Refund policy
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of anything else written on this page, and they sit alongside the change-of-mind policy below rather than replacing it.
Change of mind
If the bed is not right, you have 30 days from delivery to request a return.
- The bed must be unused, clean, free of hair, and returned in its original packaging.
- You cover the cost of return freight.
- Original shipping charges are not refunded. If your order qualified for free shipping and a return brings it below the threshold, the shipping we absorbed is deducted from your refund.
- Once we receive the bed and confirm its condition, we refund to your original payment method within 5 business days. Your bank may take a few days more to show it.
Be realistic about return freight
We would rather tell you this up front than have you discover it at the post office. Dog beds are bulky, and sending one back within Australia typically costs $25 to $60. Our three largest sizes — the Hollow 2XL and 3XL, and the Burrow XXL — are too big for standard parcel post and need a courier, which can cost considerably more.
On a change-of-mind return, that cost is yours. Which is the honest reason we push sizing so hard before you order: read the size guide, or send us your dog's measurement and we will tell you which size to take. We would rather spend five minutes on a tape measure with you than have a bed cross the country twice.
Faulty, damaged or incorrect items
This is not a change-of-mind return and none of the conditions above apply.
If your bed arrives damaged, is faulty, or is not what you ordered, contact us with your order number and a photograph. We will arrange a replacement or a full refund including all freight costs. Where the failure is major, the choice between those is yours, not ours. You will never be asked to pay return freight on a faulty item.
How to start a return
Contact us with your order number and the reason. Please do not send anything back before we reply — we need to confirm the return address, and for larger beds and faulty items we will arrange the freight ourselves.
What we cannot accept back on change of mind
- Beds that have been slept on, washed, or are no longer in saleable condition.
- Items returned without contacting us first.
- Requests made more than 30 days after delivery.
None of the above limits your rights under the Australian Consumer Law. If a bed is faulty, these exclusions do not apply.
Cancelling before dispatch
If you change your mind before your order ships, contact us and we will cancel it and refund you in full, including shipping. Once it has been dispatched from our manufacturing partner it cannot be recalled, and the change-of-mind terms above apply instead.