Refund policy

Return & Refund Policy | Chewpions.com

Effective date: 9 January 2026

Company: Chewpions LTD (“Chewpions”, “we”, “us”, “our”)

Website: Chewpions.com

Contact: returns@chewpions.com / +44 20 3710 8430

Returns address: Provided upon confirmation of return acceptance

This Return & Refund Policy (the “Policy”) explains how returns, exchanges, and refunds work for purchases made on Chewpions.com (the “Site”). This Policy is intended to operate alongside (and not limit) any non-excludable consumer rights you may have under applicable law.

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1) 30-Day Returns Window

Subject to the eligibility rules below, we accept return and refund requests within 30 days of delivery (the “Returns Window”).

To request a return or refund, you must contact us within the Returns Window and follow the return process in Section 5.

2) Eligible Reasons for a Return or Refund

We will generally accept returns/refunds within the Returns Window where one of the following applies:

1. Damaged in transit / defective / faulty product (including quality issues).
2. Incorrect item received (we shipped the wrong product).
3. Missing items from your shipment (subject to verification).
4. Change of mind only where the product is unused and in original, unopened, and resealable condition (see Section 3 for exclusions).

Where appropriate, we may offer an exchange or replacement instead of a refund (for example, where an item is damaged in transit and a replacement can be shipped quickly). Nothing in this Policy affects your statutory rights regarding faulty goods.

3) Return Conditions and Exclusions

A. Condition requirements (where return is accepted)

Unless the return is due to a defect/fault, wrong item, or transit damage, returned items must be:

• Unused; and
• In original packaging; and
• Unopened / unsealed where the product is sealed for health protection or hygiene reasons.

B. Items we do not accept for return (except where required by law)

We will generally not accept returns/refunds for:

• Opened, unsealed, or partially used consumable products (including pet supplements and chews), except where they are defective, damaged, incorrect, or otherwise non-conforming;
• Gift cards (if sold);
• Final sale / clearance items (where clearly marked at purchase);
• Free gifts or samples (refunds are limited to amounts paid).

4) Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within the Returns Window and provide:

• Your order number;
• Photos of the item(s), packaging, and shipping label; and
• A brief description of the issue.

If verified, we will generally offer (at our option, and subject to applicable law):

• A replacement at no extra cost; or
• A refund to your original payment method; and/or
• A prepaid return label (or reimbursement of reasonable return shipping costs) where we require the item to be returned.

5) How to Return an Item (Return Authorisation)

1. Contact us first at returns@chewpions.com with your order number and reason for return.
2. If eligible, we will issue a Return Authorisation (and may provide return instructions and/or a label). The returns address will be provided once your return is accepted.
3. Pack the item securely (including all accessories and any inserts originally provided).
4. Ship the item using a tracked method unless we provide a label.

Unauthorised returns: Items sent back without Return Authorisation may be refused or delayed.

6) Return Shipping Costs

• If the return is due to our error (wrong item, defective item, verified transit damage), we will generally cover reasonable return shipping costs (or provide a label), subject to verification.
• For change-of-mind returns, you are responsible for return shipping costs and any risk of loss/damage in transit until the item is received by us.

7) Refunds: Timing and Method

A. Refund method

Approved refunds are issued to the original payment method (or, where that is not possible, an alternative method we agree with you).

B. Processing timeline

Once we receive and inspect the returned items (or once your claim is validated for non-returnable defective items), we will process the refund within 5–10 business days. Your bank or payment provider may take additional time to post the refund.

C. Refund amount

Refunds typically cover the amount paid for the returned product(s). Any original shipping fees, duties, and taxes are treated as follows:

• Standard shipping fees: Where applicable law requires it, we refund the cost of the least expensive standard delivery option offered at checkout for the relevant order.
• Premium/express delivery fees: Generally not refunded where the customer selected an upgraded shipping service.
• Import duties/taxes: If charged by customs authorities, these are typically non-refundable and must be handled with the carrier or customs authority (unless local law requires otherwise).

D. Withholding refunds until goods are received

Where permitted by law, we may withhold a refund until we have received the returned goods or you provide evidence of return shipment.

8) Exchanges

If you want an exchange, contact us to confirm stock availability and the correct process. Exchanges are handled as either:

• A replacement shipment after return approval; or
• A return + re-order, depending on the circumstances and inventory.

9) Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute for an order, we may pause return/refund processing until the dispute is resolved. This does not limit any rights you have under card scheme rules or consumer law.

10) Statutory Consumer Rights (Non-Excludable)

This Policy is a commercial returns policy offered by Chewpions and operates in addition to rights that cannot be excluded under applicable consumer protection laws.

• UK/EU: Consumers may have statutory cancellation/withdrawal rights for distance purchases, subject to exceptions (including for sealed goods once unsealed where they are not suitable for return due to health protection or hygiene reasons).
• Australia: Businesses are not required to provide refunds for change of mind, but must provide remedies where consumer guarantees are not met.

If you believe you have statutory rights that apply to your order, contact us and we will assess the matter accordingly.

11) Policy Updates

We may update this Policy from time to time to reflect operational changes or legal requirements. The “Effective date” above indicates when this Policy was last updated.

12) Contact

For any return/refund request or questions about this Policy:

• Email: returns@chewpions.com
• Phone: +44 20 3710 8430

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