We want you and your pet to be happy with your CHEZ WOOF order. This policy applies to orders delivered within Switzerland.
Cancelling an order
To cancel an order, email orders@chezwoof.ch with your order number as soon as possible. If the order has not yet been handed to the carrier, we will cancel it and refund any payment in full.
Once an order has been handed to the carrier, it can no longer be cancelled. You may request a return under the conditions below.
Returns when you change your mind
You may request a return within 14 calendar days of receiving your order. Email us with your order number before sending anything back so that we can provide return instructions.
For a change-of-mind return, products must be unused, in their original packaging, with all food seals intact. Gift boxes must also be complete and in their original condition. We cannot accept opened treats or products with broken seals as change-of-mind returns.
You pay the cost of sending a change-of-mind return to us. Our original delivery was free, so we do not deduct an outbound delivery charge from your refund. Please pack the products securely; you are responsible for them until they reach us.
After we receive and inspect an eligible return, we will refund the price paid for the returned products to the original payment method within 14 days. We do not charge a restocking fee.
Wrong, damaged, or defective products
If we sent the wrong product, your order arrived damaged, or you believe a product is defective, contact us at orders@chezwoof.ch with your order number and, where helpful, photographs. Please let us know as soon as you reasonably can. Do not discard the product or its packaging until we have responded.
We will arrange an appropriate solution in accordance with your legal rights. Where a return is needed because of our error or a defect, CHEZ WOOF pays the return cost. The 14-day change-of-mind period and sealed-product condition do not limit your rights concerning defective or incorrectly supplied goods.
Refunds
Approved refunds go to the original payment method. The time it takes for the credit to appear may depend on your payment provider.
Contact: orders@chezwoof.ch