At Chewcottontug, we are committed to providing premium, durable cotton rope canine products alongside a transparent and compliant shopping experience. This Refund and Cancellation Policy outlines your legal rights regarding cancellations, returns, and refunds, in full compliance with Canadian commercial regulations and European Union consumer protection laws.

 

1. 1. Right of Withdrawal (14-Day Cooling-Off Period)
      In accordance with the European Union Consumer Rights Directive, customers residing within the European Union or European Economic Area (EEA) possess the statutory right to withdraw from their purchase within 14 days without providing a reason.

Period: The withdrawal period expires 14 days from the day on which you, or a third party designated by you (other than the carrier), acquires physical possession of the goods.

Exercise of Right: To exercise your right of withdrawal, you must inform us of your decision via an unequivocal statement sent by email to durable@chewcottontug.com.

Conditions for Return: To qualify for a full refund under the right of withdrawal, items must be returned unused, unaltered, in their original condition, and in their original packaging.

 

2. 2. Damaged, Defective, or Incorrect Items
      We implement meticulous manual quality inspections across our entire fulfilment workflow. However, if an item arrives damaged, defective, or does not match your order specification, you are entitled to a remedy under statutory consumer guarantees.

Process: Please contact our customer support team at durable@chewcottontug.com within 14 days of delivery. Please provide clear photographic evidence illustrating the specific issue or defect.

Resolution: Upon verification of the photographic evidence by our assessment team, we will process either a full refund or issue a replacement item. You are not required to physically return the damaged or defective item to our facility.

 

3. 3. Shipping, Delivery, and Transit Issues
      All orders are processed and dispatched directly from our dedicated inventory facility in Canada.

Handling & Transit: Orders typically require 1 to 2 business days for handling and dispatch. Standard transit to European destinations via our priority shipping partners (including DHL, FedEx, and UPS) is estimated between 5 to 10 business days.

Tracking: Automated tracking notifications are transmitted to the email address provided at checkout during critical transit milestones, including initial dispatch, carrier sorting point arrival, and local delivery routing.

Delayed Transits: If a shipment exceeds the standard estimated delivery timeframe, our team will initiate a formal investigation with the respective carrier. Depending on the specific findings of the carrier inquiry, we will either arrange for a complete refund or dispatch a replacement order.

 

4. 4. Return Logistics and Costs
      For standard returns initiated under the 14-day statutory Right of Withdrawal:

Return Address: All returns must be shipped directly to our central corporate facility at the following address:

Suite 105, 3045 Robie Street, Halifax, NS, B3K 4P6, Canada

Return Costs: Unless the item is verified as defective or damaged upon arrival, the consumer is responsible for the direct costs of returning the goods to our Canadian facility. We strongly recommend utilising a trackable shipping service, as we cannot process refunds for returned items that are lost in transit prior to reaching our facility.

 

5. 5. Payment Methods and Refund Processing
      All transactions are processed through secure, encrypted payment channels. Approved refunds are credited exclusively back to the original funding source utilized at the time of purchase.

Supported Payment Methods: We accept major credit and debit networks, including Visa, Mastercard, and American Express, as well as digital wallets including Apple Pay and Google Pay.

Processing Timeframe: Upon approval of a refund or withdrawal request, the funds will be issued immediately from our system. Please note that banks and card issuers typically require 5 to 10 business days to credit the balance back to your account statement.

 

6. 6. Corporate Contact Information
      For any enquiries regarding cancellations, returns, or the administration of this policy, please reach out directly via the verified corporate channels below:

Legal Entity Name: Chewcottontug Products Canada Inc.

Corporate Registration Number: 1602948-3

Corporate Address: Suite 105, 3045 Robie Street, Halifax, NS, B3K 4P6, Canada

Dedicated Support Email: durable@chewcottontug.com

Corporate Telephone: +1 (902) 422-7715