Refund and returns policy

Your right to return

You can return anything within 30 days of delivery for a refund, for any reason.

Items must be unused, in the condition you received them, and in their original packaging. A jacket that's been worn in water can't be resold, so we can't accept it back unless it's faulty.

How to start a return

Email contact@chillmypet.com with your order number and what you'd like to return. We'll reply with return instructions.

Please don't send anything back before contacting us — returns without instructions can't be tracked to your order, and we may not be able to refund them.

Who pays return postage

We cover it. Returns and exchanges are free within 30 days — email us and we'll send you a prepaid label.

We recommend using the label we send rather than your own service, so the parcel can be tracked back to your order.

When you get your money

We inspect returns on arrival and issue the refund within 10 business days.

Refunds go back to the card or wallet you paid with — we can't send them anywhere else. Your bank may take a few more days to show it.

Faulty items

If something arrives damaged or develops a fault, email us with a photo and your order number. We'll replace it or refund it, including postage both ways.

This sits alongside your statutory rights, which nothing in this policy limits.

Cancelling an order

Email us as soon as you can. If the order hasn't been dispatched we'll cancel and refund it in full. After dispatch, treat it as a return.