PawLunova

Returns and Refunds

Last updated 30 August 2026

This policy explains your rights when you buy from PawLunova, a trading name of Yutani Ltd. Nothing in this policy affects your legal rights. You have important rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and everything below is in addition to those rights, never instead of them.

Where this policy gives you more than the law requires, this policy applies. Where the law gives you more than this policy, the law applies. You never have to work out which is better — tell us what has happened and we will apply whichever leaves you better off.

1. Which route applies to you

There are three separate routes, and they overlap. This is the quickest way to see which one you are on.

2. Your statutory 14-day right to cancel

Because you are buying online, you have a legal right to cancel your order for any reason under the Consumer Contracts Regulations 2013. That right starts the moment you place your order and ends 14 days after the day you, or someone you nominate other than the carrier, receive the goods. If your order arrives in instalments, the 14 days run from the day you receive the last item.

To cancel, tell us clearly before the 14-day period ends: by email at abbas@pawlunova.co.uk, by phone on +44 7598 327268, or in writing to Yutani Ltd (trading as PawLunova), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom. You may use the model cancellation form printed at the end of this policy, but you do not have to, and you do not need to give a reason.

In practice our 100-Night Trial below is more generous than this right in every respect, so most customers will simply use that. Your statutory right remains available regardless.

3. The PawLunova 100-Night Trial

Dogs take one to two weeks simply to stop treating a new bed as a strange object, which makes a 14-day window too short to learn anything useful. So we give you 100 nights from the day your order is delivered to decide.

Within that period, if the bed is not right for your dog for any reason:

• We arrange and pay for a courier to collect it from your address, anywhere in UK mainland.
• You do not need the original packaging. Any secure wrapping is fine.
• We refund the full price you paid, plus any delivery charge you paid on the original order.
• We make no deduction for the fact that your dog has used the bed. Using it is what the trial is for.

To start a trial return, email Abbas@pawlunova.co.uk with your order number and a line about what did not work. There is no form to complete and no returns portal. We will confirm the collection date by email.

4. What the trial does not cover

The trial is deliberately broad, but it is not unlimited. The following are excluded:

• Personalised and made-to-order items. Beds printed or embroidered to your specification cannot be resold and are excluded from the trial. Your statutory rights for faulty goods still apply in full, and the statutory cooling-off right does not apply to personalised goods either — see section 10.
• Beds that have been chewed, torn or deliberately damaged. Our beds are not chew-proof and we say so on the product pages. Damage caused by the dog is not covered by the trial or the guarantee.
• Beds returned in a condition that cannot reasonably be cleaned. Ordinary use, hair, and a cover that needs washing are all expected and fine. A bed that is heavily soiled and beyond cleaning is not.
• More than one trial per household. The trial is intended to let you find the right bed, not to run a rolling series of them.
• Dog houses, outdoor kennels and outdoor day beds. These carry a 30-day change-of-mind window instead, with return at your cost, on top of your statutory 14-day right.

Where an exclusion applies, your statutory rights under section 2 and section 8 are unaffected.

5. Sending the bed back

If you are returning under the 100-Night Trial, do not post anything. Email us and we will book a courier collection at our cost. Please do not send a bed to our registered address without contacting us first — it is an office, not a warehouse.

If you are cancelling under your statutory 14-day right and choose not to use the trial, send the goods back without undue delay and no later than 14 days after the day you tell us you are cancelling. In that case you are responsible for the cost of return unless the goods are faulty, not as described, or were sent in error.

Please keep proof of postage or the courier's collection receipt until your refund has arrived.

6. Condition of the goods

Under the 100-Night Trial we expect the bed to have been used, and we make no deduction for that. We ask only that you send it back reasonably clean and dry — running the cover through a 30°C wash before collection is appreciated but not a condition of your refund.

Separately, under the statutory cooling-off right in section 2, you are entitled to handle and inspect goods as you would in a shop. If the value of the goods is reduced because of handling beyond what was necessary to establish their nature, characteristics and functioning — for example a bed that has been chewed or deliberately damaged — we may make a proportionate deduction from your refund to reflect that loss of value, as permitted by Regulation 34 of the Consumer Contracts Regulations 2013. We will always tell you the amount and the reason before making any deduction. This does not affect your rights if the goods are faulty.

