Refund policy

Return & Refund Policy

At Lerro, we want you to feel confident in every purchase. If something isn't right, the policy below explains how returns and exchanges are handled.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided all eligibility requirements are met.

To qualify for a return:

  • Items must be unused and in their original packaging
  • All original components and accessories must be included
  • Items must be in resalable condition with no signs of use, damage, or alteration

For hygiene reasons, beds that have been used by a pet cannot be returned unless the item is defective or damaged upon arrival.

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Used or pet-soiled items
  • Items returned outside the 30-day window
  • Gift cards or promotional items
  • Final sale or clearance items (if applicable)

3. How to Request a Return

To initiate a return, please contact our customer support team within 30 days of delivery and provide:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

Returns sent without prior authorisation may not be accepted.

4. Return Shipping

  • Customers are responsible for return shipping costs
  • We recommend using a trackable shipping method, as Lerro is not responsible for lost or undelivered return shipments
  • Original shipping fees are non-refundable, except in cases of defective or incorrect items

5. Exchanges

If you wish to exchange an item, please contact customer support to confirm availability.

  • Exchanges are subject to product availability
  • Customers are responsible for any shipping costs associated with exchanges unless the item is defective or incorrect
  • If the replacement item differs in price, the difference will be charged or refunded accordingly

In some cases, we may process a return and refund first, followed by a new order for the replacement item.

6. Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection.

  • Approved refunds will be issued to the original payment method
  • Please allow 5–10 business days for the refund to process, depending on your payment provider
  • Refunds are issued for the product price only, excluding shipping and handling fees unless the return is due to our error

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or missing items, please contact us within 7 days of delivery.

To help us resolve the issue quickly, include:

  • Your order number
  • Clear photo evidence of the issue
  • A brief description of the problem

Once verified, we will provide a replacement or full refund at no additional cost to you.

8. Sizing & Fit

We provide detailed sizing guidance to help you choose the right bed for your dog. If you are unsure which size is right, we recommend reviewing our size guide before purchasing or reaching out to our team for advice.

Returns due to incorrect size selection are accepted within the standard 30-day window, provided the item is unused and in original packaging.

9. Refused or Undeliverable Packages

If a package is returned to us due to refusal, incorrect address information, or failure to collect from the carrier:

  • Shipping fees will not be refunded
  • Additional shipping fees may apply for reshipment
  • Refunds, if issued, will be processed minus original shipping costs

10. Policy Updates

Lerro reserves the right to modify or update this Returns & Exchanges Policy at any time. Changes will be effective upon posting to our website.

11. Contact Us

If you have questions about this policy or need assistance with a return or exchange, please contact our customer support team. We're here to help.