Returns and refunds
Last updated: 13 September 2026
The short version
You have 30 days from delivery to tell us you want to return your NUZZO. You do not need to justify the decision.
Your statutory right of withdrawal (EU and UK)
If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. Our 30-day policy is in addition to that right and never replaces it. To exercise the statutory right, send us an unambiguous statement (email is fine) before the 14 days expire.
How to return something
- Write to us through the contact page with your order number and, if something is wrong with the bed, a photo.
- We reply within one business day with the return address and instructions.
- Send the bed back. Keep the proof of postage.
Condition
A bed your pet has slept in is fine - that is what it is for. A bed that has been chewed to pieces, soaked or cut is not returnable. Please send back the cover and, for the Heated version, the controller and adapter.
Who pays the return postage
- You change your mind, or the size is wrong: you pay the return postage.
- The bed arrived damaged, faulty, or is not what you ordered: we pay. We send a replacement or refund you in full, your choice.
Refunds
Once your return arrives and we have checked it, we refund to the original payment method within 14 days. Shipping we charged you (there is none) is not deducted. Your bank may take a few extra days to show the money.
Warranty
The heating element, controller and adapter of the NUZZO Heated bed are covered for 12 months from delivery against manufacturing defects. Consumers in the EU also keep the statutory two-year guarantee of conformity, which this commercial warranty does not limit in any way.
Exchanges
The fastest route is a return plus a new order. If the size is the only problem, tell us - we usually handle the swap ourselves rather than making you pay twice.