We hope your order becomes your pet’s new favourite place. If something is not quite right, the information below explains how returns, exchanges and refunds work.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

Returns

You may request to return an eligible product within 14 days of delivery.

To request a return, contact us through our Get in Touch page or email us at bigfluffybedbrand@gmail.com.

Please include:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return, if you would like to provide one
• Photographs of the product and packaging where requested

Do not send a product back before receiving return instructions from us. Returns sent to an unauthorised address may be delayed, rejected or returned to the sender.

Once your return request has been accepted, the product must be shipped within 14 days.

Return Condition

To qualify for a return under our voluntary returns policy, products must be:

• Unused beyond what is reasonably necessary to inspect them
• Unwashed and unaltered
• Clean and free from pet hair
• Free from stains, scratches, damage and strong odours
• Complete with all cushions, feet, accessories and removable components
• Returned with any original tags, instructions and documentation
• Securely packaged to prevent damage in transit

Please use the original packaging where possible. If the original packaging is unavailable, you must use suitable protective packaging appropriate for the product’s size, weight and construction.

Products showing signs of extended use by a pet may not qualify for a full refund. This includes, but is not limited to:

• Pet hair embedded in the upholstery
• Stains or soiling
• Strong pet or household odours
• Scratches, bite marks or claw damage
• Washed or altered materials
• Exposed filling
• Structural damage
• Missing components
• Damage caused by inadequate return packaging

Where permitted by applicable law, we reserve the right to reject a return or reduce the refund when the product has lost value because it was handled or used beyond what was reasonably necessary to inspect it.

Return Shipping

For change-of-mind returns, the customer is responsible for the direct cost of returning the product unless otherwise required by applicable law.

You may arrange your own tracked and adequately insured return service. We cannot accept responsibility for a return that is lost or damaged before reaching the authorised return address.

Where available, you may ask us to arrange a prepaid return label or courier collection. The cost of that service will be communicated before the return is confirmed and may be deducted from your refund.

Because our pet sofas and furniture are oversized products, return shipping costs may be considerably higher than standard parcel costs.

Estimated Return Costs

• The Cloud Bed: up to €[AMOUNT]
• The Pet Lounge: up to €[AMOUNT]
• The Curved Pet Sofa: up to €[AMOUNT]
• The Big Pet Sofa: up to €[AMOUNT]

Actual return costs may vary according to the destination, courier, product size and collection requirements. The applicable amount will be confirmed before we arrange a return on your behalf.

Restocking Fee

A 10% restocking fee applies to approved change-of-mind returns where permitted by applicable law.

The fee is calculated on the price paid for the returned product, excluding delivery charges. It contributes towards the cost of receiving, inspecting, repackaging and processing the returned item.

The restocking fee does not apply:

• To approved exchanges
• To defective products
• To products damaged during delivery
• To incorrect products sent by us
• Where applicable consumer law prohibits the fee
• To eligible European Union customers exercising their statutory right of withdrawal, as explained at the end of this policy

Refunds

Once your return has been received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Where permitted by applicable law, the refund may consist of:

• The price paid for the returned product
• Less any applicable 10% restocking fee
• Less any prepaid return shipping or collection cost agreed with you
• Less any deduction for a demonstrated reduction in the product’s value

Original delivery charges are not refundable unless required by applicable law.

Additional charges paid for express, premium or non-standard delivery are not refundable beyond any amount legally required.

We may withhold the refund until we have received the returned product or you have supplied satisfactory evidence that it has been sent back.

After we issue the refund, your bank or payment provider may require additional time to credit the funds to your account.

Exchanges

We understand that choosing the correct size can be difficult, especially when purchasing pet furniture online.

You may request an exchange within 14 days of delivery, subject to product availability.

For approved exchanges:

• No restocking fee applies.
• We provide a prepaid return label.
• The replacement will be shipped using standard delivery at no additional charge.
• The product being returned must meet the same condition requirements described in this policy.
• You may exchange the product for another size, colour or model of equal or greater value.
• When the replacement is more expensive, you must pay the difference before it is shipped.
• One complimentary exchange is available per eligible item.

If the requested replacement is unavailable, you may choose to:

• Exchange the product for another available item;
• Place the requested replacement on hold until it becomes available; or
• Receive a refund in accordance with this policy.

