Returns and refunds

If it arrives damaged, faulty, or isn't what you ordered: send us a photo within 30 days. We'll refund you or send a replacement. You won't need to post anything back.

If you simply changed your mind: you have 14 days from receiving your order to tell us, and 14 days after that to return it. You pay return postage.

Your legal rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving them, for any reason, without giving one. Once you have told us you are cancelling, you have a further 14 days to send the goods back.

Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose, you have a 30 day right to reject them for a full refund.

Nothing in this policy affects those rights.

Damaged, faulty, or wrong item

  1. Email Info@chaseandchewstore.com within 30 days of delivery
  2. Include your order number and a photo of the problem
  3. We will refund you in full, or send a replacement, whichever you prefer

We will not ask you to post it back. Return postage on a £12 lick mat costs more than the lick mat. Keep it, bin it, or pass it on to someone whose cat will use it.

Changed your mind

  1. Email us within 14 days of receiving your order
  2. Send the item back within 14 days of telling us, unused and in its original packaging
  3. You pay the return postage
  4. We refund you within 14 days of receiving the item, including the original standard delivery charge

We cannot refund items that have been used. A lick mat that has had yoghurt on it cannot be resold. This is a hygiene requirement, not us being difficult.

Items we cannot accept back once used

For hygiene reasons, and only where the item has been used:

  • Grooming gloves, brushes, and combs
  • Toothbrushes
  • Lick mats, snuffle mats, and food bowls

If any of these arrive faulty, the 30 day right to reject applies regardless. This exclusion only covers change of mind returns on used items.

Refunds

Refunds go back to the original payment method within 14 days. We will email you when it is processed. Your bank may take a further few days.

If something goes wrong

Email Info@chaseandchewstore.com. We aim to reply within one working day. If you are not satisfied with how we have handled a complaint, you can escalate to Citizens Advice or your local Trading Standards.

Last updated 10 July 2026.