Frequently Asked Questions

Returns & Refunds Policy

Your Right to Cancel (Change of Mind)

If you are a consumer in the UK, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period will expire 14 days after the day you (or a nominated third party) receive the goods.

To exercise your right to cancel, you must notify us in writing - lolaandnells@gmail.com

Due to hygiene and health considerations:

• Snoozer dog beds must remain unopened to be eligible for return

• Once the vacuum-sealed packaging has been opened, the item cannot be returned unless faulty

Opening the vacuum packaging constitutes acceptance of the goods and removes the right to cancel for change-of-mind returns.

To be eligible for a return, all items must:

• Be unused

• Be in their original packaging

• Have all retail tags and labels attached

• Be in a resaleable condition

For hygiene and animal welfare reasons, we cannot accept returns that have been used, tried, washed, or exposed to pet hair, odours, or saliva.

The right to cancel does not apply to:

• Goods that are used or handled beyond what is necessary to assess their nature or characteristics

• Sealed goods not suitable for return for health or hygiene reasons, where the seal has been broken

• Pet bedding or sleeping products that have been opened, unpacked, or used

• Goods made to the customer’s specifications or clearly personalised

• Perishable goods or items with a limited shelf life

Goods must be returned within 14 days of notifying us of cancellation

• Customers are responsible for return postage costs

• We recommend using a tracked and insured service, as goods remain your responsibility until received by us

We reserve the right to reduce the refund if goods are returned in a condition that does not meet the criteria above.

Faulty, Damaged Goods

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

If your item is faulty, damaged, or incorrect:

• You are entitled to a full refund

• We will refund the original delivery cost

• We will cover or reimburse reasonable return postage

Please contact us promptly with your order number and photographs where applicable