Refund policy

ChillyPup Returns and Refunds Policy

We want you and your pup to be completely happy with your purchase. If not, you are welcome to return your item within 30 days of delivery for a refund. This policy applies to purchases made directly from chillypup.co.uk and chilly-pup.com.

How to start a return

Please email info@chillypup.co.uk with:

your order number the reason for the return a clear photo of the item

We will reply with approval and the return address.

Return Conditions

To qualify for a refund, items must be:

unused and unworn in the original packaging in a clean, resaleable condition returned within 30 days of delivery

Additional notes:

Customers are responsible for return postage (tracked service recommended) Original delivery fees, if any, are non-refundable Refunds are issued once the item has been received and inspected Please allow 3–10 business days for your bank to show the refund

International Orders

For orders delivered outside the United Kingdom, customers are responsible for all return shipping costs, including any customs charges or duties incurred. We recommend using a tracked service. As international return shipping can be costly, we encourage you to check the size guides carefully before ordering and to contact us at info@chillypup.co.uk before sending anything back, as we may be able to resolve your issue without a return.

Sizing and Fit

Dog clothing can fit differently depending on your pup's shape, chest size and back length. We strongly recommend checking the Size Guide and measuring your dog before placing an order.

If the size you chose is not suitable, you are welcome to return it within 30 days as long as it is unworn and in original packaging.

Sizing issues caused by selecting the incorrect size are treated as standard returns, and customers are responsible for return postage.

We are unable to offer free replacements or refunds without the item being returned in a resaleable condition.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective or incorrect, please contact us within 7 days of delivery.

Email info@chillypup.co.uk with:

your order number a description of the issue clear photos showing the fault

If approved, we will arrange a replacement or refund at no cost to you.

Items showing signs of wear, damage caused after delivery, or issues reported outside the 7-day window may not qualify as faulty.

Delivery Issues, Failed Deliveries and Wrong Addresses

To make sure your order arrives safely, please double-check your delivery address at checkout. Once your order has been handed to the courier, the address cannot be changed.

If a parcel cannot be delivered because:

the address provided was incorrect or incomplete the customer was unavailable to receive the parcel the parcel is refused or unclaimed the courier is unable to deliver after multiple attempts

If any of the above occur, the parcel may be returned to the warehouse, disposed of, or incur additional fees. In these situations, the order is not eligible for a refund, as the non-delivery was not caused by ChillyPup. If redelivery is possible and you would like the item resent, a reshipment fee may apply.

Shipping Delays

Delivery estimates are provided by our couriers and are not guaranteed. During busy periods such as the festive season, occasional delays may occur.

If a parcel is delayed in transit, we will liaise with the courier and keep you updated. We are unable to issue a refund due to a late delivery while the parcel is still in transit. Refunds are only available if:

the courier confirms the parcel is lost, or the parcel is returned to us and you no longer wish to receive it

Once your order arrives, you are still covered by our 30-day money-back guarantee if you decide not to keep the item.

Order Changes and Cancellations

Orders can be amended or cancelled before they are processed by our warehouse. Once an order has been submitted to the warehouse, we are unable to cancel or change it.

Questions?

If you have any questions about returns, refunds or sizing, please email us at info@chillypup.co.uk.

ChillyPup is a trading name of Crabtree Collective Ltd.