Refund policy
Return & Refund Policy
We want you and your pet to love every order. If something isn't right, here's how returns and refunds work at Chubby Tail.
EU Right of Withdrawal (14 days)
Under EU consumer law, you may cancel your order for any reason within 14 days of receiving it — no explanation needed. Just email us at romanichgaga@gmail.com to start the process. After notifying us, you have a further 14 days to send the item back.
30-Day Happy-Pet Guarantee
On top of your legal rights, if your pet simply doesn't get on with a product, contact us within 30 days of delivery and we'll help make it right with a replacement or refund.
Condition of returns
Items should be returned unused, in their original packaging and in resaleable condition. For hygiene reasons, some items (such as opened grooming tools or used bedding) may not be eligible for return unless they are faulty.
Return shipping
Return shipping costs are the customer's responsibility unless the item is faulty, damaged or incorrect — in which case we cover them. We recommend using a tracked service, as we can't be responsible for items lost in return transit.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 14 days. For full-order cancellations under the right of withdrawal, the standard delivery cost is also refunded (excluding any upgraded shipping option you chose).
Faulty or damaged items
If your order arrives damaged or develops a fault, email us at romanichgaga@gmail.com with your order number and a photo, and we'll arrange a free replacement or full refund.
Contact
Chubby Tail — romanichgaga@gmail.com. A real person replies, usually within 24 hours.