Refund policy

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving it. You do not need to give a reason.

To cancel, email azixparz@outlook.com with your order number. You then have a further 14 days to send the goods back. We will refund you within 14 days of receiving the goods, or of receiving proof that you have sent them.

Refunds include the standard delivery cost you originally paid. If you chose an upgraded delivery service, we refund the standard rate. Return postage on cancellations is at your own cost unless the item is faulty or not as described.

The Emberbeck 100-Night Trial

The trial is offered in addition to your legal rights above. It does not replace or reduce them.

Dogs are creatures of habit and some take two or three weeks to properly claim a new bed. So sleep on it. If your dog hasn't settled within 100 nights of delivery, contact us and we will arrange a full refund of the purchase price.

How it works:

  • Email [SUPPORT EMAIL] within 100 nights of delivery, with your order number
  • We will confirm next steps within [1–2] working days
  • We cover the return collection cost
  • Your refund is issued within 14 days of collection, to the original payment method

Trial conditions:

  • One trial claim per household
  • The bed must be complete, including any covers and inserts supplied
  • Beds must be reasonably clean and free from damage beyond normal use. Machine-wash the cover before returning
  • Excludes cooling mats, waterproof mats and outdoor houses, which carry the statutory 14-day cancellation right only, for hygiene and weathering reasons

Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery: you have the short-term right to reject and receive a full refund
  • Within 6 months: we will repair or replace the item. If that isn't possible, you're entitled to a refund
  • After 6 months and up to 6 years: you may still have a claim if the fault was present at delivery

We cover all postage costs on faulty items. Email [SUPPORT EMAIL] with your order number and a photograph of the issue.

Non-returnable

For hygiene reasons we cannot accept returns of used cooling mats or items that have been soiled, beyond the statutory cancellation right where the item is returned in a resaleable condition. This does not affect your rights in respect of faulty goods.