Terms and Conditions including Despatch Shipping and Returns Info

 

My Chi and Me

Terms & Conditions, Delivery and Returns Policy

Last updated: April 2026

 

By placing an order on our website you agree to accept these Terms and Conditions of Sale. If you do not agree, please do not place an order. Your order forms the legal basis of the contract between you and My Chi and Me.

Please also refer to our Privacy Policy for full details of how we use your data.

 

Our current office hours are Monday to Friday, 10am to 4pm. We aim to respond to all enquiries within 24 hours during office hours. Please allow additional time on Bank Holidays and weekends due to reduced staffing.

 

Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the goods to us.

 

Condition of Returned Goods

We kindly ask that you try items on your dog carefully, avoid damaging packaging and that you do not remove tags as we need to receive any returned goods in perfect condition for our benefit and yours.

 

You are entitled to handle and inspect items as you reasonably would in a physical shop. However, if goods are returned in a condition beyond reasonable inspection — including items that have been worn, washed, soiled, covered in pet hair, or carry the smell of smoke — we reserve the right to reduce your refund to reflect any diminishment in value, or in cases of significant use, decline the return entirely.

Your statutory rights are not affected by the above condition requirements.

PLEASE DO NOT REMOVE PRODUCTS TAGS ON RECEIPT OF GOODS AS FOR HYGIENE REASONS WE OPERATE A POLICY OF NO RETURNS FOR REFUND OR EXCHANGE ON ITEMS WITH TAGS REMOVED/WITHOUT ORIGINAL PRODUCT PACKAGING UNLESS BY PRIOR AGREEMENT, AS FULLY EXPLAINED ON OUR ORDER PACKING SLIP. YOUR STATUTORY RIGHTS ARE NOT AFFECTED.

 

How to Return an Item

Please use our Returns Centre to register your return before sending items back. This is not a condition of your statutory right to cancel — it is simply our process and ensures faster handling for you and provides us with a record of any photos or requests provided and allows you to request refund, exchange or refund to store credit.

 

•       Visit: https://mychiandme.myreturnscenter.com/

•       Register your return and note your RMA reference number

•       Write your RMA number on your packing slip and include it with your return

•       Send your return to: My Chi and Me, PO Box 754, Oldham, OL1 9QN

 

Returns received without prior registration in our Returns Center may take longer to process. Returns received outside the 14-day cancellation window without prior agreement will not be accepted unless the goods are faulty (see below).

 

Return Postage

Return postage is the responsibility of the customer. For goods valued over £50 we recommend but do not insist on you using a tracked or signed-for service such as Royal Mail Tracked 48 or Second Class Signed For.

Please note: most couriers (including Evri) do not deliver to PO Box addresses. It is your responsibility to select an appropriate carrier. We cannot accept responsibility for returns that do not reach us — please ensure you retain proof of postage and track your return.

 

Refunds

If you cancel within 14 days of receipt, we will refund the cost of the goods to your original payment method or to store credit by request.

Free delivery threshold: if goods are returned which bring your retained order value below £75, the standard delivery charge of £3.99 or the nearest promotional rate which will be deducted from your refund, as the free delivery threshold will no longer be met on goods kept.

Refunds will be processed within 7 working days of receipt of your return and notified to you by email. Please allow up to 10 working days for funds to appear in your account — this is outside our control once processed and depends on the original payment providers service terms.

 

Condition of Goods on Return — Inspection Policy

We frequently video record returned parcels being opened, particularly for items advised as damaged or in dispute or with visibly damaged packaging. This is for your protection and ours, to avoid any dispute about the content or condition of items returned.

If goods are returned in a condition which makes them unsuitable for resale — such as being soiled, washed, worn or chewed — we will notify you by email within 5 working days of receipt.

In such cases we will offer to return the goods to you at your expense within 14 days of notification. If we do not hear from you within 14 days of notification we will arrange responsible disposal or donation to a registered rescue charity at no charge to you. We will not process a refund on goods that do not meet our returns criteria, except where the item is clearly faulty or proved to be not as described, in which case your statutory rights apply in full.

 

Sale Items

Sale items, samples and seconds are sold at a reduced price reflecting their nature. Whilst we are unable to offer goodwill exchanges (unless agreed if stock levels allow) or refunds on sale items beyond your statutory rights, your rights under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 remain fully intact. If a sale item is faulty or not as described, please contact us and we will resolve this in accordance with your statutory rights.

 

Excluded Items

Some items such as certain footwear and sanitary items are excluded from our goodwill return policy for health and hygiene reasons. This is clearly marked on the relevant product descriptions. Your statutory rights remain unaffected.

