Returns, Exchanges & Refunds Policy

Cancelling an order before we have dispatched it

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If you have placed an order that we have not yet dispatched and you wish to cancel it please email us as soon as possible on hello@charleychau.com and we will cancel the order on your behalf and issue a refund in line with the Refunds Policies stated below. 

Returning Goods for a Refund or an Exchange

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If you wish to cancel your order and return an item for either a refund or an exchange please let us know within 14 calendar days of receiving the goods by email on hello@charleychau.com. Please note that we can only accept goods for a refund or exchange if they were originally ordered through www.charleychau.com (“Our Website”).

Please also note that we cannot accept goods that are not in a re-saleable condition or that have been used, or that show signs of excessive handling unless the goods were damaged or faulty when received.  Excessive handling means any more handling than is reasonable required to ascertain the nature and characteristics of the goods in question, for example no more than would be permitted in a shop.

Please ensure that you return the goods to us no more than 14 calendar days after the day on which you have informed us that you wish to cancel if you are within the European Union, or within 21 days if you are outside the European Union.

Goods are returned at your own cost, unless an item is shown to be faulty when received, and should be sent to:

Charley Chau Limited
Unit 16, Astra Road
Astra Business Park
Guinness Road
Manchester
M17 1SU
United Kingdom

Telephone: +44 (0)161 848 8702

Please ensure that goods are suitably packed and we recommend that you use a “signed for” service and ensure that the parcel is adequately insured against loss or damage while in transit.

Refunds for Customers inside the European Union

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We will issue your refund, including the original shipping fees applied to your order, within 14 days of receiving the goods, providing that the returned goods comply with the conditions set out above.

If you cancel your order before we have processed or dispatched your order we will issue a refund to you within 14 calendar days from the day on which you inform us that you wish to cancel the contract.

Refunds will be made using the same payment method that you used when ordering the goods. Please note that we can only refund monies paid to the person who placed the order in the first instance.

If you are returning goods for an exchange please see ‘Arranging An Exchange’ below

Refunds for Customers Outside the European Union

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We will issue your refund, excluding the original shipping fees charged and incurred by us when the goods were sent to you, within 14 days of receiving the goods, providing that the returned goods comply with the conditions set out above.

If you cancel your order before we have processed or dispatched your order we will refund any shipping charges paid providing we have not already incurred costs booking your order with a courier for delivery.

If you are returning goods for an exchange please see ‘Arranging An Exchange’ below

Arranging an Exchange

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If you are returning goods for an exchange please notify us by email on hello@charleychau.com within 14 calendar days of receiving the goods. And return the goods to us as outlined above ‘Returning Goods for a Refund or Exchange’.

When you notify us that you wish to arrange an exchange please state what you would like to exchange the goods for (including product name, size, colour, quantity and any other relevant information).

Providing that the goods requested are available, we will calculate the balance due or owed and confirm this amount to you by email.

Where the value of the exchange goods requested and any additional shipping fees that may apply are in excess of the amount paid for the goods being returned we will confirm the balance outstanding and request payment from you.

Where the value of the exchange goods requested and any additional shipping fees is lower than that of the goods being returned we will confirm the balance and issue a refund to you within 14 days of receiving the goods that are to be returned as part of the exchange.

Once we have received the goods that are being returned we will dispatch the goods that have been requested in exchange providing that:

  • We have received the returned the goods and they comply with the conditions stated above;
  • All outstanding balances on the value of the exchange, including any additional shipping fees, have been settled.

Faulty Goods

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We strive to ensure that all of our products are made to the highest standards but if you believe you have received a faulty item from us please let us know as soon as possible: hello@charleychau.com

We will exchange or refund faulty items providing that any issues are not the result of reasonable wear and tear, inappropriate use of the product, or deliberate damage. For example, a dog that has chewed a zipper on a dog bed supplied by Charley Chau would not be considered reasonable wear and tear and would not be considered faulty if the only complaint was that the zip did not withstand chewing by a dog.

Even if an item is faulty you must still return faulty goods to us as we always asses faulty items to help us maintain our high levels of quality.

Please ensure that you return Goods to us no more than 14 calendar days after the day on which you have informed us that you believe an item is faulty. Goods should be returned to us at:

Charley Chau Limited
Unit 16, Astra Road
Astra Business Park
Guinness Road
Manchester
M17 1SU
United Kingdom

Telephone: +44 (0)161 848 8702

Please ensure that goods are suitably packed and we recommend that you use a “signed for” service and ensure that the parcel is adequately insured against loss or damage while in transit. We cannot refund or replace goods that are being returned as faulty if they go missing in the post.

If you return a faulty item to us and on our inspection we agree that the fault is not due to reasonable wear and tear, inappropriate use of the product or deliberate damage, we will reimburse you for any reasonable shipping costs incurred by you as a result of having to return the item to us. We will also offer to either repair, exchange or refund for the faulty item at our discretion.

If having inspected the goods we reasonably believe that the product is not faulty and that any deterioration is due to reasonable wear and tear, or that a fault has been caused by inappropriate use of the product or by deliberate damage we will contact you with a full explanation as to why, and offer to send the item back to you free of charge.

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If you have any questions relating to any aspect of our Returns and Exchanges Policy please do not hesitate to contact us on hello@charleychau.com or by phone on +44 (0)161 848 8702.

This Returns, Refunds and Exchanges Policy forms part of the Terms and Conditions of Our Website. Read our full Terms and Conditions.