Refund policy
The 14-Night Guarantee
Let your dog sleep on it. If the bed is not right within 14 nights of delivery, email us at support@birchwoodandbark.com with your order number and we will sort it out.
Every bed is checked by hand before it leaves us, so if something is wrong we want to see it. Please send clear photos with your first email, including the whole bed and not just a close up.
How a refund works
You do not have to ship a whole bed back. The cover unzips, so we only need that part.
- Email us within 14 nights of delivery.
- Unzip the cover, fold it and post it back to us within 14 days. It weighs two to four pounds and fits in a padded envelope or any box you already have. Return postage is paid by you.
- The foam core is yours. Keep it, or give it to a local shelter or rescue so a dog who has nothing gets a bed.
- We refund you in full, to your original payment method, within 3 business days of the cover reaching us.
We check every cover that comes back. That is not us doubting you. It is the only way a company this small can offer a guarantee this generous and keep offering it.
What the guarantee does not cover
- A bed your dog has damaged. Chewing, digging and tearing are not guarantee claims.
- A claim where the cover does not come back to us.
- A bed that was not bought directly from us. The guarantee is for the original purchaser only and is not transferable, so it does not apply to a bed bought secondhand or through a third party.
- More than one guarantee claim per household, ever, however many beds you own.
If a cover comes back showing damage rather than normal use, we will tell you and explain why. We would rather have that conversation than quietly say no.
No restocking fee, ever. Refunds go to your original payment method, never store credit.
If something is wrong when it arrives
Every bed is checked by hand before it leaves us. If anything is wrong when it arrives, including the stitching, email support@birchwoodandbark.com within 7 days of delivery with your order number and clear photos. We will put it right free and cover the shipping.
In most cases that means a new medical grade composite cover, which zips straight onto the foam core you already have. You do not need to send the bed back. We respond within 1 business day.
Stitching and zippers after that
Stitching and zippers are not covered by the warranty. Dogs dig, and a seam that has been dug at for weeks is a different thing from a seam that arrived wrong. If you are not sure which one you have, send us a photo and we will tell you honestly.
Unopened orders
If you change your mind and have not opened the box, you can return it within 30 days of delivery. Return shipping is paid by you. Email us first and we will tell you where to send it. Once it arrives back with us in its original unopened packaging, we refund you in full.
Warranty
- Foam core, 10-year warranty. The core must retain at least 90% of its original buoyancy. If it fails to meet that standard under normal use, we will replace it.
- Medical grade composite cover, 3-year warranty. Covers material integrity, such as cracking or delamination.
Warranty claims are settled by replacing the part that failed, not by a cash refund. For the cover that means a new cover, free, with the shipping covered, and your foam core stays where it is.
Neither warranty covers stitching, zippers, deliberate damage, or damage from chewing, biting or digging.
Eco-Covers
Eco-Covers are a soft top sheet and a consumable item. They are covered for defects on arrival. Email us within 14 days of delivery with a photo and we will replace them free. Used covers are not returnable for hygiene reasons, and wear or tearing caused by digging or chewing is not covered.
How to start
Email support@birchwoodandbark.com with your order number and the reason. A real person reads every email and responds within 1 business day.
