Refund policy
Our 14-day "not happy" guarantee
We want you and your dog to be happy with every Chase Active product. If you're not satisfied for any reason, you can return it within 14 days of receiving your order for a full refund of the product price, even if the product has been opened or partly used.
How to return an item
Email us at simon@chaseactive.co.uk within 14 days of receiving your order, with your order number and the item(s) you're returning. You don't have to give a reason, but feedback helps us improve.
Send the item(s) back within 14 days of contacting us, to: Chase Active, Hendre Wen, Abergele, Conwy LL22 9BX
Please use a tracked service and keep your proof of postage. We can't be responsible for returns lost in transit.
Return postage
You're responsible for the cost of returning items, unless the item is faulty, damaged or not what you ordered (see below).
Refunds
We'll refund you within 14 days of receiving your return, or within 14 days of you providing proof of postage if that comes first.
Refunds go back to your original payment method.
If you return your whole order, we'll also refund the standard delivery charge you originally paid. We don't refund any extra you paid for a faster delivery option.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, contact us at simon@chaseactive.co.uk within 30 days of delivery, with a photo if possible. We'll arrange a replacement or a full refund, including return postage. This doesn't affect your statutory rights under the Consumer Rights Act 2015.
Exceptions
Gift cards and discounted clearance items marked as final sale can't be refunded, unless they're faulty.
For hygiene reasons, please don't send back products that have been contaminated or are no longer in their original container.
Contact
Chase Active
Hendre Wen
Abergele
Conwy
LL22 9BX