Refund policy

The ChewPets Return & Refund Policy

We’re committed to delivering safe, effective, and high-quality products for your pet. That’s why we offer a 30-day satisfaction guarantee on eligible purchases.

Return Rules Summary

  • Returns are accepted within 30 days of delivery

  • A $4.00 flat-rate return shipping fee may apply (deducted from the refund)

  • No restocking fees will be charged

  • Final sale items are not eligible for return or refund

30-Day Guarantee (Limited Use Applies)

You may request a refund within 30 days of receiving your product, as verified by the delivery date indicated on your original shipment tracking number.

To qualify for a refund:

  • You must contact us at team@thechewpets.com within 30 calendar days of delivery

  • The product must be no more than 50% used

  • You must provide proof of purchase and your order number

Requests submitted after 30 days from the confirmed delivery date, or products used beyond 50%, are not eligible for refund under this guarantee.

How to Start a Return or Refund

Email team@thechewpets.com with:

  • Your order number and name

  • A clear photo of the product showing its current usage level

  • Confirmation that you are within 30 days of delivery (we verify this via tracking)

If your return is approved:

  • We will provide a return shipping label (if applicable)

  • A $4.00 flat-rate shipping fee may be deducted from your refund total

  • You will receive instructions on where and how to return the product

Do not return any items without contacting us first. Unauthorized returns will not be accepted or refunded.

Items That Cannot Be Returned

We cannot accept returns or offer refunds for:

  • Products used more than 50%

  • Products returned outside the 30-day window

  • Personalized items

  • Gift cards or sale items (final sale)

Damages or Incorrect Items

Please inspect your order upon delivery. If the item is damaged, defective, or incorrect, contact us immediately at team@thechewpets.com so we can evaluate and resolve the issue promptly.

Exchanges

If you would like a different item, the fastest way is to request a refund for the current item (if eligible) and place a new order.

Subscription Orders

For products purchased through a subscription:

  • Refund requests for the first order follow the 30-day return policy stated above

  • Refund requests for subsequent subscription orders must first follow our Subscription Cancellation Policy

  • Refunds for recurring shipments will not be processed unless cancellation terms have been met

Customers are responsible for reviewing and complying with the Subscription Cancellation Policy before initiating any refund request on subscription orders.

European Union: 14-Day Right of Withdrawal

If your order was shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of receipt under the Consumer Rights Directive.

To qualify:

  • The item must be unopened, unused, and in original packaging

  • Proof of purchase must be provided

  • Products used more than 50% are not eligible for refund, even under this policy, due to legal exemptions for opened consumables

Refund Timelines

If your return is approved, your refund will be issued to your original payment method within 10 business days of receiving and inspecting the product.

Please note:

  • Your financial institution may take additional time to post the funds

  • If 15 business days have passed since approval and the refund has not posted, please contact us at team@thechewpets.com

Regional Compliance

This policy complies with consumer protection laws in:

  • United States – FTC Mail Order Rule

  • Canada – Federal and provincial consumer protection acts

  • United Kingdom – Consumer Contracts Regulations 2013, Consumer Rights Act 2015

  • European Union – Consumer Rights Directive (Directive 2011/83/EU)

  • Australia – Australian Consumer Law

  • New Zealand – Consumer Guarantees Act 1993, Fair Trading Act

ChewPets reserves the right to decline return or refund requests that fall outside these terms or that abuse the guarantee.

Contact

For return or refund assistance, please email:
team@thechewpets.com

We’re here to help.