Refund policy

Refund & Returns Policy

Change‑of‑Mind Returns — 14 Days:

We offer 14‑day change‑of‑mind returns on eligible products. To qualify, items must be:

  • Unused
  • In original packaging
  • In resellable condition
  • Free from pet hair, stains, or odours

Return shipping costs for change‑of‑mind returns are paid by the customer. Returns sent back without approval will not be accepted.

To request a return, email us at hello@resthauspet.com.au with your order number and photos of the item.

Faulty or Damaged Items — 30 Days:

If your item arrives faulty, damaged, or not as described, contact us within 30 days of delivery.

To assess the issue, we may request:

  • Photos of the damage or defect
  • A photo of the full product
  • A photo of the packaging
  • A photo of the SKU label
  • A short video (for functional issues)

If approved, we will:

  • Provide a return address
  • Provide a prepaid return label (faulty items only)
  • Arrange a replacement or refund once the item is received and inspected

Return shipping for faulty items is covered by us.

Non‑Returnable Items:

For hygiene and safety reasons, we cannot accept returns for:

  • Used pet beds
  • Items with visible pet hair, stains, or odours
  • Items not in original packaging
  • Clearance or sale items
  • Gift cards

Return Process:

To start a return, email hello@resthauspet.com.au with:

  • Your order number
  • Photos/videos of the item
  • Reason for return

Once your return is approved, we will provide:

  • The correct return address
  • Instructions for sending your item
  • A return label (faulty items only)

We do not accept returns sent to any address without prior approval.

Exchanges:

To exchange an item, please follow the return process above. Once your return is approved, you may place a new order for the item you prefer.

Refunds:

Once your returned item is received and inspected, we will notify you of approval or rejection.

If approved, your refund will be processed to your original payment method within 10 business days. Bank processing times may vary.

If more than 15 business days have passed since your refund was approved, please contact us at hello@resthauspet.com.au.