Refund policy

ALL SALES ARE FINAL except where a return is required by law or the item arrives faulty or damaged. Please read this policy in full before ordering.

Returns are accepted only where all conditions below are met. No exceptions.

Authorisation required
No return will be accepted without prior written authorisation. Requests must be submitted to [EMAIL] within 14 days of delivery, quoting your order number. Parcels sent to us without authorisation will be refused and returned to sender at your cost.

Once authorised, the item must be posted back within 14 days. Late returns will not be refunded.

Condition requirements — strictly enforced
Items must be returned:
- Completely unused and never used by an animal
- Free from hair, odour, saliva, marks and stains
- In original packaging, undamaged, with all components

For hygiene reasons, any bed that has been used by a pet cannot be resold and is NOT eligible for a change-of-mind refund. Items failing inspection will be returned to you at your expense or refunded at a reduced value reflecting the loss in condition. Our inspection decision is final.

Return postage
Return postage is the customer's responsibility on all change-of-mind returns. We do not provide prepaid labels. Use a tracked, insured service — we are not liable for returns lost or damaged in transit, and no refund is issued for items that do not reach us.

Damaged or faulty items
All damage or defect claims must be reported within 48 HOURS of delivery with clear photographs of the item and the outer packaging. Claims outside this window cannot be processed. Confirmed faults will be repaired, replaced or refunded in line with the Consumer Rights Act 2015, with return postage covered by us.

NOT covered under any circumstances
- Damage caused by chewing, scratching, biting or destructive behaviour
- Normal wear from regular use
- Damage from improper use, outdoor exposure, or incorrect washing
- Colour or size variance within stated tolerances
- Items purchased through unauthorised resellers

Refused and undeliverable parcels
If a parcel is refused, unclaimed, or returned due to an incorrect address supplied at checkout, the original shipping cost is deducted from any refund. Redelivery is chargeable.

Order changes and cancellations
Orders enter processing immediately. Amendments or cancellations are only possible before dispatch. Once shipped, the returns process above applies.

Refunds
Refunds are issued only after the item is received and inspected, within 14 days of receipt, to the original payment method only. No cash, cheque or alternative-method refunds.

Chargebacks
Contact us before raising a chargeback. Chargebacks filed without first attempting resolution will be disputed in full with order, tracking and correspondence evidence.

Nothing in this policy affects your statutory rights.

Shipping

Free worldwide shipping on every order. No minimum spend.

Processing
Orders are processed within 1–3 working days and cannot be amended once processing begins. Tracking is emailed on dispatch. Allow up to 72 hours for tracking to begin updating.

Delivery estimates
United Kingdom: 5–9 working days
Europe: 7–14 working days
United States, Canada, Australia and rest of world: 10–20 working days

These are ESTIMATES ONLY and are not guaranteed. We are not liable for delays caused by customs, courier backlogs, adverse weather, strikes, or peak periods. Delays of this nature do not entitle you to a refund or cancellation.

Customs, duties and import taxes
Orders outside the United Kingdom may incur import duties, taxes or customs charges levied by the destination country. These are NOT included in your order total and are entirely the recipient's responsibility. We cannot predict or control these charges. Refusal to pay customs charges resulting in a returned or destroyed parcel does not qualify for a refund.

Address accuracy
It is your responsibility to enter a correct and complete delivery address. We are not liable for orders delivered to an incorrectly supplied address. Parcels returned to us due to address errors incur the original shipping cost, deducted from any refund, and redelivery is chargeable.

Lost parcels
A parcel is not considered lost until 30 working days after dispatch. Claims raised before this point cannot be processed. Where tracking confirms delivery, the order is deemed fulfilled and no refund or replacement is issued.

Split shipments
Multi-item orders may ship separately at no extra cost. Receiving part of your order does not indicate the remainder is lost.