Refund policy

Returns & Refunds Policy

Last updated: 08/06/2026

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 this policy is in addition to those rights.

1. Your statutory 14-day right to cancel (cooling-off period)

Because you are buying online (a "distance contract"), you have a legal right to cancel your order for any reason under the Consumer Contracts Regulations 2013. This 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 is delivered in instalments, the 14 days run from the day you receive the last item. To cancel, simply tell us clearly before the 14-day period ends — by email at [EMAIL], in writing to [ADDRESS], or by completing the cancellation form available at [LINK]. You do not have to give a reason.

2. Our enhanced 30-day returns promise (change of mind)

As a goodwill gesture, we voluntarily extend your change-of-mind window to 30 days from the day you receive your order — longer than the 14 days the law requires. The conditions in sections 4–6 below apply to change-of-mind returns made under this voluntary promise. Your separate statutory rights for faulty goods (section 7) are not limited to 30 days.

3. Returning the goods after you cancel

If you cancel, you must send the goods back without undue delay and no later than 14 days after the day you tell us you are cancelling. You are responsible for the cost of returning the goods unless they are faulty, not as described, or were sent in error (see section 7).

4. Condition of the goods and hygiene

You are entitled to handle and inspect the bed as you would in a shop. However, dog beds are hygiene-sensitive products. If the value of the goods is reduced because you have handled them more than was necessary to check their nature, characteristics and functioning — for example, if a bed has been used by a pet, soiled, or shows hair, odour or wear — 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. [IF YOU USE HYGIENE SEALS:] Certain products are supplied with a hygiene seal for health-protection reasons. If you break or remove that seal, you lose the right to cancel under the cooling-off rules for that item, in line with Regulation 28 of the Consumer Contracts Regulations 2013. This does not affect your rights if the goods are faulty.

5. Refunds and timeframes

If you cancel under your statutory right, we will 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 only refund the standard delivery cost. We will 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 (for example, a proof-of-postage receipt). We refund using the same payment method you used, unless you agree otherwise; we will not charge a fee for the refund.

6. Items that cannot be returned for change of mind

The statutory cooling-off right does not apply to goods made to your specification or clearly personalised, or to sealed hygiene goods once unsealed (see section 4). [Adjust this list to match your actual product range — only list exceptions that genuinely apply.]

7. Faulty, not-as-described or mis-sold goods (Consumer Rights Act 2015)

Separately from the cooling-off and 30-day returns 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.
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. To make a faulty-goods claim, contact us at [EMAIL] with your order number and details (photos help us resolve things quickly).