Refund policy

Return and refund policy

Questions about anything below go to cgc@post.com.

1. The 90-day window

You may return a wheelchair within 90 days of delivery for a full refund of the purchase price. There is no restocking fee, and you do not have to give us a reason.

2. How to start a return

Email cgc@post.com with your order number and a short description of the problem. We answer return requests the same business day and will send you a return address and instructions.

Please do not ship anything back before you have heard from us. Items returned without prior authorisation may be refused or may take significantly longer to process.

3. Condition of returned items

Normal use is expected and accepted. A frame that has been outdoors, has worn wheels, or shows ordinary signs of use will be refunded in full.

We cannot accept a return where the frame has been cut, drilled, welded, repainted or otherwise structurally modified, or where the item has been damaged through misuse, neglect, or an accident unrelated to a manufacturing fault.

4. Return shipping

Where the fault is ours — a defective item, the wrong item, or damage that occurred in transit to you — we pay return shipping.

In all other cases, whether we provide or pay for a return label is at our sole discretion and is decided case by case. If we do not cover it, return shipping is your responsibility, and we recommend a trackable service: until a returned item reaches us, it remains at your risk.

5. Refund timing

Once your return reaches us and has been inspected, we process the refund within 7 to 15 business days, to the original payment method. Your bank or card issuer may take additional time to post it to your account, which is outside our control.

6. Exchanges

If the size turns out to be wrong for your dog, we would rather exchange than refund. Send us the measurements, we will confirm the correct size, and we will cover the cost of getting the right frame to you.

7. Faulty, damaged or incorrect items

If an item arrives damaged, defective, or is not what you ordered, contact us within a reasonable period of delivery with your order number and photographs. We will put it right by replacement, exchange, or refund. Which of those remedies we offer is at our discretion, and we will explain our reasoning when we respond.

8. If your dog passes away

Return the wheelchair whenever you are ready, whether or not the 90 days have run out. Tell us that is what happened and we will handle it without further questions.

9. Your statutory rights

Nothing in this policy limits any right you have under applicable consumer protection law. Where the law gives you more than this policy does, the law applies.