Returns, Refunds & Exchanges Policy

Effective for orders placed on or after 29 September 2026

This Returns, Refunds & Exchanges Policy (“Policy”) applies to purchases made through the DOGGY SNOOZE CENTER online store.

DOGGY SNOOZE CENTER is committed to complying with all applicable consumer protection laws in the jurisdictions in which we sell our products. Nothing in this Policy is intended to exclude, restrict or modify any consumer guarantee, statutory right, remedy or protection that cannot lawfully be excluded, restricted or modified.

Where a provision of this Policy is inconsistent with a mandatory consumer protection law applicable to your purchase, the mandatory law will prevail to the extent of that inconsistency.

1. Faulty, Damaged or Non-Conforming Products

If you receive a product that is damaged, defective, faulty, materially different from the product ordered, or otherwise does not meet a mandatory consumer guarantee or statutory requirement applicable to your purchase, please contact us as soon as reasonably practicable at enquiries@doggysnoozecenter.com.au.

We may request photographs, videos, proof of purchase and other reasonable information to assist us in assessing the issue.

DOGGY SNOOZE CENTER may assess the product before determining the appropriate remedy, where permitted by applicable law.

Depending on the nature of the issue and the applicable consumer protection laws, the available remedy may include a replacement, refund, price reduction or other remedy required by law.

Where a product is confirmed to have a fault or other issue for which DOGGY SNOOZE CENTER is legally responsible, DOGGY SNOOZE CENTER will be responsible for reasonable return, collection, replacement or other costs to the extent required by applicable law.

Consumer remedies are not limited to manufacturing defects and may apply where a product fails to meet applicable requirements relating to quality, durability, fitness for purpose, description or other statutory consumer guarantees.

2. Change of Mind — Australia

DOGGY SNOOZE CENTER does not offer voluntary change-of-mind returns, refunds or exchanges for Australian orders.

This includes circumstances where a customer:

• changes their mind after placing an order;
• decides they no longer want the product;
• purchases the incorrect size;
• selects the incorrect colour or product;
• finds the product cheaper elsewhere; or
• has no further use for the product.

This section does not limit or exclude any rights or remedies available under the Australian Consumer Law.

3. Change of Mind — New Zealand

DOGGY SNOOZE CENTER does not offer voluntary change-of-mind returns, refunds or exchanges for New Zealand orders.

This includes circumstances where a customer changes their mind, selects the incorrect size or product, or otherwise no longer wishes to keep the product.

This section does not limit or exclude any rights or remedies available under applicable New Zealand consumer protection legislation.

4. Change of Mind — United States

Unless otherwise required by applicable federal, state or local law, DOGGY SNOOZE CENTER does not offer voluntary change-of-mind returns, refunds or exchanges for orders delivered within the United States.

This includes circumstances where a customer changes their mind, selects the incorrect size or product, or otherwise no longer wishes to keep the product.

This section does not limit or exclude any rights or remedies that may apply under applicable United States federal, state or local law.

5. Change of Mind — Canada

Unless otherwise required by applicable federal, provincial, territorial or local law, DOGGY SNOOZE CENTER does not offer voluntary change-of-mind returns, refunds or exchanges for orders delivered within Canada.

This includes circumstances where a customer changes their mind, selects the incorrect size or product, or otherwise no longer wishes to keep the product.

This section does not limit or exclude any rights or remedies that may apply under applicable Canadian federal, provincial, territorial or local law.

6. Condition of Returned Products

Any return, exchange or refund that DOGGY SNOOZE CENTER agrees to at its discretion, and that is not required by applicable consumer protection law, is conditional on the product being returned in an unused and resalable condition. This means the product must be:

• clean, unwashed and free from pet hair, odours and stains;
• free from scratches, tears, chew marks, marks or other damage; and
• returned with its original packaging and any tags, where possible.

Any request for a discretionary return, exchange or refund must be made within 14 days of the delivery date.

Products that have been used by a pet, or that are otherwise not in a resalable condition, will not be accepted for a voluntary return, exchange or refund.

Please do not send any product back to us until we have approved the return and provided return instructions. We may be unable to process products sent without prior approval.

This section does not apply to a remedy for a faulty, damaged or non-conforming product that DOGGY SNOOZE CENTER is required to provide under applicable consumer protection law (see Section 1).

7. Products Damaged or Affected During Delivery

If the product itself appears to have been damaged during delivery, customers should contact DOGGY SNOOZE CENTER as soon as reasonably practicable and provide photographs and details of the damage where possible.

Damage to external shipping packaging, including cartons, boxes or protective materials, does not by itself constitute damage to the product and does not give rise to a return, refund or replacement where the product itself has been delivered in satisfactory condition.

Any remedy relating to a product damaged during delivery will be determined in accordance with this Policy and applicable consumer protection laws.

8. Exclusions

To the extent permitted by applicable law, DOGGY SNOOZE CENTER is not responsible for faults, damage or deterioration caused by:

• misuse or improper use of the product;
• failure to follow applicable care or use instructions;
• alterations or modifications made to the product;
• use beyond normal use for the product's intended purpose, including deliberate chewing, tearing or scratching of the product;
• intentional damage; or
• damage caused after delivery by the customer or another third party.

Nothing in this section limits any statutory consumer rights that cannot lawfully be excluded.

9. Proof of Purchase

We may request reasonable proof of purchase when processing a return, refund, replacement or other remedy.

Where required to assess a claim, we may also request photographs, videos or other reasonable information concerning the product and the issue reported.

10. Return Shipping, Duties and Taxes

Where a return, replacement or refund is required by applicable consumer protection law due to a faulty, defective or non-conforming product, DOGGY SNOOZE CENTER will bear the applicable return shipping, collection or replacement costs to the extent required by law.

For customer-requested returns or exchanges that are not required by applicable consumer protection law, including any return or exchange that DOGGY SNOOZE CENTER agrees to at its discretion, the customer is responsible for applicable return shipping costs, duties, taxes, tariffs, customs charges and other costs associated with returning the product and/or importing a replacement product, unless otherwise agreed by DOGGY SNOOZE CENTER or required by law.

Please note that our beds are large and bulky products. They are shipped compressed in vacuum-sealed packaging and, once unpacked, generally cannot be returned to that compact size. Return shipping for an unpacked bed can therefore be significantly more expensive than the original shipping cost. Please consider this before purchasing, particularly as we do not offer change-of-mind returns. Except where a remedy is required by applicable consumer protection law, return shipping costs are the customer's responsibility.

11. Refund Processing

Where a refund is approved, DOGGY SNOOZE CENTER will generally process the refund to the original payment method, unless otherwise agreed or required by applicable law.

Refund processing times may vary depending on the payment provider or financial institution.

12. Contact Us

For questions regarding returns, refunds, exchanges or product issues, please contact:

DOGGY SNOOZE CENTER enquiries@doggysnoozecenter.com.au