Refund policy

Faulty Items 

If your bed has a factory fault, please contact us within 24 hours of receiving the bed. Please take a photo of the fault and we will be in touch with you to see how we can proceed. For us, your satisfaction is our top priority.

Refunds and Returns 

In the event you would like to return your bed, it must be unused and unopened and in perfect condition for a refund. 

We will inspect the bed prior to a refund, we will contact you after inspection and advise what the following steps will be.

Please allow 7 days. 

If you have purchased the wrong size, we can exchange it but shipping costs will be covered on your behalf for both the shipping of the first and second order. 

We suggest that you measure the area you will put the bed and the size of your dog, to avoid disappointment. If you are unsure you can always contact us for a more accurate size recommendation. 

To start a return, you can contact us at hello@imperialpetcare.com.au. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@imperialpetcare.com.au

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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.