We want you and your dog to love what you buy. If something isn’t right, here’s how we’ll fix it.
Change of mind
We don’t offer refunds or exchanges for change of mind, so please check sizing and read the product description before you order. Choozy beds are made to order, so choosing the right size and fabric is especially important. Not sure? Contact us and we’ll help you choose.
Your rights under Australian Consumer Law
Our products come with guarantees that can’t be excluded under the Australian Consumer Law.
- Major problem: if a product is unsafe, very different from its description, or has a serious fault, you can choose a refund or a replacement.
- Minor problem: we’ll repair or fix it free of charge. If we can’t do that within a reasonable time, you can choose a refund or replacement instead.
What isn’t covered
- Change of mind, or finding the product cheaper elsewhere
- Normal wear and tear
- Damage caused by misuse, accidents, chewing or scratching, unless the product is described as chew-resistant
- Problems we told you about before you bought the product
Minor variations
Choozy beds are handmade, so colours, fabrics and measurements can vary slightly from bed to bed. Other products may vary slightly due to dye lots or manufacturer updates. This doesn’t affect your rights if a product is significantly different from its description.
How to return a faulty item
- Contact us first through our Contact Us form with your order number and photos of the problem. Please contact us rather than the maker or supplier, because we handle all returns for products bought from our shop.
- We’ll send you a return address. Our products are sent from our makers and suppliers, so your return may go directly to them. Please don’t send anything back before contacting us, as it may not reach the right place.
- Return costs: if the item can be posted easily, send it back and keep your postage receipt. Once we confirm the problem, we’ll reimburse your reasonable return costs. For large or bulky items, we’ll arrange and pay for collection. If we collect an item and find no fault, we may ask you to cover reasonable collection costs, and we’ll give you an estimate before we collect.
- Refund or replacement: once the problem is confirmed, we’ll arrange your refund or replacement as quickly as possible. Refunds are paid to your original payment method.
You don’t need the original packaging, but we’ll need proof of purchase, such as your order confirmation email.
Wrong or damaged items
If you receive the wrong item, or it arrives damaged, contact us as soon as possible with photos of the item and its packaging. We’ll cover the return costs and send the correct item or give you a refund.
Products bought through Amazon links
Some of our articles link to products sold on Amazon. These are sold and delivered by Amazon, not by us, so Amazon’s returns policy applies. Please contact Amazon directly.
Questions?
Contact us and we’ll be happy to help.