1. Overview & Policy Scope

This Refund & Return Policy applies to all product purchases made through www.chewandbounce.com (“Website”), operated by chewandbounce (“we”, “us”, or “our”).

Our policies are designed to comply strictly with consumer protection laws in the United Kingdom and the European Union. We strive to provide clear, fair, and accessible procedures for handling order cancellations, returns, refunds, and replacements.

2. Statutory 14-Day Right of Withdrawal (Cooling-off Period)

In compliance with European Union distance selling legislation and United Kingdom consumer law, customers residing in the UK and European Union possess a statutory 14-day right of withdrawal.

  • Right of Withdrawal Period: You have the right to cancel and return your purchase within 14 calendar days from the date on which you (or a designated recipient) physically receive the goods, without providing any reason.
  • Notification Requirement: To exercise your right of withdrawal, you must notify our customer support team prior to the expiration of the 14-day period by sending an email statement to platform@chewandbounce.com.
  • Return Address & Return Shipping: Upon receipt of your withdrawal notification, our support team will provide return instructions. Goods must be dispatched to our designated European return address: 2 Westow Street, Crystal Palace, London, SE19 3AH, United Kingdom. Customers exercising their statutory right of withdrawal for non-defective items are responsible for the direct costs of returning the goods.
  • Refund Processing: Refunds following a statutory withdrawal will be issued within 14 calendar days of receiving the returned item at our facility, or upon receiving proof of return dispatch.

3. Damaged, Defective, or Faulty Goods (No Physical Return Required)

We perform operational inspections on items prior to shipment. However, if an item arrives with a defect or sustains physical damage during transit:

  • Notification & Submission of Proof: Please inform our support team at platform@chewandbounce.com within a reasonable timeframe after delivery. You will be asked to provide clear photographic evidence illustrating the damage or defect alongside your order details.
  • Resolution Without Physical Return: Upon review and confirmation of the defect or damage via photographic proof, we will process either a full refund or a replacement dispatch without requiring you to physically return the damaged item.

4. Shipping Timeframes, Transit Investigations & Non-Delivery Refunds

  • Carrier Partners & Shipping Window: We deliver across the United Kingdom and Europe using priority services from express carriers including DHL, FedEx, and UPS. Standard estimated delivery takes 5 to 8 working days following dispatch.
  • Automated Order Tracking: At key fulfillment milestones—including order dispatch, arrival at carrier transit hubs, and local delivery dispatch—automated tracking updates are sent to the email address provided during checkout.
  • Overdue Deliveries: If an order exceeds the standard estimated delivery window of 5 to 8 working days, please contact platform@chewandbounce.com. We will initiate a formal investigation with the carrier. If transit non-delivery or loss is verified by the carrier, we will immediately process either a full refund or issue a replacement dispatch.

5. Refund Execution & Payment Methods

All approved refunds are issued exclusively to the original payment method used during checkout.

  • Accepted Payment Methods: Payments and associated refunds are processed through standard payment options, including credit and debit cards (Visa, Mastercard, American Express) as well as digital wallets (Apple Pay and Google Pay).
  • Processing Timeline: Once a refund is approved and processed on our end, financial institutions typically require between 3 to 7 business days to reflect the refunded amount back onto your account or card statement.

6. Customer Support

For any questions regarding returns, refunds, damaged items, or delivery status, please contact: