Returns & Warranty
At Albie & Friends, your satisfaction is our priority, and we want to ensure you have the best shopping experience. If you need to return an item, we're here to help. Please take a moment to review our return policy.
Warranty Promise
Every Albie & Friends bed is made to last and comes with a 12-month limited warranty against manufacturing defects.
What Our Warranty Doesn’t Cover
Our 12-month limited warranty is designed to protect you against genuine manufacturing defects. It does not extend to:
Normal wear and tear from everyday use and regular washing.
Pet-related damage such as chewing, biting, ripping, tearing, scratching, staining, or accidents involving liquids and moisture.
Commercial or heavy-duty use (e.g. in hotels, boarding facilities, or retail environments).
Use with non–Albie & Friends products — for example, fitting our covers onto other beds may stretch or damage the material and is not covered.
Returns - Unopened Items Only
For hygiene, safety, and sustainability reasons, we can only accept returns of unopened beds.
Return window: 30 days from the date of purchase.
Condition: The bed must still be in its original packaging, completely unopened and unused.
Shipping: Return shipping to our Auckland warehouse is at the buyer’s cost.
Refunds: Once we receive and inspect the return, we’ll issue a full refund to your original payment method within 5–7 business days.
Why We Can’t Take Back Opened Beds
Unlike clothing or smaller homewares, our beds are designed with compressed foam and sealed hygienically for your pet’s safety. Once opened:
They cannot be repackaged or resold.
Shipping them back is bulky and very costly.
Most importantly, we would never resell a bed another pet has laid on — your pet deserves a brand-new, untouched product.
We’d rather be upfront about this than pretend we can offer a risk-free trial and let customers down later.
Lifetime Support
While we can’t take back opened beds, our team is always here to support you: whether it’s care tips, replacement covers, or warranty issues. If something ever goes wrong, please reach out - we’ll always do our best to help.
Returns
To be eligible for a return, your item must meet the following criteria:
If the vacuum seal remains unopened and you can fit the bed back into the cardboard box, we will happily accept returns or exchanges. If the vacuum seal has been opened, we cannot accept returns or exchanges due to hygiene reasons and the inability to repackage the expanded bed.
Unfortunately, we do not offer free returns at this time, and customers are responsible for covering any shipping charges to return the bed safely.
Initiating a Return: To start a return, please contact us at info@albieandfriends.co.nz. We will provide you with return shipping details.
If you believe you have received a faulty bed, please email us to discuss the matter within 14 days of receiving your product at info@albieandfriends.co.nz
Cat Comfort Guarantee
We know cats can be particular. That’s why every Albie & Friends cat bed comes with our Cat Comfort Guarantee.
30 Days to Try: If your cat doesn’t take to their new bed within 30 days, just get in touch.
We’ll Help First: Often cats need a little encouragement - we’ll share our settling tips to help them feel at home.
Exchange or Refund: If your cat still won’t use it, we’ll arrange an exchange or refund. To keep it fair, beds must be clean, undamaged, and return shipping is at the buyer’s cost. We cannot accept beds that don't meet this criteria.
✨ This guarantee is designed to give you peace of mind when purchasing — because we believe your cat will love their new spot as much as you love how it looks in your home.