Returns & refunds
14 days from delivery, used or not. If your pet will not sleep in it, that is a good enough reason.
How to send something back
Tell us within 14 days
Email returns@nuzzleandkip.co.uk with your order number and a one-line reason. You will get a returns reference back within a few hours.
Pack it properly
Brush off the hair, use the original box if you still have it, and put the returns reference inside. Beds do not survive being posted loose in a bin bag.
Post it back
Standard returns cost £4.95, deducted from your refund. Faulty or wrong items are free – we send a prepaid label. Refunds land within 5 working days of arrival.
What we accept
Any bed, used or unused, within 14 days of delivery, as long as it is clean and free of damage beyond normal trial use. A bit of hair is expected. A bed that has been chewed through, soiled or washed at 90°C is not.
What we cannot accept
Items returned after 28 days, beds with chew or claw damage, anything soiled, and personalised or embroidered items unless they are faulty. Hygiene items sealed on arrival cannot come back once opened.
Faulty items
If something arrives damaged or fails within 12 months of normal use, photograph it and email us. We replace or refund in full including postage both ways, under the Consumer Rights Act 2015. There is no quibbling stage.
Exchanges
The fastest route is a refund plus a new order – it means you get the right size while it is still in stock. Tell us you are doing that and we will waive the £4.95 return fee.
At a glance
- 14 days to change your mind
- Used beds accepted if clean
- £4.95 standard return postage
- Free returns on faulty items
- Refund within 5 working days
- No restocking fee, ever
Returns address
Nuzzle & Kip Returns
Unit 4, Maple Court
Leeds, LS1 4AB
United Kingdom
Always request a reference first – unannounced parcels take much longer to process.
Still unsure?
My dog used the bed for a week. Can I still return it?
Yes. That is exactly what the 14 days are for - you cannot know if a bed works until they have slept on it. Brush the hair off and send it back.
How long does a refund take?
We process it within 5 working days of the bed arriving with us. Your bank then takes 2-5 days to show it, depending on who you are with.
Do I get the original postage back?
If the item was faulty or wrong, yes - in full. For a change of mind, we refund the item price and keep the outbound cost, which is the standard position under the Consumer Contracts Regulations.
Can I return a sale item?
Yes, on the same terms. Sale items are not final sale here.
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