Refund policy
Kangaroo Bed Return, Refund and Exchange Policy
We understand that sometimes you might need to return or exchange a purchase. We want to make this process as easy as possible for you.
Returns
Eligibility for Returns:
- We don’t accept returns due to a change of mind.
- Items must be unopened, unused, and in the same condition as when received.
- Beds are vacuum packed, so once opened, they cannot be returned.
- Returns must be made within 30 days of delivery. After 30 days, we can't offer a refund or exchange.
- If you purchased a bundle (e.g., All Seasons package), the entire bundle must be returned.
How to Return:
1. Email us at support@kangaroobed.com to discuss the reason for the return.
2. Ensure you have approval for the return from Kangaroo Bed.
3. Pack your item securely (preferably in the original packaging) with proof of purchase and
send it to:
Kangaroo Bed,
PO Box 2074,
HAMPTON EAST VIC 3188
Note: You are responsible for return shipping costs unless the item is faulty or damaged. Original shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance. Keep tracking numbers until you receive confirmation of your refund, as we can't guarantee receipt of returned items and don't accept responsibility for lost items.
Refunds:
- Once we receive and inspect your return, we will email you to notify you of the refund status.
- If approved, a refund will be processed to your original payment method within 7-10 business days.
Late or Missing Refunds:
- Check your bank account.
- Contact your bank or credit card company; processing times may vary.
- If you still haven’t received your refund after 10 business days, email us at support@kangaroobed.com.
Exchanges
Eligibility for Exchanges:
- Items can be exchanged within 30 days of delivery if they are unused and in their original condition.
- Exchanges are only possible if the item is defective or damaged.
How to Exchange:
- Email us at support@kangaroobed.com with your order number and reason for the exchange.
- Follow the return process as outlined above.
- Once we receive and inspect your item, we will send out the replacement.
Incorrect Item Received
If you receive the wrong item, please email us at support@kangaroobed.com within 5 days. Include your order number, the incorrect item received, and the correct item you should have received. If the correct item is unavailable, we can offer a replacement of the same value or process a refund.
Faulty or Damaged Items
If you receive a faulty or damaged item, email us at support@kangaroobed.com within 5 days. Include your order number, contact details, a description of the fault/damage, and a photo. We will provide a return postage label for you to send the item back to us.
Gift Orders
If you need to return an item received as a gift, we will issue a gift voucher for the item's value. Contact us before returning the item to ensure proper handling.
Sale Items
If returning a sale item, you will be refunded the sale price. Sale prices cannot be honored after the sale ends if you wish to repurchase.
Warranty/Guarantee
Kangaroo Bed products are made from high-quality, durable materials but are not indestructible. We guarantee our products against material defects and workmanship at the time of purchase. Warranty claims must be made within 60 days of purchase.
Warranty Exclusions:
- Our warranty does not cover damage caused by chewing, rough usage, or normal wear and tear. Various dog breeds have different temperaments and behaviors, some prone to chewing or rough activities. Such damage is considered misuse and is outside normal product use.
- Our warranty covers manufacturing defects and construction issues only. Damage from excessive force or improper handling is not covered.
- We do not accept responsibility for injury or loss caused by the use or misuse of our products.
If you have any questions about our return and exchange policy, please email us at support@kangaroobed.com.
Thank you for choosing Kangaroo Bed!