Refund policy
Website: chillpawmat.com
Contact: hello@chillpawmat.com
At ChillPawMat, we want you and your dog to feel confident trying our cooling mat at home. That’s why we offer a 30-Day Guarantee on eligible orders.
30-Day Return Window
You may request a return within 30 days of delivery.
To be eligible for a return, the item must be:
- Clean and free from excessive pet hair, stains, odors, or damage
- Not chewed, torn, scratched, or heavily used
- Returned with the original packaging when possible
- Purchased directly from chillpawmat.com
To start a return, contact us at:
Please include your order number, full name, email address used at checkout, and the reason for your return.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method.
Please allow 5–10 business days for the refund to appear on your bank or card statement after it has been processed.
Damaged, Defective, or Wrong Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or you received the wrong item, contact us within 7 days of delivery at:
Please include your order number and clear photos of the item and packaging. If approved, we will help arrange a replacement or refund.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping costs, if any, are non-refundable.
Order Cancellations
If you need to cancel or change your order, contact us as soon as possible at:
We can only cancel or edit an order before it has been processed or shipped. Once an order has shipped, it must go through our normal return process.
Non-Returnable Items
We cannot accept returns for items that are:
- Damaged by chewing, scratching, misuse, or improper care
- Excessively dirty or unsanitary
- Returned after the 30-day return window
- Not purchased from chillpawmat.com
Important Product Note
ChillPawMat cooling mats are designed to support your dog’s comfort during warm weather. They are not a replacement for fresh water, shade, supervision, or proper warm-weather pet care.