Returns & Refund Policy

Any rights you have under this policy in relation to your Big Paws product are additional to any rights you may have under consumer laws. If you have received a damaged, defective, or incorrect item please contact us to discuss your available options.

At Big Paws Dog Beds online store you have 30 days to return your items for a refund or exchange as long as the package has not been opened. Due to hygiene and health reasons, this offer is for change of mind about your purchase, NOT trialing or testing the product.

If you have changed your mind about the purchase from us, we can refund the purchase price (minus the postage) or exchange products, subject to the following conditions: 

1) item(s) must be returned within 30 days of purchase, together with proof of purchase;
2) The Big Paw’s packing is un-opened and the packaging seal is intact;
3) The mattress must be in it’s original vacuum compressed packaging;
4) The packaging is not damaged and in saleable condition;
5) Delivery fee is not included in the refund, and the item must be returned at your own cost with a tracking number that can provide proof of delivery. We recommend adding insurance to the delivery;
6) A 20% or $25 (whichever is greater) Restocking Fee will be deducted from the refund ($87 for the XXL size beds, plus $32 for each redelivery attempt);
7) RA number is required. Please do not send the item back to us before your RA number & the return address is confirmed from our customer service;
8) Personalised products & replacement covers cannot be returned;
9) If you return an unwanted gift, the credit will be issued to the original purchaser;

Please allow 10 business days for us to receive and process your returns. We will notify you by email when we have exchanged your return items or processed your refund. 

An admin fee of $20 will be deducted from the refund if order is cancelled before dispatch.