Refund policy

30-Day Money-Back Guarantee

We stand behind every ChillPaw product. If you or your pet aren't happy with your purchase, you have 30 days after receiving your item to request a return or refund — including items purchased at sale prices.

How to start a return

Email us at samuel.hallson@gmail.com with your order number before sending anything back. We'll confirm eligibility and provide the correct return address. Items sent back without contacting us first cannot be accepted.

Return conditions

We ask that returned items be clean (machine-washed is fine — we know your pet used it, that's the point of the guarantee) and include your order number or proof of purchase. The customer is responsible for return shipping costs, except in the cases below.

Damaged, defective, or wrong items

Please inspect your order on arrival. If your item arrives damaged, defective, or incorrect, contact us within 30 days with a photo and we will make it right with a free replacement or full refund — no return shipping required in most cases.

Refunds

Once we've received and inspected your return (or approved your claim), we'll notify you of the outcome. Approved refunds are issued automatically to your original payment method within 10 business days. Banks and card companies may need additional time to post the refund. If more than 15 business days have passed since approval, contact us at samuel.hallson@gmail.com.

Exchanges

The fastest way to get a different size or color is to request a return for the item you have and place a new order for the one you want.

European Union — 14-day cooling-off period

If your order is shipped into the European Union, you additionally have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, under the same return conditions described above.

Non-returnable items

Gift cards cannot be returned.