Refund policy

 

✅ REFUND & RETURNS POLICY

Chiltern Pet Products

Returns & Refunds

At Chiltern Pet Products, we supply high-quality natural pet treats and products. As many of our items are natural, variations in size, shape, colour and texture may occur. Product images on our website are for illustrative purposes only.

If you are unhappy with your purchase, please contact us at:

📧 sales@chilternpetproducts.co.uk

Faulty, Damaged or Incorrect Goods

If your order arrives:

  • damaged

  • faulty

  • not as described

  • or incorrect

please notify us as soon as possible.

Where goods are faulty or incorrect, we will offer:

  • a replacement

  • or a full refund

  • including standard delivery charges

  • and reasonable return postage costs

This is in accordance with the Consumer Rights Act 2015.

Right to Cancel (Change of Mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers have the right to cancel an online order within 14 days of receiving the goods, for any reason.

To cancel, you must email us within 14 days:

📧 sales@chilternpetproducts.co.uk

You then have a further 14 days to return the goods.

Conditions of Return

Returned items must be:

  • unused

  • in original packaging

  • in a re-sellable condition

You must take reasonable care of the goods while in your possession.

Food & Hygiene Exception

Due to hygiene and safety regulations, we cannot accept returns of edible pet products that have been opened or unsealed after delivery, unless the item is faulty or incorrect.

This does not affect your statutory rights.

Return Postage Costs

  • Change of mind returns: customer pays return postage

  • Faulty/damaged/incorrect goods: we cover return postage

We recommend obtaining proof of postage, as we cannot be responsible for goods lost in transit.

Refund Timescales

Refunds will be processed within 14 days of receiving the returned goods (or proof of return).

Refunds are issued to the original payment method.

Where applicable, we refund standard delivery charges only.

How to Return

Please email us first with:

  • your order number

  • reason for return

  • whether you prefer refund or exchange

Return address details will be provided upon request.