Warranty Terms and Conditions
1. General
At Buddy Beds, we strive to provide products of the highest possible quality. That is why we offer a guarantee against manufacturing and material defects, so that you can choose our products with confidence.
These warranty terms and conditions set out:
• what is covered by the warranty•
what is not covered by the warranty•
how to
make a warranty claim• how we will assist you
2. What is covered by the warranty?
We provide a warranty against structural defects and defects relating to manufacture or materials that occur within the warranty period, provided there has been no misuse.
The warranty covers:
Manufacturing faults
Product components that do not meet the standard product quality, such as:
• seams that come apart without any external stress•
fabrics
showing unexplained tears• warped or broken edges without visible external damage
Design faults
• fractures in the internal structure
Unexpected or premature wear
Where a product wears out significantly faster than is reasonable under normal use within the warranty period.
Zips (subject to conditions)
The warranty on zips applies only if:
• the cover has been washed in a laundry bag•
the washing instructions have been followed correctly•
there is no visible damage indicating pulling, biting, chewing or forcing
If the cover has been washed without a laundry bag, the warranty on the zip will be void.
3. What is not covered by the warranty?
The following situations are not covered by the warranty:
Normal signs of wear and tear
• Minor wear and tear of fabric and materials•
Discolouration caused by sunlight or the environment•
Creases or minor pressure marks resulting from normal use
Damage caused by pets
Damage caused by:
•
chewing•
scratching• restless behaviour•
playing with the product
Careless use or improper care
• use outside the recommended size•
incorrect washing or
cleaning• washing without a laundry bag•
improper storage
Seam or fabric damage with additional damage
Where a seam comes apart, but other damage is also visible, such as:
•
tears •
bite marks •
scratches • pulled fabric
which indicate that the cover has been damaged by a dog or a person, the damage is not covered by the warranty.
Damage during return shipment
• damage caused by careless packing•
transport without a return label or insurance
Non-original packaging
Products that are not returned in the original shipping packaging and protective materials.
4. Warranty period
Standard warranty
The standard warranty is valid for 12 months from the date of delivery, unless otherwise stated on the product page.
10-year warranty against sagging (orthopaedic Buddy Beds)
For orthopaedic Buddy Beds, there is an additional 10-year warranty against mattress sagging, defined as follows:
The warranty applies only if the entire mattress, originally 10 cm thick, has structurally sagged to a thickness of approximately 2 cm under normal use.
The following are not considered sagging:
• slight
indentations• moulding to the dog’s body•
localised pressure points
These are considered normal wear and tear.
Any trial period conditions and statutory rights of withdrawal remain in full force.
5. How do you make a warranty claim?
To ensure your claim is processed quickly and correctly, please follow the steps below.
Step 1 – Submit your claim
Submit your claim via the contact page or via your customer account, stating:
•
name• order
number•
product name• date of purchase
Step 2 – Submit photos
Upload clear photos of:
• the damaged part of the
product• the location of the damage•
the damage in good light
Please use, where possible:
• a white background•
sharp and clear images
Step 3 – Description
Please provide a brief description of:
• what is wrong•
when you discovered the fault•
how the fault manifests itself
Without this information, we cannot assess the claim.
6. Assessment and processing
Once we have received your complete claim:
• assessment within 3 to 5 working days•
you will receive the outcome by email
Possible outcomes:
• repair or
replacement•
refund• reasoned rejection
7. If the claim is covered by the warranty
Upon approval, we will offer your choice of:
• replacement of the product•
repair free of charge• full refund via the original payment method
8. If the claim is not covered by the warranty
If the damage is not covered by the warranty:
• we will contact you with advice•
you may receive a quote for a paid solution•
we will not take any further action without your consent
9. Statutory consumer rights
Nothing in these warranty terms limits your statutory rights as a consumer.
In the event of any conflict, statutory consumer rights shall always prevail.
10. Other provisions
Buddy Beds reserves the right to amend these warranty terms and conditions if this is necessary for operational or legal reasons.