 

Free Gift Promotions

Where a free gift is provided based on a minimum spend, if items are returned for refund and the retained order value falls below the qualifying amount, the retail cost of the free gift will be deducted from your refund.

 

If you receive a faulty or damaged item, we ask that you notify us within 48 hours of receipt to be eligible for a replacement or full refund. We will replace or refund faulty goods within 30 days of receipt. After 30 days and within 6 months of purchase we will offer a repair or replacement in the first instance. If neither is possible we will offer a full or partial refund as appropriate.

To help us resolve your issue quickly, please contact us with a photograph or video of the fault and a brief description of the problem. This can be done in the Returns Center within 14 days of receipt or by email after 14 days.

We will arrange and cover the cost of return postage for confirmed faulty items using Royal Mail.

These rights are in addition to and do not affect your statutory rights under the Consumer Rights Act 2015.

Note: Our pet apparel is intended for pet use only. Items damaged due to chewing, misuse, or general poor condition are not considered faulty. No item of dog apparel is indestructible. All goods are subject to a fair wear and tear standard.

 

All sizing measurements on our website refer to garment measurements, not dog measurements. We provide detailed guidance to help you select the correct size and are happy to advise before you order — please contact us if you need sizing help before placing your order.

As our garments are manufactured in bulk, sizes may vary by up to 2cm between production batches. This variation is not considered a fault.

Sizing returns are accepted within our standard 14-day returns window provided items are unworn, unused, and in original condition with tags attached. Return postage for sizing exchanges is the customer's responsibility, except where an item is materially different from its stated measurements on the website, in which case it will be treated as not matching its description under the Consumer Rights Act 2015.

We do not charge an administration fee for exchanges. Whilst postage on most exchanges is free we reserve the right to charge a postage and packing fee of £1.99 for exchange items sent out on low value returns or goodwill exchanges on sale items, plus any difference in price for a larger size.

 

Product Sizing

Please note: Our coats, gilets, raincoats, vests, t-shirts, shirts, onesies, surgery suits and jumpers state 'Length' which is the Back Length of the dog from collar to tail and garment measurements given exclude the collar, roll neck, hood or neck trim.

All items on our website feature measurements of the garment not the size of the dog they are intended for. Sizing is the sole responsibility of the customer as we cannot be held responsible for the accuracy of the measurements of the dog that are given to us, however we are happy to provide help and to advise.

 

Order Despatch

We aim to despatch over 98% of items from our warehouse within 3 working days. Occasionally, if an item is out of stock, we will contact you to offer an alternative, a refund, or the option to receive the item within 30 days at no additional cost or send the nearest available item where appropriate.

 

Delivery Timeframes

All delivery dates and timeframes provided at checkout are estimates only. Whilst we make every effort to meet these, we cannot guarantee delivery dates on standard services.

If your order has not arrived within the timeframes below, please contact us and we will investigate with the carrier. If we are unable to deliver within a reasonable additional timeframe agreed with you, you are entitled to cancel your order for a full refund including delivery costs.

We are not liable for indirect or consequential losses arising from delivery delays beyond our reasonable control, such as carrier disruption, severe weather, or postal strikes.

 

Delivery Options

•       Tracked 48 (Royal Mail): approximately 2-3 working days from despatch. If your order has not arrived within 5 working days please contact us.

•       Tracked 24 (Royal Mail): approximately 1-2 working days from despatch. If your order has not arrived within 4 working days please contact us.

•       Special Delivery Guaranteed (Royal Mail): next working day by 1pm for orders placed by 12 noon Monday to 3pm Thursday. This is the only guaranteed service we offer for time-critical orders.

•       Free Tracked 48: available on orders over £75 (goods kept, not ordered). If a discount brings your total below £75 the standard postage charge of £3.99 or the nearest promotional rate will apply.

 

https://www3.royalmail.com/track-your-item#/

All our outgoing parcels are weighed to ensure we apply postage as accurately as possible to avoid delays with deliveries and as a final check to ensure you get the items you ordered by ensuring the parcel weight is what our systems tell us it should be. Any disputes should be advised to us within 48 hours of delivery.

Although we try our best to accommodate changes to orders such as cancellation or change of email address, shipping address this is not always possible to do at short notice.

It is the customer's responsibility to ensure that all order details including the delivery address are correct at the time of placing the order. We aim to reply to messages within 48 hours of receipt except Weekends and Bank Holidays. 

In the unlikely event that you need to claim from us for postage underpaid on your order, a receipt for the payment you have made to Royal Mail is compulsory.

Lost Parcels

We are unable to raise a claim for lost goods with Royal Mail until 10 working days (tracked services). We will however investigate and aim to resolve the situation in a satisfactory manner. The contract for delivery is between you and us — please check your tracking number provided on your shipping confirmation prior to contacting us as this process resolves most queries.

