Not satisfied? No problem.
We want your dog to sleep comfortably, and we want you to be able to order with peace of mind. That is why, as a consumer, you have a statutory right of withdrawal of 14 days - no hassle, no questions asked.
Cancelling your order before dispatch
As long as your order has not yet been dispatched, you can cancel it free of charge and without giving any reason. To do so, please contact us via the contact form or send us an email at . You will receive confirmation of the cancellation, and the amount paid will be refunded to your payment method.
Have you already received confirmation that your order has been dispatched? In that case, cancellation is no longer possible, but you can return the product once you have received it.
Right of withdrawal: 14-day cooling-off period
As a consumer, you have the right to withdraw from your purchase without giving any reason, within 14 calendar days of receiving your product.
For an order consisting of several products delivered on separate days, the period starts on the day after receipt of the last product.
How do you exercise your right of withdrawal?
Notify us via:
- The model withdrawal form (see the bottom of this page or available on the website), or
- A clear email to stating that you wish to withdraw from the agreement.
Then send the product back within 14 days of your notice of withdrawal.
Conditions for returns
To make use of the right of withdrawal, the product must meet the following conditions:
- The product has not been worn, washed, or otherwise used
- The product is complete (including all accessories and parts)
- The product is fitted with the original labels
The product may be unpacked in order to inspect it in the same way you would in a physical shop - but it may not be used or offered to a dog. Any trace of use (dog hairs, odours, stains, scratch marks, …) renders the product unsellable as new and will result in the refund being refused.
When is withdrawal not possible?
The right of withdrawal does not apply if the product displays one or more of the following characteristics:
- The sewn-in labels have been removed
- The product shows signs of use - including (but not limited to) dog hairs, skin flakes, dirt, stains, scratch marks, or odours
- The product has been washed
- The product is damaged
- The product was received more than 14 days ago
- The product is made to measure or clearly intended for a specific person (e.g. personalised dimensions or versions)
Each product is photographed by us before dispatch. Upon receipt of a return, we photograph the package and the product again. This allows us to objectively compare the condition at the time of dispatch with the condition at the time of return.
All returned products are inspected upon receipt. We reserve the right to refuse a refund for products that are not in new, unused condition or that meet one of the criteria above.
How do you send a product back?
- Report your return by email or via the withdrawal form (see below)
- Pack the product in its original packaging
- Affix the return label to the packaging
- Send the product back in the same manner in which you received it
The return costs are at your expense.
Important: foam mattress size XL and XXL (Flat, Lounge, Corner, Sofa)
The Flat, Lounge, Corner, and Sofa models in size S, M, and L are delivered fully assembled in a single package: foam mattress, mattress protector, and cover together. For size XL (130×94×15 cm) and XXL (143×107×15 cm) this is not possible, because the foam mattress exceeds the maximum dimensions allowed by standard parcel carriers. These are therefore delivered in two separate packages: a first package containing the vacuum-compressed and heat-sealed foam mattress, and a second package containing the mattress protector, cover, and any bolsters.
Unpacking a compressed mattress
Upon receipt, open the package containing the cover and mattress protector first, and not the package containing the compressed mattress. The cover already gives you a good impression of the bed's dimensions, without you having to open the sealed mattress packaging.
Please note: once you open the sealed packaging of the compressed mattress, it is, as a consumer, practically no longer possible to recompress and repackage the mattress correctly for return shipment. If you still wish to return the product after opening this packaging, you are responsible yourself for arranging suitable shipment - in that case we cannot provide a return label. It is not permitted to hand the uncompressed mattress to a parcel carrier as a package, since it is too large. This will result in fines, which will not be borne by us.
If you wish to assess the mattress without losing your right of withdrawal, carefully review the product photos, dimensions, and description on the product page before opening the packaging.
Have you opened the packaging? Then allow the foam mattress 24 to 72 hours to return to its original shape and thickness. This is a normal part of the unfolding process after compression and is not a sign of a defect.
Refund
After receipt and inspection of the returned product, we will refund the purchase amount within a reasonable period:
- Refunds are made to the payment method you used at the time of purchase (credit or debit card)
- Did you pay with vouchers? Then the refund may also be made in the form of vouchers
- We reserve the right to refuse a refund for products that are not in new, unused condition
Received a defective or damaged product?
Did you receive a product with a defect? Then you are covered by the statutory warranty.
Report a defect within 2 months of discovering it, by email (with read receipt) or by registered letter to:
NORDCREST GROUP BV
Meersbloemstraat 20
9890 Gavere, Belgium
Then send the product back within 14 days of your notification, in its original packaging, in the same manner in which you received it.
After receipt, we will decide together with you on repair or replacement. If this is not possible or cannot take place within a reasonable period, we will provide a price reduction or - in the case of a serious defect - a full refund.
The return costs in the case of a justified warranty claim will be reimbursed, provided you use the designated standard shipping method.
Complaint or dispute?
We handle complaints within 15 working days of receipt.
Were you unable to resolve the matter with us? As a consumer, you can also contact:
Consumer Mediation Service
Boulevard du Roi Albert II 8, Box 1, 1000 Brussels
contact@consumentenombudsdienst.be
T +32 2 702 52 00
Or via the European online platform for dispute resolution: ec.europa.eu/odr
Model withdrawal form
(Only complete this form if you wish to withdraw from the purchase)
To:
NORDCREST GROUP BV
Meersbloemstraat 20
9890 Gavere, Belgium
I/We hereby give notice that I/we withdraw from the agreement relating to the sale of the following goods:
Product(s): ___________________________
Ordered on: ___________________________
Received on: ___________________________
Name of consumer(s): ___________________________
Address of consumer(s): ___________________________
Date: ___________________________
Signature: (only when submitted on paper)