RETURNS POLICY

We hope you and your CHUM love everything you receive — but we get it, sometimes things don’t go to plan. Whether something’s not quite right or you’ve received a faulty item, we’re here to help. Below you’ll find all the details on how we handle returns, exchanges, and refunds.

By placing an order with CHUM, you’re agreeing to the terms set out below.

Refund Policy

Please note that refunds are only issued for items deemed faulty after assessment. For all other return scenarios, we offer store credit or an exchange—not cash refunds.

Faulty Items

If your order arrives damaged or faulty, contact us as soon as possible at support@chumfordogs with photos of the issue. We may ask you to return the item for inspection. If confirmed as faulty, we’ll offer a replacement or full refund, depending on your preference.

Returns Guidelines

  • Returns must be initiated within 10 days of receiving your order. Returns requested outside this window may not be accepted.

  • To start a return, email us at support@chumfordogs with your order number and your preferred resolution (exchange, store credit, etc.).

  • Please include a tracking number when you send the item back so we can anticipate its arrival.

  • All items must be returned in original condition: unused (besides a try on!), unwashed, and free from pet fur or marks. Items that are not in resellable condition will not be accepted for credit or exchange.

  • Buyers are responsible for return and exchange shipping costs.

  • We recommend using a tracked courier service—we can’t take responsibility for returns lost in transit.

  • Include a copy of your order confirmation or invoice with the returned item.

We do not accept returns due to change of mind, so please choose carefully.

Pre-Orders

When you place a pre-order, the item is reserved just for you. As pre-order stock is limited, we cannot always guarantee exchanges will be possible for other sizes or styles. If you’re unsure, feel free to contact us before ordering—we’re happy to help with sizing and product advice.

If you have any questions about this policy or need help with your return, feel free to get in touch. We’re here to make things as smooth as possible for you and your CHUM.