Refund policy

Refund & Return Policy

Last updated: September 17, 2026

Thank you for shopping with Bed True. We want you and your pets to love everything you bring home. If something isn't right, here's everything you need to know about returns and refunds.

1. 30-Day Return Window

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:

  • Unused and unwashed — in the same condition you received it
  • Free of stains, odors, pet hair, and signs of wear
  • In its original packaging, with all original tags, labels, and inserts attached
  • Accompanied by proof of purchase (order number or receipt)

Bedding is a personal-use product, so items that have been slept on, washed, or used by pets cannot be resold and are not eligible for return.

2. Non-Returnable Items

The following items cannot be returned:

  • Items that have been used, washed, or damaged after delivery
  • Items with stains, odors, or pet hair
  • Items missing original packaging, tags, or inserts
  • Clearance and final sale items (marked as final sale at the time of purchase)
  • Gift cards
  • Personalized or custom-made items

If you're unsure whether your item qualifies, contact us at hello@bedtrue.com before sending anything back — we'll help you sort it out.

3. How to Start a Return

Step 1 — Contact us first. Email hello@bedtrue.com with your order number and the reason for your return. We'll review your request within 2 business days.

Step 2 — Wait for our return instructions. If your return is approved, we'll send you written instructions, including the return address and the documentation you need to include in your package.

Step 3 — Ship your return. Returns must be shipped within 7 days of receiving our approval. Please include your order number inside the package.

Important: Items sent back to us without first requesting a return, or sent without an order number, cannot be accepted or refunded.

4. Return Shipping Costs

Returns due to our error — we cover it. If you received a defective, damaged, or incorrect item, we'll cover the cost of return shipping, or arrange a replacement/refund without requiring the item to be sent back when it isn't practical to do so.

Change-of-mind returns — the customer covers it. If you're returning an item because you changed your mind, ordered the wrong size or color, or no longer need it, you are responsible for return shipping costs.

  • Original shipping charges are non-refundable for change-of-mind returns.
  • If your order qualified for free shipping and you return your entire order, we may deduct the original outbound shipping cost from your refund.
  • We recommend using a trackable shipping service. We cannot issue refunds for returns that are lost in transit without proof of delivery.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or not what you ordered, contact us within 7 days of delivery at hello@bedtrue.com with:

  • Your order number
  • A short description of the problem
  • Photos of the item and the outer packaging

We'll evaluate the issue and make it right — usually with a replacement or a full refund. For low-value items, we may issue a refund without requiring you to ship the item back.

6. Refunds

Once we receive and inspect your return, we'll notify you that it has arrived and let you know whether your refund has been approved.

  • Approved refunds are issued automatically to your original payment method.
  • Please allow up to 10 business days for the refund to be processed on our side after approval.
  • Your bank or credit card company may need additional time (typically 3–10 business days) to post the refund to your statement.

Refunds are issued in the original currency and amount paid. We do not refund:

  • Original shipping charges (for change-of-mind returns)
  • Duties, taxes, or customs fees already paid on the original order
  • Return shipping costs you paid yourself

7. Late or Missing Refunds

If more than 15 business days have passed since we approved your refund and you still don't see it:

  1. Check your bank account and credit card statement again.
  1. Contact your bank or credit card company — processing times vary.
  1. If you still can't find it, email us at hello@bedtrue.com and we'll investigate with our payment provider.

8. Order Cancellations

  • Before your order ships: email hello@bedtrue.com as soon as possible and we'll cancel it for a full refund.
  • After your order ships: we can't cancel it, but you're welcome to return it under the terms above.

Because we process orders quickly, cancellation requests are not guaranteed — but we'll always try.

9. Exchanges

The fastest way to get the item you want is to:

  1. Return the item you received (following the process above), and
  1. Place a new order for the correct item.

This gets your new items on the way immediately, instead of waiting for the return to be processed first. If you'd prefer, contact us at hello@bedtrue.com and we'll walk you through it.

10. Return Address

Approved returns should be sent to:

Bed True Returns Garage No. 25, Building 19, Chaoyang Huayuan Economic and Technological Development Zone Nantong, Jiangsu, China

Please do not ship anything to this address without first contacting us and receiving written return instructions. Unapproved returns cannot be tracked or refunded.

11. Contact Us

Questions about a return, a refund, or a specific item? We're happy to help.

Email: hello@bedtrue.com Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM (China Standard Time) Response time: within 2 business days

We aim to reply to every message within one business day. If you haven't heard from us, please check your spam folder before following up.