Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must remain unused, clean, in the same condition that you received it, with tags, and in its original packaging and components where possible. You’ll also need the receipt or proof of purchase.

Returns for change-of-mind reasons are assessed on a case-by-case basis and must meet all return eligibility conditions outlined in this policy.

Our beds are shipped in compressed vacuum-sealed packaging for hygiene and shipping purposes. Once opened, the original packaging condition cannot be fully restored. Once fully unpacked and expanded, the product may no longer qualify for a full refund if it cannot be returned in a clean and fully resellable condition. Items returned in a heavily altered, damaged, improperly repackaged, or non-resellable condition may not be eligible for a full refund.

To start a return, you can contact us at support@kenzieandco.net. Returns should only be sent after contacting us first and receiving return instructions from our team. Customers may be asked to provide photos of the item and packaging before return approval is granted.

If your return request is accepted, we’ll send you detailed instructions on how and where to send your package. Approved returns must be shipped within 7 days of receiving return instructions from our team. Returns shipped outside this timeframe may no longer qualify for refund approval. Returns may require international return shipping depending on the fulfilment location of the order.

Items sent back to us without first requesting a return will not be accepted.

Return shipping costs for change-of-mind returns are the responsibility of the customer. Customers are also responsible for ensuring returned items are securely packaged for transit. Kenzie & Co. is not responsible for items damaged during return shipping due to insufficient packaging.

All returns are inspected upon arrival before any refund is approved. Unfortunately, if the item is returned damaged, dirty, with odours, pet hair, signs of use, missing packaging, or in a condition that prevents resale, we may not be able to guarantee a full refund. In some cases, partial refunds may apply where returned items require additional cleaning, repackaging, or cannot be restored to original resale condition.

You can always contact us for any return question at support@kenzieandco.net

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

For hygiene reasons, we cannot accept returns on used pet beds once they have been used by your pet, unless the item is faulty under Australian Consumer Law.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.