Refund policy

Thank you for shopping at ChonkyNest (chonkynest.store). We take immense pride in our handcrafted wicker pet furniture. If you or your furry friend are not entirely satisfied with your purchase, we are here to help you resolve the issue in accordance with European Union consumer regulations.

1. The 14-Day Cooling-Off Period (Right of Withdrawal)

In compliance with EU Consumer Protection Laws, you have the right to withdraw from your purchase and return your item for any reason within 14 calendar days from the day you (or a third party indicated by you) received the physical package.

2. Return Eligibility & Conditions

To ensure a successful return and full refund, the item must meet the following strict hygiene and quality criteria:

The wicker frame and fabric cushion must be in their original, pristine condition — completely unused, unwashed, and free of any pet hair, scratches, or pet odors.
The product must be securely packed in its original packaging to prevent damage during the return transit.
A proof of purchase (order number or email confirmation) must be included in the return package.

🚫 Note: We reserve the right to refuse a return or apply a partial refund if the item arrives damaged, used, or contaminated with pet hair/scents.

3. Return Shipping Costs (Customer Responsibility)

Change of Mind / Standard Returns: If you are returning the item due to personal preference, size miscalculation, or a change of mind, you (the buyer) are fully responsible for paying the return shipping costs back to our central facility in Poland.
Shipping Method: We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and ChonkyNest is not liable for items lost or damaged in return transit.
Non-Refundable Fees: Original shipping fees paid at the time of purchase and any customs duties/import taxes paid to your local government are strictly non-refundable.

4. Damaged, Defective, or Incorrect Items

We inspect each handmade wicker basket thoroughly before dispatch. However, if your order arrives defective or damaged during transit:

Please inspect the package immediately upon arrival.
Contact us within 48 hours of delivery at support@chonkynest.store.
Provide your order number along with clear photos of the damaged product and the outer shipping box.
If verified, ChonkyNest will cover the return costs and arrange a full refund or a free replacement for you.

5. Refund Processing Time

Once your return package is delivered to our workshop in Poland, our team will inspect the item within 3 to 5 business days.
We will send you an email notifying you that we have received your returned item and whether your refund has been approved or rejected based on its condition.
If approved, your refund will be automatically processed, and a credit will be applied to your original method of payment within 5 to 10 business days (depending on your bank or credit card issuer).