Refund and Returns Policy

1. 30-day returns

You have 30 days from the date your order is delivered to request a return. To start a return, email support@chillpawsco.store with your order number and the reason for the return. Please do not send anything back before contacting us, as items returned without prior approval cannot be accepted.

2. Condition of returned items

We understand that you need to try a vest on your dog to check the fit. You may return an item that has been tried on for fit, provided that it is:

• clean, dry and undamaged;
• free of pet hair, odour, stains and marks;
• not washed or worn for walks or outdoor use; and
• returned with its original packaging and any tags.

Items that come back used, soiled, damaged or altered may be refused, or refunded at a reduced amount that reflects their condition. You will need your order number or proof of purchase.

3. Return shipping

Once your return is approved, we will send you the return address and instructions. Unless the item is faulty, damaged or not what you ordered, the cost of return shipping is your responsibility, and original shipping charges are not refundable. We recommend using a tracked service, as we cannot refund returns that do not reach us.

4. Wrong size

Please measure your dog and check the size chart before ordering. If the size isn't right, contact us within 30 days of delivery and we will help you exchange it under the terms of this policy. The quickest way to get the right size is to return the original item for a refund and place a new order.

5. Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty, or not what you ordered, email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.

6. Refunds

We will let you know once we have received and inspected your return. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take additional time to show the refund on your statement. If more than 15 business days have passed since we approved your refund, please contact us.

7. Cancellations, delays and lost parcels

Orders can be cancelled free of charge before they are dispatched. Once an order has been dispatched it cannot be cancelled, and a delivery that arrives later than estimated is not on its own grounds for a refund. Please see our Shipping Policy for full details on cancellations, delivery estimates, delays, lost parcels, refused deliveries and customs charges.

8. Non-returnable items

Gift cards are not returnable. Items that have clearly been used, washed or soiled cannot be returned unless they are faulty.

9. European Union and United Kingdom customers

If your order is delivered to the European Union or the United Kingdom, you have the right to cancel your purchase within 14 days of receiving it, for any reason and without justification. To exercise this right, email us within that period. You must then return the item within 14 days of telling us, in line with the condition requirements above, and you are responsible for the cost of return shipping. We will refund the price of the item and the standard delivery charge you originally paid.

10. Your legal rights

Nothing in this policy limits or excludes any rights you have under the consumer protection laws that apply in your country, including your rights in relation to faulty or misdescribed goods.

11. Contact us

For any return or refund question, email support@chillpawsco.store with your order number and we will reply within 24 hours on business days.