If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase but please notify us of damaged items within 5 working days. You can return your product for store credit, a different product, or a refund to the original payment method. Please read the specific requirements listed below for your purchase. This policy does not affect your statutory rights.

Items that are damaged on arrival. Please photograph in its original packaging so we have a record of the condition on arrival. This item will be remade and sent within the standard lead time. Return or exchanges must be made within 30 days of purchase.

Items that are not as described. If an item has arrived and is not the specification you requested the item can be returned and exchanged for the right product. This item will be remade and sent within the standard lead time. Return or exchanges must be made within 30 days of purchase.

Items that are damaged on unpackaging. This may be the correct item and delivered successfully but not up to standard. This item can be returned and replaced within the standard lead time. Return or exchanges must be made within 30 days of purchase.

Items with personalisation not meeting criteria. These can be returned if there is an issue with standard. Return or exchanges must be made within 30 days of purchase. The item will be rectified and returned to you. Due to the personalisation, they can’t easily be resold and so are non-refundable.

We cannot accept responsibility for packages that never arrive back with us unless the courier has been arranged by our Customer Service team.

Please ensure that you include a copy of your original purchase confirmation within the parcel you are returning so that we know who it is from.

We may ask you to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, we may ask you to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge).

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear. Please make sure to read all care instructions on the “Size & Info” section on a product page. If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible, and we will not be able to issue a replacement or a refund.

Items with personalization. These can be returned if there is an issue with standard. The item will be rectified and returned to you. Due to the personalisation, they can’t easily be resold and so are non-refundable.

Items in a sale. Discounted items purchased in a sale are non-refundable and non-exchangeable. They might show signs of damage or be the end of a stock line and therefore are not fit for resale.

Items that have been unpackaged and used. Items that have been unpackaged and used, chewed, soiled or used are non-refundable and non-exchangeable. We can offer a repair service for items damaged; this will be priced according to the damage. Here the postage of the item will be charged to you the client. See ‘returned for repair’*

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged. These items will be packaged and returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at our discretion.

Damaged items can be returned for repair. Items that have been damaged by accident or by the dog can be returned to us and fixed for additional cost. If a dog has chewed the bed; the paint work or finish has been damaged or it has been broken by accident, please liaise with our team via the contact page and we can give you a fixed price for the repair or maintenance of your purchase. This can be anytime after purchase for the lifetime of the dog bed. Please bear in mind some items may be too costly to repair and a new purchase may be required. Live edge products may need an ‘honest repair’ which will be visible but will add character.

Item that are unopened. Items purchased as a present or a surprise and be exchanged providing they are not personalised and in the original packaging. Return or exchanges must be made within 30 days of purchase.

Items that are not as described. If an item has arrived and is not the specification you requested the item can be returned and exchanged for the right product. This item will be remade and sent within the standard lead time. Return or exchanges must be made within 30 days of purchase.

Exchanged or returned items. Returned or exchanged items can be refunded back to the original card if a refund is agreed. (See non-refundable items*). For exchanged items we can issue a store credit or a product of equal value. If the new item is less than the amount originally paid a store credit will be raised for the remaining balance. If the new item is a higher cost than the original item, you may contribute to make up the difference.

Credit Notes. Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. Credit notes are valid for 1 year from the date it was created.  Your credit note code will be communicated to you via email.

Please use our contact page to get in touch. We can coordinate the return through the website, on email, or phone. If your purchase was made at a show in person rather than the website, please use the same contact details. You will need to hand your original receipt and the show where you purchased.

Refunds or store credits will be issued within 5 – 10 working days.

Replacement products may take between three to six weeks to produce because of the nature of the product. Longer timeframes might be required for live edge products depending on availability of the product.

Repaired products may take between three to six weeks to produce because of the nature of the product. Longer timeframes might be required for live edge products depending on availability of the product.

Shipping fees will need to be paid by the customer depending on the type of return.

 

Please use this link to our contact page.