Refund policy

This policy is operated by U-ZHEN INTERNATIONAL (HK) CO., LIMITED, trading as Chewvox.

30-day returns

You have 30 days from the day your order arrives to request a return. To be accepted, an item must be unused, clean and in the condition it arrived in, with any packaging it came with. We cannot accept a toy that has already been given to a dog — once it has been chewed it cannot be resold, and we would rather say that plainly than imply otherwise.

How to start a return

Email info@chewvox.com with your order number and tell us which items you want to return. We reply within one business day with the return address and instructions. Please do not send anything back before you hear from us — parcels sent without instructions can go missing and we cannot refund those.

Return shipping

You pay the cost of returning an item unless it arrived faulty, damaged, or was not what you ordered. In those cases we cover the return cost and you choose a replacement or a refund. We recommend a tracked service, because we can only refund items that reach us.

Refunds

Once your return arrives and we have checked it, we process the refund to your original payment method within 3 business days and email you to confirm. Your bank or card issuer may take a further 5 to 10 business days to show it on your statement, which is outside our control. Original shipping charges are not refunded unless the item was faulty or incorrect.

Faulty or damaged items

If something arrives damaged, or develops a fault that is not ordinary wear from play, email us within 30 days with your order number and a photograph. We will arrange a replacement or a full refund including shipping, at no cost to you. Normal wear from chewing is not a fault — these are toys and they are meant to be used.

Cancellations

Email us as soon as possible if you need to cancel. We can usually cancel and refund in full if the order has not yet been dispatched. Once it has shipped, the return process above applies.