Buying for a dog who can't tell you what's comfortable takes a bit of trust. Here's how we remove the risk.
We know buying for a dog who can't tell you what's comfortable is a bit of a leap of faith. So we've tried to remove as much of the risk as we can.
30-Day Comfort Guarantee
Every product comes with a 30-day comfort guarantee. If your dog isn't settling into their new bed, get in touch within 30 days of delivery and we'll sort out a return — including covering the cost of return shipping within the UK.
Normal use is completely fine — we expect your dog to try the bed. We just ask that it comes back clean and in a resaleable condition, in its original packaging with any covers or inserts intact. Beds that have been washed, heavily soiled, chewed or damaged can't be accepted back for hygiene reasons, but may still qualify for an exchange or store credit at our discretion.
How to start a return
- Email us at customerservice@loyalandgrey.com with your order number and a quick note on what's not working
- We'll send you a prepaid return label within 1 business day
- Once we receive and inspect the item, refunds are processed to your original payment method within 5–10 business days
Delivery
Delivery is free. Orders placed before 11:30am (Mon–Fri) are typically dispatched the same day; orders placed after 11:30am, or on weekends, usually ship the next business day. Once dispatched, delivery usually takes 1–3 working days. We currently ship within mainland UK only and are unable to deliver to the Scottish Highlands (remote areas), Scottish Islands, Northern Ireland, Isle of Wight, Isles of Scilly, BFPO addresses, the Isle of Man, Guernsey, or Jersey — if you're unsure whether we deliver to your postcode, contact us before ordering. We don't send tracking numbers with orders, but if your delivery is running late, email us with your order number and we'll track it for you. See our Shipping Policy for the full postcode list and other details.
Faulty or damaged items
If something arrives damaged or faulty, let us know straight away with a photo if possible, and we'll send a replacement or refund — no need to wait until the 30-day window to flag this. Your statutory rights under the Consumer Rights Act 2015 are not affected.
What isn't covered
- Items returned after 30 days
- Custom or personalised orders
Exchanges
Prefer a different size or product instead of a refund? Just let us know when you get in touch, and we'll arrange the swap alongside your return, subject to stock availability.
Questions before you buy? We'd rather help you get the right size or product the first time. Contact us anytime.