Safe Place Deliveries

As standard, we do not request a safe place on any of our deliveries. If you add a safe place instruction with Royal Mail, deliveries made in accordance with those instructions are made at your own risk. My Chi and Me cannot accept responsibility for loss or theft in these circumstances.

 

International Deliveries

Due to post-Brexit customs requirements and Royal Mail international price increases, our international delivery prices have increased. We are currently limiting the countries we ship to. We do use a tracked international service via Royal Mail but cannot guarantee timely International delivery and parcels may occasionally require multiple delivery attempts. Please allow additional time when placing international orders and keep a close eye on your tracking details.

 

My Chi and Me offers Buy Now Pay Later payment options via Clearpay or Klarna. BNPL is a form of short-term credit. Please shop responsibly and only borrow what you can afford to repay.

BNPL options are interest-free provided payments are made on time. Late payments may incur fees and could negatively affect your credit rating. BNPL providers will take steps to recover outstanding debt.

For full terms please visit the individual providers: clearpay.co.uk | klarna.com/uk

 

Clearpay

Sign up to Clearpay by following the link below. Subject to status. Terms and Conditions apply. To learn more visit Clearpay now by pasting the link below into your browser.

https://www.clearpay.co.uk/en-GB/index

Klarna. - Shopping Just Levelled Up. 

Shop now and pay in three Interest Free installments on orders over £35. Sign up to Klarna. by following the link below. Subject to status. Terms and Conditions apply. Enjoy Interest Free credit as long as you pay on time. Late fees will be charged if you do not pay on time. Go ahead. Start Shopping Smooth. 

To learn more visit Klarna. Find out more and get the app now for weekly deals and drops by pasting the link below into your browser.

https://www.klarna.com/uk/smoooth/

Card Payments

All forms of card payment are processed through independent Payment Gateway Providers such as ApplePay, PayPal, Shopify Payments or BNPL providers directly, therefore WE DO NOT HAVE ACCESS TO YOUR CARD DETAILS. It is not possible for us to take a payment from your card in any circumstances. If you find the wrong card has been charged it is likely to be either user input error or you have stored your card details with a payment gateway. Please check carefully before you complete your order to ensure your card details are correct. Due to fraud risks banks have used additional authentication steps to help protect payments  to reduce the risks for you the customer and us as a business.

Discount codes must be applied at the time of placing your order. We are unable to retrospectively apply discount codes to completed orders. If you experience difficulty applying a code please contact us before completing your order.

 

All orders are assessed by our fraud detection system. High-risk orders will be refunded to the original payment method. Medium-risk orders may require additional identity verification (photo ID). If you do not wish to provide this, your order will be refunded.

To avoid delays, please ensure your billing address matches your card's registered address and that all contact details are accurate. All confirmed fraudulent order information will be passed to Action Fraud.

Please note: you may see Centric Business Limited as the payee on your account statement. This is the parent company of My Chi and Me.

 

All website content is the exclusive property of My Chi and Me, with the exception of customer photography used with express permission. Website content is for information only and is subject to change without notice.

You must not copy, modify, or use without prior consent any of our URLs, logos, graphics, images or other content from our website, email campaigns or printed media.

Due to screen colour representation and lighting in photography, some colours — particularly neon colours, black and navy and reflective fabrics — these colours may appear slightly different on screen. We endeavour to describe colours accurately in the description where this occurs.

 

We aim to use environmentally friendly packaging where possible, including recycled and recyclable materials where available. Some products are packed in plastic bags for hygiene and security purposes. These bags are not toys — do not leave children or animals unattended with packaging materials as they ,may cause harm.

 

These Terms and Conditions and any contract between you and us are governed by the law of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

 

 

My Chi and Me is a trading name of Centric Business Limited. For queries contact: info@mychiandme.co.uk

 

FOOTNOTE

Retractable Extending Leads

We offer extensive advice and guidance on the use of extending leads including our Terms and Conditions of Sale regarding these items. Please refer to the Retractable Extending Leads Collection information for full details.

We Are Social!

We are Social! We are active on Pinterest, Instagram @mychiandme, Facebook, Twitter and all major social media platforms. 

At My Chi and Me we pride ourselves on using customers' photos of their happy dogs modelling our apparel. We only use supplier photos, pictures of our own dogs or images supplied to us by our proud customers.

We welcome your photos and invite you to send them to us via info@mychiandme.co.uk together with your pet's name so we can include a name credit or social media handle where possible in our marketing and on our website.

 

Thank you for Shopping at My Chi and Me