🐾 Returns policy 🐾
Returns & Refunds Policy
Last updated: [28 August 2026]
At Chi Life, we want you and your chihuahua to be completely happy with your purchase. If you have any concerns about an order, please contact us and we will be happy to help.
This policy explains your statutory rights when purchasing from Chi Life online. Nothing in this policy affects or limits your legal rights as a consumer.
1. Cancelling an online order – change of mind
Under UK consumer law, when you purchase most products from Chi Life online, you have the legal right to cancel your order without giving a reason.
You have 14 days from the day after you receive your goods to tell us that you wish to cancel your purchase.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.
You do not need to provide a reason for cancelling.
To exercise your right to cancel, please contact us at:
Email: [[email protected]]
Please include your order number and let us know which item(s) you wish to return.
We will then provide you with the appropriate return instructions and return address.
2. Returning unwanted items
If you cancel your order because you have simply changed your mind, you are responsible for the reasonable cost of returning the goods, unless we have agreed otherwise.
Please take reasonable care of the goods while they are in your possession. You may handle and inspect an item as you would reasonably be able to do in a shop.
If the value of an item has been reduced because it has been handled beyond what was reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make an appropriate deduction from your refund where permitted by law.
We recommend obtaining proof of postage when returning an item, as you remain responsible for the goods until they reach the return address.
3. Refunds for cancelled orders
When you validly cancel an order, we will refund the price paid for the returned goods together with the cost of the basic/standard delivery option you originally paid for.
If you selected a more expensive delivery service, we are only required to refund the cost of the standard delivery service.
Refunds will normally be made using the same payment method that you used for your original purchase.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Once the applicable refund becomes due, we will issue it within the period required by law.
4. Faulty, damaged or incorrectly supplied items
Your legal rights are separate from our change-of-mind returns policy.
If an item arrives faulty, damaged, not as described or not fit for purpose, please contact us as soon as possible at:
Email: [[email protected]]
Please provide your order number and, where appropriate, photographs showing the problem. We may ask for photographs or other information to help us understand what has happened.
Where an item is faulty, damaged or otherwise does not conform to your legal rights, we will deal with the matter in accordance with applicable consumer law.
Where a return is required because an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Chi Life will cover the reasonable cost of returning the item.
5. Products which cannot be cancelled under the standard change-of-mind provisions
Certain products are excluded from the statutory 14-day cancellation right.
These may include, for example:
• goods made to your specification or personalised for you
- goods which are liable to deteriorate or expire rapidly; and
- certain sealed goods which cannot be returned for health or hygiene reasons once unsealed.
Where an item is subject to a statutory exception, this will not affect your legal rights if the item is faulty, not as described or otherwise does not conform to the contract.
6. Exchanges
We do not guarantee exchanges for unwanted items. If you would like a different product, colour or size, please contact us and we will explain the options available.
Where appropriate, you may instead cancel your original order in accordance with your statutory cancellation rights and place a new order.
7. Returns procedure
Please contact Chi Life before sending any item back.
We will provide you with the appropriate return instructions and return address for your particular order.
Please do not send a return to a supplier or other address unless we have specifically instructed you to do so.
8. Your statutory rights
This policy does not affect your statutory rights under applicable UK consumer law.
Where goods are faulty, not as described, not fit for purpose or otherwise fail to meet the standards required by law, you may have additional rights and remedies beyond the 14-day change-of-mind cancellation period.
If you have any questions about a return or refund, please contact us at:
Chi Life
Email: [[email protected]
We are always happy to help.
Cancellations
If you wish to cancel your order under your statutory right to cancel, you may use the following wording, although you do not have to use these exact words:
"I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [PRODUCT].
Order number: [ORDER NUMBER]
Ordered on/received on: [DATE]
Name: [CUSTOMER NAME]
Address: [CUSTOMER ADDRESS]
Date: [DATE]"