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Returns & Refunds

At ORA Pet Beds we are committed to the satisfaction of our customers and the comfort of their pets. Our refund policy is designed to ensure a transparent and fair process for addressing issues with our products.

Eligibility for Refunds and Exchanges

  • Refund Consideration: Refunds and exchanges at ORA Pet Beds are determined on a case-by-case basis, taking into account the specifics of each request.

  • Manufacturing Faults: If a product is found to have a manufacturing fault, we will offer a replacement for the faulty parts or, at our discretion, replace the whole bed. Our aim is to ensure that your pet enjoys the comfort and quality of our beds without any compromise.

  • Return Postage: In cases where the return is due to reasons other than manufacturing faults, the customer is responsible for the postage costs of returning the item. It is essential that returns are pre-approved by ORA Pet Beds to be eligible for a refund or exchange.

How to Request a Refund or Exchange

  1. Contact Us: Reach out to our customer service team via email at info@orapetbeds.com.au. Please provide your order number, details of the product issue, and whether you're seeking a refund or exchange.

  2. Approval Process: Our team will review your request to determine the eligibility based on the nature of the issue and our refund policy guidelines.

  3. Return Instructions: Once your return request is approved, we will provide you with detailed instructions on how to return the product to us. Please note, the product should be returned in its original condition and packaging where possible.

  4. Processing: Upon receiving the returned item, we will inspect it and process your refund or exchange as per our policy. Please allow a certain number of days for the transaction to be completed.

Additional Information

  • Time Frame: The request for a refund or exchange must be made within 14 days of purchase.
  • Condition of Items: Products must be returned in their original condition, including any packaging and tags. Products that have been used, altered, or damaged by the customer will not be eligible for a refund or exchange.
  • Proof of Purchase: Keep your receipt or online order confirmation as proof of purchase. This will be required to process your request.

We value your support and are committed to providing high-quality products for your pets. Should you have any further questions regarding our refund policy or need assistance with a product, please do not hesitate to contact us.