Refund policy

Returns and Refunds

Changed your mind, or ordered the wrong size
You have 14 days from the day your order arrives to cancel for any reason, including ordering a size that turned out wrong. Email Chillpawltd@gmail.com within that window and we will arrange collection. We cover return postage. The mat needs to come back in the condition you received it, so please only unwrap it as much as you would handle it in a shop. Once it reaches us we refund you in full within 14 days.

Arrived damaged
Send us a photo and tell us whether you would like a refund or a replacement. Either is yours to choose and you do not need to send the damaged mat back. Please let us know within 48 hours of delivery where you can, as that is the window we have to claim against the courier.

Wrong item sent
Our mistake, so we fix it at our cost. Email us a photo of what arrived and we will send the right mat or refund you in full, whichever you prefer.

Never arrived
We quote 3 to 7 days for delivery. If your order has not turned up within 14 days of dispatch, email us and we will refund you or send a replacement. If you asked the courier to leave your parcel in a safe place or with a neighbour, it becomes your responsibility once it is left there. If the courier left it somewhere without your instruction and it went missing, that is on us.

Faulty mat
If your mat develops a fault within 30 days of delivery, you can return it for a full refund. After 30 days we will replace it, and if we cannot, we will refund you.

Everything else
We do not accept returns outside of the cases above. Mats returned after the 14 day cancellation window, or damaged through use, chewing, or washing against the care instructions, are not eligible.

How to claim
Email Chillpawltd@gmail.com with your order number, plus a photo for damage or wrong item claims. We reply within one working day. Refunds go back to your original payment method.