Returns & Refunds
Returns & Refunds
Not quite right? You have 30 days to return your order. That is more than double the 14 days UK law requires.
How to Return
Email help@chillpaws.co.uk with your order number within 30 days of delivery.
We reply with return instructions and our returns address.
Send your parcel back using a tracked service.
We check it and refund you to your original payment method.
Changed Your Mind?
- Collars must be unused, uncut and in their original packaging.
- Return postage is paid by you. We recommend a tracked service, as we cannot refund parcels lost on the way back to us.
- Once a collar has been cut to size or worn, it cannot be resold, so we cannot accept it as a change-of-mind return.
Faulty, Damaged or Wrong Item?
We are sorry if your order arrived faulty, damaged or incorrect. Email us within 30 days of delivery with your order number and a photo of the problem. We will send a free replacement or a full refund, whichever you prefer, and you will not pay any return postage.
Your Pet Did Not Get On With It?
Every pet is different. If your pet is uncomfortable with the collar or shows any skin irritation, remove it straight away and email us. We will do our best to help.
Refund Timing
| Step | Time |
|---|---|
| We receive and check your return | Within 2 working days |
| Refund issued to your original payment method | Within 14 days of receiving your return |
| Money in your account | Usually 3-5 working days, depending on your bank |
Cancelling an Order
To cancel before your order is dispatched, email us within 12 hours of ordering and we will cancel it and refund you in full.
Returns Address
[YOUR UK RETURNS ADDRESS]
Please do not send returns without contacting us first.
Need help with a return?
Email help@chillpaws.co.uk. We reply within 24 hours, Monday to Friday.