Products returned for exchange must be clean, unwashed, unaltered, free from pet hair, stains, odours and damage, and complete with all original components.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

If the product is damaged, defective or different from the product ordered, contact us as soon as possible at bigfluffybedbrand@gmail.com.

Where possible, please report visible delivery damage within 48 hours so that we can investigate promptly with the courier. Reporting after this period does not remove any mandatory legal rights you may have.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or video of the product
• Photographs of the external packaging
• Photographs of the shipping label

Keep the product and all packaging materials until we have completed our assessment.

When we confirm that a product is defective, damaged during delivery or supplied incorrectly, we will provide an appropriate solution. Depending on the circumstances, this may include:

• A replacement;
• A repair;
• A price reduction; or
• A refund.

We will cover the reasonable return cost for confirmed defective, damaged or incorrect products. No restocking fee will apply.

Products Damaged by Pets

Our products are designed for resting and normal pet use. However, no upholstered pet bed or sofa is completely chew-proof, scratch-proof or indestructible.

Damage caused by chewing, scratching, biting, digging, misuse, improper cleaning or failure to follow the product-care instructions is not considered a manufacturing defect.

Inspect the product regularly and discontinue use if filling, internal structures or other potentially unsafe components become exposed.

Non-Returnable Products

The following products cannot be returned unless they are defective, damaged, incorrect or otherwise covered by mandatory consumer law:

• Customised or personalised products
• Made-to-order products
• Gift cards
• Products returned outside the permitted return period without prior written approval
• Products materially damaged through misuse
• Products missing essential components
• Products that cannot be safely resold because of substantial use, contamination or alteration

Order Cancellations

Contact us as soon as possible if you need to cancel or modify an order.

We cannot guarantee that an order can be cancelled after it has entered processing, been assigned to a fulfilment partner or been shipped.

If cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

Refused and Undeliverable Deliveries

If an order is refused, unclaimed or returned because an incomplete or incorrect address was provided, we may deduct the following from the refund where legally permitted:

• The original delivery cost;
• The return shipping cost;
• Any additional courier charges; and
• The applicable restocking fee.

We will contact you before reshipping an undeliverable order. Additional delivery charges may apply.

Return Address

Do not send returns to the address shown on the original parcel unless we have expressly instructed you to do so.

Products may be dispatched from different fulfilment locations, and the correct return address may differ from the sender address.

The authorised return address and instructions will be provided after your return request has been approved.

Contact Us

For questions about returns, exchanges or refunds, contact:

Big Fluffy Bed
Email: bigfluffybedbrand@gmail.com
Customer care hours: Mon-Fri 8am-5pm CET.

Please include your order number in all correspondence concerning an existing order.

Customers in Jurisdictions with Mandatory Consumer Rights

Where the laws applicable to your purchase provide rights that are more favourable than this policy, those mandatory rights will apply.

A restocking fee will not be charged where prohibited by applicable consumer law.

European Union Customers

If you are a consumer residing in the European Union, you have the right to withdraw from an eligible online purchase within 14 days from the day on which you, or a person nominated by you other than the carrier, receives the product. You do not need to provide a reason.

After notifying us of your decision to withdraw, you must return or hand over the product within a further 14 days.

When exercising this statutory right of withdrawal:

• No restocking fee will be charged.
• You may be responsible for the direct cost of returning the product where you were informed of that cost before purchasing.
• We will refund the price paid for the returned product.
• We will refund the cost of the least expensive standard delivery method offered when the order was placed.
• Any additional amount paid for express or premium delivery will not be refunded beyond the standard delivery cost.
• We may withhold the refund until we receive the product or receive evidence that it has been sent back.
• The refund will be made using the original payment method unless expressly agreed otherwise.

You may inspect the product only as necessary to establish its nature, characteristics, dimensions and functioning.

We may reduce the refund only where the product has lost value because it was handled or used beyond what was reasonably necessary for that inspection. Examples may include extended use by a pet, washing, stains, strong odours, embedded pet hair, scratching, chewing, missing components or damage caused by unsuitable return packaging.

To exercise your right of withdrawal, contact us at bigfluffybedbrand@gmail.com with a clear statement confirming that you wish to withdraw from the purchase.