Refund Policy

At Ted & Teddy, we want you and your pet to be happy with every purchase. If something is not quite right, you may request a return within 30 days of receiving your order, subject to the conditions below.

Please read this policy carefully before returning an item.

1. Return Period

You may request a return within 30 days from the date your order was delivered.

To be eligible for a return, the item must:

• Be unused, unworn and unwashed;
• Be in its original condition;
• Include all original tags, instructions and accessories;
• Be returned in its original packaging where reasonably possible;
• Show no signs of pet use, hair, odour, dirt, chewing or damage;
• Be accompanied by your order number or proof of purchase.

We reserve the right to refuse a return when the item does not meet these conditions.

2. Starting a Return

Before sending anything back, contact us at:

Email: info@tedandteddy.com

Please include:

• Your full name;
• Your order number;
• The item you wish to return;
• The reason for the return;
• Photographs where the item is damaged, defective or incorrect.

If your return is approved, we will provide instructions and the applicable return address.

Do not send an item back before contacting us. Returns sent without prior approval may not be accepted.

3. Return Address

Approved returns must be sent to the return address provided by our customer-service team.

Do not return an order to the address shown on the original parcel unless we specifically instruct you to do so. Some orders may be shipped through different fulfilment partners, and the original shipping address may not be the correct returns facility.

4. Return Shipping Costs

When you return an item because you changed your mind, selected the wrong size or no longer want the product, you are responsible for the return-shipping costs.

Original shipping charges are non-refundable unless:

• The item was damaged or defective upon arrival;
• You received the wrong item;
• We made another fulfilment error;
• Applicable law requires otherwise.

We recommend using a trackable shipping service and keeping your shipping receipt. Ted & Teddy is not responsible for returned parcels that are lost or damaged during return transit.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us at info@tedandteddy.com within 5 days of delivery when:

• The item arrived damaged;
• The item is defective;
• You received the wrong product;
• You received the wrong size, colour or variation;
• An item is missing from the parcel.

Include your order number and clear photographs or videos showing:

• The product;
• The problem;
• The shipping packaging;
• The shipping label, where relevant.

We will assess the issue and may offer an appropriate resolution, such as:

• A replacement;
• A refund;
• Store credit;
• A replacement part;
• Another reasonable solution.

When the problem was caused by us or the product arrived defective, we will cover reasonable return-shipping costs where a return is required.

Do not dispose of or return a damaged or incorrect item until we have provided instructions.

6. Non-Returnable Items

For hygiene, health and safety reasons, certain items cannot be returned unless they arrived damaged, defective or incorrect.

Non-returnable items may include:

• Used pet beds or blankets;
• Used grooming products;
• Opened hygiene products;
• Opened food, treats or edible products;
• Products that have come into contact with an animal;
• Items containing pet hair, odours or stains;
• Chewed, scratched or otherwise damaged products;
• Personalized or custom-made products;
• Gift cards;
• Final-sale or clearance items where clearly marked as non-returnable;
• Products that cannot safely be resold for hygiene reasons.

Please contact us before purchasing when you are uncertain whether a product can be returned.

Your mandatory legal rights relating to defective or incorrectly supplied goods remain unaffected.

7. Exchanges

Where available, you may request an exchange within the same 30-day period.

Exchanges are subject to:

• Product availability;
• The original item meeting our return conditions;
• Any price difference between the original and replacement item;
• Applicable return and reshipping costs.

The quickest way to receive a different item may be to return the original product and place a new order separately.

We cannot guarantee that a particular size, colour or product will remain in stock while your return is being processed.

8. Order Changes and Cancellations

Contact us at info@tedandteddy.com as soon as possible when you need to change or cancel an order.

We may be able to update or cancel the order only before it enters processing or fulfilment.

Once an order has been processed, packed or shipped, it may no longer be possible to cancel or change it. You may need to wait until the order arrives and then request a return in accordance with this policy.

Submitting a cancellation request does not guarantee that the order can still be cancelled.

9. Refused and Unclaimed Deliveries

If a parcel is:

• Refused at delivery;
• Not collected from a pickup location;
• Returned because the address was incomplete or incorrect;
• Returned after unsuccessful delivery attempts;

we may deduct the original shipping cost, return-shipping charges and any carrier fees from the refund, to the extent permitted by law.

Please carefully check your shipping address before placing an order.

10. Return Inspection

Once we receive your return, we will inspect it to confirm that it meets the conditions in this policy.

We will email you to let you know whether the return has been approved or declined.

A return may be declined or partially refunded when:

• It was submitted outside the return period;
• It shows signs of use or animal contact;
• It is damaged for reasons unrelated to a product defect;
• Parts, packaging or accessories are missing;
• It was sent without approval;
• It is a non-returnable item;
• The returned product is different from the item ordered.

11. Refunds

When your return is approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for the refund to appear. Your bank or payment provider may require additional processing time.

Refunds normally cover the amount paid for the returned product.

The following amounts are generally not refundable:

• Original shipping costs;
• Return-shipping costs;
• Customs duties;
• Import taxes;
• Brokerage charges;
• Fees imposed by banks or payment providers.

These exclusions do not apply where the refund relates to our error, a defective item or a legal right that requires those amounts to be reimbursed.

12. Late or Missing Refunds

If your refund has been approved but has not appeared:

1. Check your bank or payment account again;
2. Contact your card issuer or payment provider;
3. Allow for their stated processing period;
4. Contact us at info@tedandteddy.com if the refund is still missing.

Please remember that the time between our approval and the refund appearing in your account is controlled partly by your financial institution.

13. Sale and Clearance Items

Items purchased during a promotion may generally be returned under the same conditions as full-price items unless they were clearly identified before purchase as:

• Final sale;
• Non-returnable;
• Clearance with no returns.

When an eligible promotional item is returned, the refund will be based on the amount actually paid after discounts.

If returning part of an order causes the order to no longer qualify for a discount or promotion, the refund may be adjusted where this was clearly stated in the promotional conditions and permitted by law.

14. Bundles and Promotional Gifts

When returning an item purchased as part of a bundle, set or promotion, you may be required to return all included products.

Free gifts included with an order may also need to be returned.

If a promotional item or free gift is not returned, its value may be deducted from the refund where permitted by law and clearly disclosed.

15. European Union Cooling-Off Right

When an order is shipped to a consumer in the European Union, the customer may have a statutory right to cancel certain online purchases within 14 days, without providing a reason. Ted & Teddy’s referenced policy also separately acknowledges this EU cooling-off period. 

This right is subject to applicable exceptions, including certain:

• Sealed hygiene products after the seal has been broken;
• Personalized goods;
• Perishable products;
• Opened products that cannot be returned for health or hygiene reasons.

Where the statutory EU withdrawal right applies, you must notify us within the required period and return the goods in accordance with applicable law.

Nothing in this policy limits mandatory consumer rights.

16. Canadian Consumer Rights

This policy provides Ted & Teddy’s voluntary returns process.

Additional rights may apply when a product is:

• Defective;
• Unsafe;
• Misrepresented;
• Not as described;
• Not supplied as agreed.

Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded.

17. Chargebacks and Payment Disputes

Please contact us at info@tedandteddy.com before opening a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

Opening a chargeback does not automatically entitle you to keep both the product and the refunded payment.

We may provide order, delivery and communication records to the relevant payment provider when responding to a dispute.

18. Contact Us

For questions about returns, exchanges, damaged items or refunds, contact:

Ted & Teddy
Email: info@tedandteddy.com

Please include your order number whenever possible so that we can assist you more quickly.