7. Refunds — what you get and when

Under the 100-Night Trial: we refund the full price you paid for the bed, plus any delivery charge you paid on the original order.

Under the statutory cooling-off right: we refund the full price you paid plus the standard delivery cost you paid to receive the goods. If you chose a more expensive delivery option than our standard service, we refund the standard delivery cost only.

In both cases we make the refund without undue delay and no later than 14 days after the day we receive the goods back from you, or if earlier, the day you provide evidence that you have sent them back, such as a proof-of-postage receipt.

We refund using the same payment method you used, unless you agree otherwise, and we never charge a fee for making a refund. If you paid through a third-party instalment or finance provider, we return the money to that provider and their own processing times will apply to when it reaches you. Where a discount code was applied to your order, we refund the amount you actually paid.

8. Faulty, not-as-described or mis-sold goods

Separately from the cooling-off period and the trial above, the Consumer Rights Act 2015 gives you the right to goods that are of satisfactory quality, fit for purpose, and as described. If your bed is faulty, not as described, or unfit for purpose:

• Within 30 days of delivery you have the short-term right to reject the goods and get a full refund.
• After 30 days and within 6 months, you are entitled to ask us to repair or replace the goods. If a repair or replacement fails, is impossible, or is unreasonably delayed, you can claim a price reduction or reject the goods. Within the first 6 months it is assumed the fault was present at delivery unless we can prove otherwise; after 6 months, you may be asked to show that it was.
• For faulty-goods claims we pay the reasonable cost of return, and refunds are made without undue delay and within 14 days of us agreeing you are entitled to one.

Claims under the Consumer Rights Act can generally be brought for up to six years from purchase in England, Wales and Northern Ireland, and five years from discovery in Scotland. That is a limitation period, not a guarantee that every fault will be covered for that long.

To make a faulty-goods claim, email Abbas@pawlunova.co.uk with your order number and details. Photographs help us resolve things quickly.

9. The 5-year no-flatten guarantee

Every PawLunova memory foam bed is built on a high-density foam core. We guarantee that core against loss of structural shape for five years from the date of delivery.

What it covers

The foam core permanently losing its structural shape — failing to recover after compression — under normal domestic use, by the dog the bed was sized for. If that happens within five years, we will replace the bed. Where the same model is no longer available we will offer the closest equivalent, or a refund proportionate to the remaining guarantee period, at your choice.

What it does not cover

• Chewing, digging, tearing or any damage caused by the dog
• Cover fabric wear, fading, pilling, zips and stitching
• Compression caused by a dog significantly heavier than the size tier the bed was sold for
• Commercial, kennel, breeding or rescue-centre use
• Damage from washing the foam core, from tumble drying, or from failing to follow the care instructions
• Normal cosmetic ageing, and any bed bought second-hand

How to claim

Email Abbas@pawlunova.co.uk with your order number and two photographs: one of the bed empty, and one with a heavy object placed where your dog usually lies, so the compression is visible. We may ask for one further photograph or a short video. The guarantee is offered to the original purchaser and requires proof of purchase.

This guarantee is a voluntary commercial guarantee given in addition to your legal rights. It does not replace or limit your rights under the Consumer Rights Act 2015, which may in some circumstances give you more.

10. Items that cannot be returned for a change of mind

The statutory cooling-off right does not apply to goods made to your specification or clearly personalised. This includes our personalised beds, which are produced to order with your dog's name and cannot be resold. This exclusion applies only to change-of-mind returns — if a personalised item arrives faulty, damaged or not as described, your rights in section 8 apply in full.

11. Orders outside the United Kingdom

The 100-Night Trial and the 5-year guarantee both apply to orders delivered to the United States and Canada. However, free collection is available in UK mainland only, so for international orders the cost of returning the goods is yours. Any import duties or local taxes you paid are a matter for your local customs authority, not something we are able to refund.

12. If something goes wrong and we cannot agree

Please contact us first — almost everything is resolved by a single email. If we cannot put it right between us, you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133, or 0808 223 1144 for the Welsh-language line, Monday to Friday, 9am to 5pm. They can also refer the matter to Trading Standards where appropriate.

This policy and any dispute arising from it are governed by the law of England and Wales, and the courts of England and Wales will have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

13. How to contact us

Model cancellation form

You only need this if you are cancelling under your statutory 14-day right and would rather use a form than simply email us. Complete and return it only if you wish to cancel the contract.