Refund policy
At Buddy and Luna, your satisfaction, and that of your furry friend, is our top priority. We are confident in the quality of our products and strive to provide you with the best customer service. Please find our updated refund policy below.
Order Cancellation
You may cancel your order at any time prior to shipping and receive an immediate refund. To do this, please reach out to our team at support@buddyandluna.com.
Unopened Returns
For unopened packages, you may return your purchase at no charge within 45 days of ordering. We'll provide a shipping label for you to return the product via Fedex, USPS, or UPS. Please note that customers are responsible for taking the package to a drop-off location. Your refund will be processed once we receive the returned package.
Opened Returns and 45-Night Trial
If you have opened the box, our 45-night risk-free trial comes into play. We understand that finding the right bed for your dog is crucial, and we're confident that Buddy & Luna dog beds will be the perfect fit. However, if you're not entirely satisfied, you can return the product for a full refund within the 45-day trial period, with the following limitations:
- Buddy & Luna's 45-Night Trial is limited to one (1) refund per household.
- The refund request must be made no later than 45 days following the delivery of your dog bed.
Steps to Request a Refund for a Buddy & Luna Dog Bed (Opened Box)
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Give it Time: We recommend giving your dog at least 14 days to adjust to the new bed. Just like a new pair of shoes, it can take some time for your furry friend to get used to their new sleeping area.
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Speak to Our Team: If your dog is not settling in comfortably, please reach out to us at support@buddyandluna.com. Our aim is to help make your dog as comfortable as possible, and we'll be happy to discuss any issues and provide advice on possible solutions.
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Initiating Refund Processing: If we can't find a solution and you're still not satisfied, we'll initiate the refund process. We kindly ask you to donate the bed to a local animal shelter. This way, we ensure that nothing goes to waste and a pet in need benefits.
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Prepare the Dog Bed for Donation: You are responsible for cutting the tags from your Buddy & Luna dog bed and donating it to a shelter or charitable organization. Once you've arranged the donation, prepare the following items for email to us:
- Proof of donation: This can be a receipt from the charitable organization or a picture of the dog bed at the donation site.
- White "law tag": This tag is located on the dog bed cover at the head or foot of the bed. Some organizations, such as the Salvation Army, may not accept the dog bed donation if this tag is removed, so please check with them first.
- Buddy & Luna logo tag: This is also found on the dog bed cover.
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Email Us: Send us an email with the items listed above attached at support@buddyandluna.com. As soon as we receive this, we'll begin processing your refund. Please note that we can only refund the cost of the dog bed, not expenses associated with the donation.
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Refund Processing: After we've approved your refund, it can take between 5 to 10 business days for the funds to appear in your account. This delay is due to banking procedures and is out of our control. If you don't see your refund after 10 days, please reach out to us at support@buddyandluna.com, and we'll do our best to assist you.
Non-Refundable Items
Sales on all clearance items are final and are not eligible for return.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@buddyandluna.com. After receiving confirmation, send your item to the return address provided.
Contact Us
If you have any questions about your refund, how to return your item, or about any aspect of your Buddy & Luna experience, don't hesitate to reach out to us at support@buddyandluna.com.
Policy Updates
Buddy and Luna reserves the right to modify its return and refund policy at any time. Any changes to this policy will be promptly communicated on this page. Please check this page occasionally to ensure that you are up to date with any changes or updates.
Last Updated: May 23, 2023
Please note, we cannot be responsible for items damaged or lost in return shipment. We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.