We really hope that your lovely pooch feels thoroughly spoilt and that you are both very happy with your new product! If you are not 100% satisfied with any item you purchase, then we will do our best to put it right for you. Here’s how!
If you need to return or exchange an item please firstly email us within 7 days of receipt. In your email we need the following information to be included:
- State your full name, address and contact details. State what your item(s) are for return, your order number and the reason for the return/exchange.
- Pawfect Sleep will issue you with a returns address, or addresses, if there is more than one item from more than one supplier.
- You must then return the item(s) within 14 days to the address Pawfect Sleep will provide for you. The items MUST be in an UNUSED, ORIGINAL condition with all tags still on the product and the packaging intact. Items that fall outside of this requirement, will not be accepted for return or exchange.
- ***RETURNS/EXCHANGES ON ALL GB PET BEDS AND DOG DOZA BEDS ARE NOT ACCEPTED UNLESS THE ITEM ARRIVES FAULTY. THIS IS BECAUSE EACH PET BED IS MANUFACTURED TO ORDER, ONCE YOU PLACE YOUR ORDER AND THEREFORE BESPOKE. WE DO NOT WARRANTY ANY DAMAGE CAUSED BY PETS OR THEIR OWNERS ONLY MANUFACTURING ERRORS THAT ARE DEEMED FAULTY. PLEASE DOUBLE CHECK YOUR MEASUREMENTS AND ENSURE YOU ORDER THE RIGHT SIZED BED***
FAULTY OR DAMAGED ITEMS
In the unlikely event that items delivered to you are damaged or faulty, please retain the items and email us above regarding a replacement. We will ask for a photograph and some details to be emailed over to us. In some cases where the item needs to be inspected or a photograph cannot be provided, this item will need to be returned. In the first instance, retain the item and contact us for instructions. Faulty or damaged items will be replaced or refunded in full. After inspection being approved, your refund including post and packaging costs, will be issued within 30 days of returning the item.
For all other returns, the customer is liable for postage costs and refunds issued will exclude the cost of post and packaging. Please allow up to 30 days for refunds to be issued. Please do double check your size, colour and other requirements of products, before ordering items.
NOT WHAT YOU ORDERED?
In the unlikely event that the item arrives, and it is not what you originally ordered. You will be offered to cancel the order and be issued a full refund once the item(s) are returned to the supplier in a fully approved, unused, saleable condition as per Section 3 above.
In the case of exchanges, you will be liable to pay for any extra cost for the new product and may be charged for re-dispatch of the new item. You will be informed of any costs before we arrange an exchange for you. To avoid any of this, we kindly ask our customers to please measure up and check your required sized before ordering a product. You are responsible for the cost and risk of return. Pawfect Sleep is not responsible for return postage or the safe return of packages, and we will not refund, or exchange returned items that become lost. The customer is therefore advised to send returns via Recorded or Special Delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
CANCELLATIONS OF ORDERS
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases, orders can only be cancelled if the product has not already been made or started to be made for you. PayPal transaction fees incurred by Pawfect Sleep are not refunded if you cancel your order.
PAYPAL TRANSACTION FEES
Transaction fees are no longer refunded by PayPal. Therefore, in the case of customer cancellations and refunds, PayPal fees may be subtracted from your refunded amount, at our discretion.