Refund policy

Last updated: October 5, 2026

We currently ship within mainland UK only. We want you and your dog to love your Loyal & Grey bed — if something isn’t right, here’s how returns, exchanges and refunds work.

30-Day Comfort Guarantee

Every bed comes with our 30-day comfort guarantee. If your dog isn't settling in within 30 days of delivery, contact us at customerservice@loyalandgrey.com and we'll help arrange a return or exchange. We cover the cost of return shipping within the UK.

Condition for Returns

We expect your dog to try the bed during the 30-day comfort guarantee, so normal use is fine. To be eligible for a return, the bed must be clean and in a resaleable condition, returned in its original packaging with any covers or inserts intact. Beds that have been washed, heavily soiled, chewed, or damaged outside of a manufacturing fault cannot 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 customerservice@loyalandgrey.com with your order number and the reason for your return.
We'll confirm your return and, for UK orders, send you a prepaid return label.
Pack the item securely in its original packaging and send it back to the address we provide.
Once we receive and inspect the item, we'll process your refund or exchange.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Shipping costs on the original order are non-refundable except where the item was faulty, damaged, or incorrect.

Faulty, Damaged, or Incorrect Items

If your bed arrives faulty, damaged, or isn't what you ordered, contact us as soon as possible, and within 30 days of delivery, at customerservice@loyalandgrey.com with your order number and a photo of the issue. We will arrange a free replacement, exchange, or full refund, including return shipping, at no cost to you. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Exchanges

Need a different size or colour? Contact us at customerservice@loyalandgrey.com and we'll arrange an exchange, subject to stock availability and the return conditions above.

Cancellations

If you need to cancel or change an order, contact us as soon as possible at customerservice@loyalandgrey.com. We aim to accommodate changes before an order is dispatched, but cannot guarantee cancellation once an order has been sent to our fulfilment partner for dispatch.