Refund Policy


At Chescafe Limited, we strive to ensure the satisfaction of our customers. If you are not entirely satisfied with your purchase or service, we are here to help. This Refund Policy outlines the conditions under which refunds may be granted.

Returns and Refunds for Products

  1. Eligibility for Returns
    • Products must be returned within 30 days of the original purchase date.
    • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
    • Certain types of goods are exempt from being returned, such as perishable goods (e.g., pet food), custom products, and personal care items (e.g., grooming supplies) for hygiene reasons.
  2. Return Process
    • To initiate a return, please contact our customer service team with your order number and details about the product you wish to return.
    • Once your return is approved, you will receive instructions on how to return your item.
    • The customer is responsible for the cost of return shipping.
  3. Refunds
    • Once we receive your returned item, we will inspect it and notify you of the status of your refund.
    • If your return is approved, we will initiate a refund to your original method of payment within 14 days. The time it takes for the refund to be processed and posted to your account may vary depending on your payment provider.

Services Refunds

  1. Consultations and Diagnostic Services
    • If you are not satisfied with a consultation or diagnostic service, please contact us within 7 days of the service date to discuss your concerns.
    • Refunds for consultations or diagnostic services are considered on a case-by-case basis.
  2. Grooming Services
    • If you are not satisfied with a grooming service, please notify us immediately or within 24 hours of the service. We will make every effort to address your concerns, which may include re-grooming your pet at no additional cost.
    • Refunds for grooming services are considered on a case-by-case basis.
  3. Boarding Services
    • Cancellations for boarding services must be made at least 24 hours before the scheduled drop-off time to receive a full refund.
    • Cancellations made less than 24 hours before the scheduled drop-off time may incur a cancellation fee.