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Refund policy

Returns & Exchanges Policy

At Mr Tobias, we want your dog to rest beautifully — and for you to feel confident in your purchase. If your bed isn’t the perfect fit, we offer a clear, fair returns process designed to protect customer satisfaction while supporting dogs in need.

1. Unused, Unopened Returns (30 Days)

If you change your mind, you may return your bed within 30 days of delivery for a full refund, provided it is unused, unopened, unwashed, unaltered, and returned in its original packaging.

Conditions:

  • Bed must be unused and unopened.

  • Original packaging and all components must be included.

  • Return shipping costs are deducted from the refund.

This option is intended for customers who have not introduced the bed to their dog.

2. Opened or Used Beds (Donation Refund Programme)

For hygiene and safety reasons, we are unable to accept opened or used beds back into our warehouse. However, we never want a bed to go to waste — especially when so many rescue dogs are in need of comfortable rest.

If you’ve opened the bed or your dog has already tried it, you may be eligible for our Donation Refund Programme, subject to the conditions below.

Eligibility for Donation Refund

You may receive a full refund if:

  1. The bed has been opened or lightly used, and

  2. You donate it to a registered local animal shelter or rescue centre, and

  3. You provide valid proof of donation.

Beds that are heavily soiled, damaged, or unsafe for reuse may not qualify.

How to Request a Donation Refund

  1. Email hello@mrtobias.co.uk with your order number.

  2. We will provide a list of shelters we currently partner with.

  3. If we do not yet have an affiliated shelter in your area, please email us with the details of your nearest registered shelter, and we’ll do our best to approve it.

  4. Donate the bed directly to the approved shelter.

  5. Send us one of the following as proof:

    • A donation receipt or confirmation from the shelter

    • A photo of the bed being handed over, signed or stamped by shelter staff

    • An email confirmation from the shelter

  6. Once verified, we will process your full refund.

3. Exchanges

If you’d like to exchange for a different size or colour:

  • Unused, unopened beds can be exchanged within 30 days.

  • Customers are responsible for return shipping unless the item is faulty or incorrect.

  • Once we receive the returned unopened bed, we will dispatch the replacement.

For opened or used beds, please use the Donation Refund Programme, then place a new order for your preferred size.

4. Faulty or Incorrect Items

If your order arrives damaged, faulty, or not as described, please contact us within 7 days of delivery at hello@mrtobias.co.uk with images and your order number.
We will replace the item free of charge.

5. Refund Timing

Once your return or donation proof is approved, refunds are processed within 5–7 working days to your original payment method.

6. Growing Our Shelter Network

As a small but growing brand, we are continually expanding our network of partner shelters across the UK. If we don’t yet have an affiliated rescue centre near you, please email us at hello@mrtobias.co.uk with the details of your nearest registered shelter and we will do our best to approve it for donation.

Your support helps us create comfort not only for your dog, but for dogs still waiting for their forever homes.