Refund policy

Last updated: 28 September 2026

You have 100 nights to decide, with nothing to ship back. After that, sales are final, apart from your warranty and legal rights. Everything below is in addition to your rights under the consumer laws where you live.

The 100-night trial

Every bed bought from kinnepets.com has a 100-night trial from delivery. Claims open after night 14, once the foam has reached its full height.

If the bed isn't right, donate it to a registered animal shelter or rescue. Then send us the organization's name and address with either a photo of the bed there or their written acknowledgment. We refund the price you paid in full, within 7 business days. There's nothing to ship back.

  • One trial per customer and delivery address.
  • The trial covers beds bought directly from kinnepets.com and used indoors, in a home.
  • If there's nowhere to donate near you, email us before you do anything and we'll arrange an alternative. The refund is the same.
  • If a payment dispute or chargeback is opened for the order, the trial claim closes.

The full terms are on our Trial & warranty page. To start a claim, email hello@kinnepets.com with the subject "100-night trial · Order #[number]".

After the trial

After night 100, sales are final and we don't accept change-of-mind returns. The 10-year foam warranty, the 1-year cover warranty and your legal rights still apply.

Cancelling before it ships

You can cancel any order, including a preorder, before it ships. Email hello@kinnepets.com with your order number. We confirm within 1 business day and refund your original payment in full within 7 business days.

Damaged or wrong item

If the bed arrives damaged, or isn't what you ordered, we replace it or refund you in full. You choose which. There's no donation needed and nothing to send back.

Email hello@kinnepets.com within 7 days of delivery, with photos of the bed and the box. We reply within 1 business day.

Your legal right to cancel

Some countries give consumers a legal right to cancel an online purchase for a set period after delivery. In the EU and UK, the period is 14 days. Where that right applies to you, you can use it as well as the trial.

  1. Tell us within the cancellation period by emailing hello@kinnepets.com. Any clear statement works, or you can copy this: I hereby give notice that I withdraw from my contract for the sale of the following goods: [order number], received on [date]. [Name, address, date.]
  2. Send the bed back within 14 days of telling us, unused and in its original packaging. We'll give you the return address.
  3. We refund the price and the standard delivery cost within 14 days of receiving the bed, or your proof that you've sent it, whichever comes first.

You pay the cost of returning it unless it's faulty. If the bed has been used beyond what's needed to inspect it, we may reduce the refund to reflect that, to the extent the law allows. A trial claim gives you a full refund with no return, so for most people it's the simpler route.

Faulty products

If the bed is faulty, you have rights under the consumer laws where you live, and under our limited warranties. Email us with photos and we'll put it right.

If you're in Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refund timing

Approved refunds go to your original payment method. After we send a refund, your bank or card provider usually takes 3–5 business days to show it, sometimes up to 10. If it hasn't arrived 15 business days after we confirm, email us and we'll send you the transaction reference.

Contact

hello@kinnepets.com. We reply within 1 business day.