)
Drinkware 1 Year(s)
Vacuum Insulated Drinkware, integrity of the vacuum vessel only Lifetime
Ice Substitutes 1 Year(s)
Cooler Accessories 1 Year(s)
Electronic Components for Chilly Ice Box (Chilly lights)

1 Year(s)
Portable Refrigerated Fridge-Freezer Coolers (exterior shell, electronic control panel, and interior shell)

1 Year(s)
Portable Refrigerated Fridge-Freezer Coolers - compressor only

1 Year(s)

As of November 12th, 2021

*Chilly Moose will provide a replacement compressor. The cooler owner is responsible for installation, shipping, and return of the original malfunctioning compressor to Chilly Moose's head office.

 

 

PLEASE NOTE: Cosmetic wear and tear, self-inflicted damage through misuse (including improper maintenance and washing, i.e., dishwasher or abrasive and aggressive washing), abuse, neglect, scratches, punctures, and the natural breakdown of colours and materials through use over time on all Rotomold Coolers and Portable Fridge Freezers, Drinkware, and Accessories is not covered under the manufacturer's warranty.

*Warranties are non-transferable from the original purchaser.

Unit Replacements:

Items that qualify for unit replacement warranty will not have any warranty status after being replaced. Customers will only receive one unit replacement per purchase. Once a unit is replaced, all warranty status is null and void for the replaced item and the new item.

Customer is responsible for any return shipping costs. 

Replacement Parts

Where Chilly Moose determines that a warranty issue can be resolved with a replacement part, it may provide the replacement part instead of repairing or replacing the entire product.

Replacement parts may include installation instructions where applicable.

The customer is responsible for shipping charges associated with replacement parts.

Warranty Limitations

Dealers, service centers, retail stores, distributors, or other third parties do not have the right to change the terms and conditions of this warranty.

Chilly Moose is not responsible for incidental, indirect, special, or consequential damages resulting from any product malfunction, defect, delay, repair, replacement, or inability to use the product.

Any implied warranties, including the implied warranty of merchantability, are limited to the warranty durations listed in this policy, except where prohibited by applicable law.

This warranty gives customers specific legal rights. Customers may also have other rights, which vary by province, state, and country.

ROTOMOLD CHILLY ICE BOX COOLER WARRANTY

Rotomold Chilly Ice Box Coolers are covered by a limited 5-year warranty against defects in material or workmanship under normal use from the date of original purchase.

This warranty does not cover cosmetic wear and tear, scratches, punctures, fading, discoloration, damage caused by misuse, improper care, abuse, neglect, accidents, or the natural breakdown of colours and materials over time.

BOWEN SOFT COOLER WARRANTY

The Bowen Soft Cooler is covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

This warranty includes the zipper, which is also covered for 1 year from the date of original purchase.

This warranty does not cover normal wear and tear, cosmetic damage, fading, punctures, cuts, abrasions, improper care, misuse, abuse, neglect, accidents, or damage caused by use outside the product’s intended purpose.

DRINKWARE WARRANTY

Chilly Moose drinkware is covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

Vacuum-insulated drinkware has a lifetime warranty on the integrity of the vacuum vessel. This lifetime warranty applies specifically to the product’s ability to maintain its vacuum insulation.

The lifetime vacuum vessel warranty does not apply to lids, caps, straws, handles, seals, gaskets, coatings, finishes, paint, printed decoration, decals, cosmetic damage, dents, scratches, fading, discoloration, drops, impacts, misuse, improper care, improper washing, dishwasher use where not recommended, abrasive or aggressive washing, abuse, neglect, or the natural breakdown of colours and materials over time.

All other drinkware components and accessories are covered by the standard 1-year warranty.

CUSTOMIZED PRODUCTS

At Chilly Moose, we take great pride in offering high-quality products and durable customization options that are produced in-house by our skilled production artists and technicians. We carefully research and test each method to ensure the best possible performance. However, please note the following important warranty limitations regarding customization:

UV Print / Decals / Heat Transfer Customization on Chilly Moose products is not covered under warranty. While we use exceptionally high-quality technology and materials, printed and transfer decoration is not permanent by nature and may fade, scratch, or wear over time.

Third-party customization—including any product customization that is not ordered and produced by Chilly Moose directly or through an authorized Chilly Moose promotional representative—is not the responsibility of Chilly Moose and is not covered under warranty. Any unauthorized modifications, including but not limited to imprinting, engraving, or marking, may void the product warranty.

ICE SUBSTITUTES WARRANTY

Chilly Moose ice substitutes are covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

This warranty does not cover damage caused by misuse, punctures, improper handling, abuse, neglect, or normal wear and tear.

COOLER ACCESSORIES WARRANTY

Chilly Moose cooler accessories are covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

This warranty does not cover cosmetic wear and tear, misuse, abuse, neglect, improper care, damage caused by accidents, or the natural breakdown of colours and materials over time.

ELECTRONIC COMPONENTS WARRANTY

Electronic components for Chilly Ice Box Coolers, including Chilly Lights, are covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

This warranty does not cover damage caused by misuse, water damage where the product is not intended to be submerged, improper installation, improper storage, abuse, neglect, accidents, unauthorized repair, or product modification.

PORTABLE REFRIGERATED FRIDGE FREEZER COOLER WARRANTY

Portable Refrigerated Fridge Freezer Coolers are covered by a limited 1-year warranty against defects in material or workmanship under normal use from the date of original purchase.

The exterior shell, electronic control panel, interior shell, and compressor are each covered for 1 year from the date of original purchase.

For compressor-related warranty service, Chilly Moose may provide a replacement compressor where applicable. The cooler owner is responsible for installation, shipping, and return of the original malfunctioning compressor to the Chilly Moose head office, unless otherwise stated by Chilly Moose.

For warranty service on Chilly Moose Portable Refrigerated Fridge Freezer Coolers, customers may be directed to Chilly Moose’s authorized service partner.

Final Sale and Non-Warranty Items

Open Box products are final sale and sold in “as is” condition.

Cosmetic imperfections, existing marks, scratches, dents, or abnormalities on Open Box products are not covered by warranty.

Products damaged through misuse, neglect, improper care, modification, unauthorized customization, or normal wear and tear are not eligible for warranty repair, replacement, or refund.

HOW TO OBTAIN WARRANTY SERVICE 

Here at Chilly Moose, we build coolers and cooler accessories to help you do the things you love with the people you love. Whether you’re using it for work or for play, we want you to be satisfied with your Chilly Moose product, and we guarantee the craftsmanship of everything we make.

For warranty claims, please contact Chilly Moose Warranty Department at:
Email: hello@chillymoose.ca
Subject: Warranty Claim
Include: 

  1. Order number.
  2. Valid proof of purchase.
  3. Clear photos of the product.
  4. Clear photos of the issue or defect.
  5. A full description of the issue.
  6. Your name, shipping address, phone number, and email address.

    Chilly Moose may request additional information, photos, or the return of the product before approving or denying a warranty claim.

    Portable Refrigerated Fridge Freezer Cooler Service

    For warranty service on Chilly Moose Portable Refrigerated Fridge-Freezer Coolers, please contact our service partners: 360 Medical Inc., phone 1-800-209-2082

    Important Return Instructions 

    Please do not send your product back to Chilly Moose until instructed to do so by a Chilly Moose Customer Service representative.

    Products returned without authorization may not be accepted, processed, repaired, replaced, or returned.

    Policy Updates 

    Chilly Moose may update or modify this warranty policy from time to time.

    Warranty coverage is determined based on the warranty terms in effect at the time of the original product purchase, unless otherwise required by applicable law.