Refund policy

30 DAY REFUND POLICY

We offer easy 30 day returns within Australia which means you have 30 days after receiving your items to request a refund, credit or exchange. We offer 60 day returns for addresses outside of Australia.


To be eligible for a refund, credit or exchange your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging if the packaging is a brand box. You’ll also need your order number or proof of purchase.

To start a return scroll to the bottom of the page after checking our refund policy. 


Returning Vacuum Packed Dog Beds


We accept refunds, credits  & exchanges of our memory foam dog beds when you have changed your mind and have not expanded the memory foam inner if it is within 30 days (Australia) and 60 days (International) of your order date.

We are unable to accept 30 & 60 day returns for vacuum packed memory foam dog beds when the vacuum pack has been tampered with, expanded or the product has been damaged upon cutting the vacuum packaging. Please read the instructions carefully inside the box before expanding your memory foam and if you have any trouble with expanding your memory foam or feel it hasn't expanded as you expected please contact us for support.

  

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, such as face masks, perishable goods (such as dog treats), custom products (such as personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

 

Exchange or Credit

We understand colours can look different online or the size isn't as you expected. Simply check your item/s meets our terms above then Start A Return with the steps below.

 

 

How to Start A Return

FREE Return Shipping when you select to EXCHANGE your item or when you request a STORE CREDIT!

STEP 1. Email us at RETURNS with your order number. Tell us if you want to exchange something for another size/colour, keep a store credit or if you prefer a refund for some or all of your items.

STEP 2. We will email you a pre-paid return shipping label (Australia only). 
International orders must arrange their own return label. 

STEP 3. We will notify you once we’ve received and inspected your return, and let you know if the refund/exchange/store credit was approved or not. If approved, you’ll be automatically refunded on your original payment method if you requested a refund. For exchanges your new item will be automatically sent out to the same address. Please note: Refunds will be the purchase price of the item/s less shipping costs incurred. 

For refunds please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at nat@chasingwinter.com.au.