Returns & Refunds Policy

At CutePaw, we want you to feel confident choosing the right bed for your dog. Please check your selected size, colour and product details carefully before opening the vacuum-sealed package.

Change of Mind Returns

You may request a change-of-mind return within 14 days of delivery.

To be eligible, the bed must remain unused, in new and resaleable condition, inside its original unopened vacuum seal, with all original components and packaging included.

Please contact us at info@cutepaw.com before sending anything back. We will provide return instructions once your request has been reviewed. Returns sent without prior approval may not be accepted.

For change-of-mind returns, return shipping is paid by the customer. CutePaw does not charge an additional restocking or return handling fee.

Once your return has been received and inspected, an approved refund will be issued to your original payment method.

Opened Vacuum-Sealed Beds

For hygiene, health and safety reasons, we cannot accept change-of-mind returns or exchanges once the original vacuum seal has been opened.

Once opened, the bed expands to its full size and cannot be returned to its original compressed packaging. Pet bedding may also come into contact with fur, dander, saliva, dirt and other contaminants after opening, which means an opened bed cannot be returned to sale as a new product.

If you are unsure about the size when your bed arrives, please do not open the vacuum seal. Contact us first at info@cutepaw.com and we will be happy to help you check the size.

Size Exchanges

Size exchanges may be requested within 14 days of delivery, provided the original bed remains unused and inside its unopened vacuum seal.

The customer is responsible for the cost of returning the original bed and any applicable delivery cost for the replacement bed. Any difference in product price will also be charged or refunded as applicable.

Once the original item has been received and inspected, we will contact you before arranging the replacement.

Because Square L requires a separate oversized delivery service, replacement delivery costs may be higher. Any applicable charge will be confirmed with you before the exchange is arranged.

Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible.

Orders may be cancelled before they have been dispatched. If your cancellation is approved before dispatch, a full refund of the amount paid will be issued to your original payment method.

Once an order has entered the shipping process, cancellation or changes can no longer be guaranteed. If the order has already been dispatched, our standard return conditions will apply.

Faulty, Damaged or Incorrect Items

The change-of-mind conditions above do not apply where a product is faulty, damaged, incorrectly supplied, or otherwise covered by your rights under the Australian Consumer Law.

If there is a problem with your order, please contact us at info@cutepaw.com and provide your order number, a description of the issue, and clear photos or video where relevant.

We may request additional information so that we can assess the issue and determine the most appropriate solution.

Depending on the circumstances, this may include a repair, replacement, replacement component, refund or another remedy available under the Australian Consumer Law.

Faulty products do not need to remain in their original vacuum seal or original packaging in order for you to make a claim.

Where a confirmed faulty product is large, heavy or difficult to return, CutePaw will work with you to arrange an appropriate return method or other solution and will cover reasonable return costs where required under the Australian Consumer Law.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after the refund has been processed for the funds to appear in your account, depending on your bank or payment provider.

For change-of-mind returns, any return shipping costs paid by the customer are not refundable.

Where shipping was separately charged on the original order, the original shipping charge is not refundable for change-of-mind returns unless required by law.

Promotional and Sale Items

Products purchased during promotional periods, including CutePaw opening offers, remain eligible for return or exchange under the conditions of this policy unless the product is clearly marked Final Sale.

Items clearly marked Final Sale are not eligible for change-of-mind returns or exchanges.

This does not limit your rights in relation to faulty products under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.