Refund policy

Kangaroo Bed Return, Refund and Exchange Policy

We understand that sometimes you might need to return or exchange a purchase. We want to make this process as easy as possible for you.

When we accept a return

We accept returns and exchanges for faulty items, items damaged in transit, or items received incorrectly. We don't offer returns for change of mind.

If you received the wrong item

Contact support@kangaroobed.com within 5 days of delivery with your order number and a photo. We'll send the correct item along with return label to send the incorrect item back to us or a refund if we can't get you the right item.

If your bed arrives damaged, or with Manufacturing fault

Contact support@kangaroobed.com with a photo and description of the issue - within 5 days of delivery if it arrived damaged, or any time within your warranty period if a manufacturing fault shows up later (see Warranty below). We'll cover return shipping and arrange a replacement.

Change-of-mind exchanges (unopened only)

Beds are vacuum packed for hygiene and shipping. Because of this, we can only accept a change-of-mind exchange if the item is unopened, unused, and in its original packaging, within 30 days of delivery. Once opened, we're no longer able to accept it back for change of mind - this doesn't apply to faulty or damaged items (see above).

Not sure about size? Start with our sizing guide for dog beds and crate mats - checking your dog's measurements against it before you order or before you open the box is the best way to get the right size the first time.

Want to double-check against your dog after delivery, without losing your right to return? Your bed's foam is compressed and vacuum-sealed into a roll, then packed inside a poly bag. You can unroll the vacuum-sealed roll itself - without cutting or puncturing the seal - to see the size next to your dog, then roll it back up and place it back in the poly bag. As long as the vacuum seal itself stays intact, the bed is still eligible for a return or exchange.

Bundles must be returned in their entirety.

How to return an item

1. Email us at support@kangaroobed.com to discuss the reason for the return.
2. Ensure you have approval for the return from Kangaroo Bed.
3. Pack your item securely (preferably in the original packaging) with proof of purchase and

send it to:

KANGAROO BED, PO Box 2074, HAMPTON EAST VIC 3188

Note: You are responsible for return shipping costs unless the item is faulty or damaged. Original shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance. Keep tracking numbers until you receive confirmation of your refund, as we can't guarantee receipt of returned items and don't accept responsibility for lost items.

Refunds

Once we receive and inspect your return, we'll email you the outcome. Approved refunds are processed to your original payment method within 7–10 business days. If it's been more than 10 business days, check with your bank first, then contact us at support@kangaroobed.com.

Gift orders

Returned gifts are refunded as a gift voucher rather than to the original purchaser's payment method.

Sale items

Items bought on sale are refunded at the price paid. Sale pricing doesn't apply to future orders. Items marked as final sale, or purchased at a discount of 30% or more, aren't eligible for return or exchange unless faulty.

Warranty/Guarantee

Kangaroo Bed products are made from high-quality, durable materials but are not indestructible. Kangaroo Bed provides a 12-month warranty against manufacturing defects, plus a 10-year no-sag guarantee: your bed's foam is guaranteed to hold at least 90% of its original shape for 10 years from delivery.

This warranty covers defects arising from faulty workmanship or materials. It doesn't cover:

    • Damage caused by chewing, rough usage, or normal wear and tear. Various dog breeds have different temperaments and behaviours, some prone to chewing or rough activities. Such damage is considered misuse and is outside normal product use.
    • Damage resulting from failure to follow the care instructions.
    • Damage caused by using covers on non-compatible beds.
    • Damage from excessive force or improper handling is not covered.

    We do not accept responsibility for injury or loss caused by the use or misuse of our products.

    If you have any questions about our return and exchange policy, please email us at support@kangaroobed.com.

    Thank you for choosing Kangaroo Bed!