Refund policy

Refund Policy

Last updated: 2 October 2026

The short version

  • 100-night home trial: let your dog sleep on any PawLunova bed for up to 100 nights. If it is not right, we collect it free of charge and refund you in full.
  • 14 days to cancel for any reason: this is your legal right, and we collect free of charge.
  • Faulty, damaged or not as described: a full refund within 30 days of delivery, and a repair, replacement or refund after that, as the law requires.
  • 5-year foam guarantee: on every PawLunova memory foam bed.
  • Always email us first at abbas@pawlunova.co.uk with your order number. We arrange every collection, so you never need to post a bulky bed yourself.

The full terms follow. Our trial and guarantee are given in addition to your legal rights, never instead of them.

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days, starting the day after you, or someone you nominate, receive it. If your order arrives in more than one delivery, the 14 days start the day after you receive the last item. You can also cancel at any time after ordering and before delivery.

How to cancel: tell us clearly that you want to cancel, by email to abbas@pawlunova.co.uk, by phone on +44 7598 327268, or by post to the trading address at the end of this policy. You can use the model cancellation form at the end of this policy, but you do not have to.

Returning the item: we will arrange collection free of charge. Please make the item available for collection within 14 days of telling us you are cancelling.

Your refund: we will refund everything you paid for the cancelled items, including the delivery charge, within 14 days of the day you tell us you are cancelling. Because we want your dog to try the bed properly, we will not deduct anything for normal use. We may reduce your refund to reflect any loss in value if the item has been damaged, for example chewed, torn or badly soiled.

Exception: items made to your specification, such as a personalised or embroidered bed, cannot be cancelled once we have started making them, unless they are faulty, damaged or not as described.

2. Our 100-night home trial

This is a promise we make on top of your legal rights.

What it covers: every item on your order, except personalised items made to your specification.

How long: 100 nights, starting on the day your order is delivered.

Using the bed: the trial only works if your dog actually sleeps on the bed, so it can come back slept on, hair and all. You do not need to keep the original packaging.

Condition: the item must be complete, with its cover and any inner cushion or insert, and must not be damaged by chewing, scratching or tearing, or heavily soiled by urine, faeces or vomit. If your bed has a removable cover that is machine washable, please wash it following the care label before collection. If an item comes back damaged or heavily soiled, we will send you photos and either return it to you at our cost or agree a reduced refund with you.

How to use it: email us within 100 nights of delivery with your order number. We will arrange free collection from any address in mainland Great Britain. If you live in Northern Ireland, the Scottish Highlands or islands, the Isle of Wight or the Isles of Scilly, we will arrange the return with you, still at no cost to you.

Your refund: everything you paid for the returned items, including any delivery charge, within 14 days of the day the item is collected from you.

One trial per household: the trial refund is available once per household (delivery address). After that, you still have your full legal rights, including the 14-day right to cancel.

Want a different size or style? We will refund the original item through the trial, and you can place a new order for the one you prefer.

3. If something is faulty, damaged or not as described

Your legal rights under the Consumer Rights Act 2015 apply to everything we sell. In summary:

  • Up to 30 days after delivery: if an item is faulty, damaged, not as described or not fit for purpose, you can reject it and get a full refund.
  • After 30 days and up to 6 months: you are entitled to a repair or replacement. If that is not possible, or the repair or replacement also fails, you can have a full refund or a price reduction. In the first 6 months, a fault is presumed to have been there at delivery unless we can show otherwise.
  • After 6 months: you still have rights if the item was faulty when delivered, but you may need to show the fault was there at the time. Any refund may be reduced to reflect the use you have had.
  • Time limits: you may be able to make a claim up to 6 years after delivery in England, Wales and Northern Ireland, and up to 5 years in Scotland.

Damaged in delivery: please tell us within 48 hours of delivery where possible, with photos of the item and the packaging. This helps us claim from the courier. It does not reduce your legal rights if you tell us later.

What is not a fault: normal wear and tear, damage caused by chewing, scratching or accidents, and problems caused by not following the care label.

Costs and timing: we collect faulty items at our cost. Where you are entitled to a refund, we will refund the item price and the delivery charge within 14 days of agreeing that you are entitled to it.

4. Our 5-year foam guarantee

Who gives it: Yutani Ltd (trading as PawLunova), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom. Registered office: 3rd Floor, 86-90 Paul Street, London EC2A 4NE. Email: abbas@pawlunova.co.uk.

What it covers: the memory foam core of any bed described as memory foam on its product page, bought from pawlunova.co.uk. It covers the foam losing its structure under normal domestic use: permanent sagging, flattening, splitting or crumbling, so that the foam no longer recovers its shape or supports your dog.

How long: 5 years from the date your bed is delivered.

Where: beds delivered to an address in the United Kingdom.

Who can claim: the original purchaser, with the order number.

What it does not cover:

  • covers, zips, liners, waterproof layers, bolsters, fibre filling and non-slip bases, which are wearing parts
  • damage from chewing, scratching, tearing or accidents
  • foam damaged by liquid, including urine, or by washing or tumble drying the foam itself
  • gradual softening and shallow impressions that recover when the bed is not in use, which are normal for memory foam
  • beds used commercially, for example in kennels, grooming salons, day care or breeding

What we will do: if your claim is valid, we will replace the foam insert, or replace the bed with the same model or the closest equivalent if that model is no longer sold. If neither is possible, we will refund the price you paid for the bed. We cover the cost of collecting the old foam or bed and delivering the replacement. A replacement is covered for the rest of the original 5-year period.

How to claim: email abbas@pawlunova.co.uk with your order number, a short description of the problem, and photos of the whole bed and of the affected area with the cover removed. We may arrange collection of the bed or insert, at our cost, so we can inspect it.

This guarantee does not affect your legal rights. If the foam was faulty when delivered, you can rely on your rights under the Consumer Rights Act 2015 instead of, or as well as, this guarantee.

5. How to start a return or claim

  1. Email abbas@pawlunova.co.uk, or call +44 7598 327268, Monday to Friday, 9am to 5pm. Give your order number, the items involved, and whether you are cancelling, using the trial, reporting a fault or claiming under the guarantee. For faults and guarantee claims, include photos.
  2. We will confirm your return and email you the collection details, including anything the courier needs from you, such as a label to attach.
  3. Wrap the item securely, for example in a large bag, plastic sheeting or a box, so it stays clean in transit. You do not need the original packaging.
  4. Have it ready on the agreed collection day.

Please do not send items to our registered office in London. It is for official correspondence only and cannot accept parcels.

If you are unhappy with an order, please contact us before raising a dispute with your bank or card provider. We can usually put things right faster directly. This does not affect any of your rights.

6. Refunds

We refund to the payment method you used to place your order. We never charge a fee for returns or refunds. Once we have issued your refund, we will email you to confirm it. Your bank or card provider may take a few working days to show it on your account.

7. Cancelling before dispatch

If you change your mind before your order is dispatched, email us as soon as possible. We will cancel it and refund everything you paid within 14 days of the day you tell us. If it has already been dispatched, let it be delivered and we will collect it under your 14-day right to cancel or the 100-night trial.

8. Contact and returns address

Email: abbas@pawlunova.co.uk

Phone: +44 7598 327268, Monday to Friday, 9am to 5pm (excluding bank holidays)

Post: Yutani Ltd (trading as PawLunova), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom

Model cancellation form

Complete and return this form only if you wish to cancel your contract. You can also simply email us.

To: Yutani Ltd (trading as PawLunova), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom. Email: abbas@pawlunova.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on:

Received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: