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Your Rights Under Australian Consumer Law
Our warranty is in addition to your rights under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under Australian law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this warranty policy limits or excludes your statutory rights under the ACL.
At Pets Heaven, we stand behind the exceptional quality and craftsmanship of our orthopedic pet beds. We are committed to providing your beloved companion with a premium sleep experience that lasts. This Warranty Policy outlines the coverage, terms, and process for warranty claims on all products purchased from Pets Heaven.
Last Updated: 11 April 2026
Warranty Coverage
1-Year Manufacturer's Warranty
All Pets Heaven orthopedic pet beds are covered by a 1-year manufacturer's warranty from the date of purchase. This warranty covers defects in materials and workmanship under normal use and care.
What Is Covered
Our warranty covers the following defects when they occur under normal use:
- Defects in Materials: Manufacturing flaws in fabric, stitching, or foam materials
- Defects in Workmanship: Seam separation, stitching failure, or construction defects
- Zipper Failure: Broken or non-functional zippers on removable covers
- Foam Degradation: Premature flattening, crumbling, or loss of support in orthopedic foam (beyond normal compression)
- Structural Defects: Failure of internal support structures or base materials
- Waterproof Liner Failure: Manufacturing defects in waterproof or water-resistant liners
What Is Not Covered
The following are not covered under our manufacturer's warranty:
- Normal Wear and Tear: Gradual fading, pilling, or minor compression from regular use
- Pet Damage: Scratching, chewing, digging, or other damage caused by your pet beyond normal use
- Misuse or Abuse: Damage from improper use, outdoor exposure (for indoor beds), or use for purposes other than intended
- Improper Care: Damage from incorrect washing, use of harsh chemicals, or failure to follow care instructions
- Accidents: Damage from fire, flooding, or other accidents beyond normal use
- Unauthorised Repairs: Damage resulting from repairs or alterations not authorised by Pets Heaven
- Commercial Use: Products used in commercial settings (kennels, shelters, veterinary clinics) unless specifically purchased for commercial use
How to Make a Warranty Claim
If you believe your Pets Heaven product has a defect covered by our warranty, please follow these steps:
Contact Our Warranty Team
Email us at support@petsheaven.com.au with the subject line "Warranty Claim – [Your Order Number]"
Provide Required Information
Include the following in your email:
- • Your full name and order number
- • Date of purchase (attach proof of purchase if available)
- • Product name and size
- • Detailed description of the defect or issue
- • Clear photos showing the defect from multiple angles
- • Photos of the product label/tag (if still attached)
Warranty Assessment
Our warranty team will review your claim within 2–3 business days. We may request additional photos or information to assess the claim. In some cases, we may require the product to be returned for inspection.
Claim Approval & Resolution
If your claim is approved, we will provide one of the remedy options outlined below. If the product needs to be returned, we will provide a prepaid return label at no cost to you.
Remedy Options
If your warranty claim is approved, we will offer one of the following remedies at our discretion (or as required under Australian Consumer Law):
Repair
We will repair the defect at no cost to you. Repaired products will be returned within 10–14 business days.
Replacement
We will send you a replacement product of the same model and size. If unavailable, we'll offer a comparable alternative.
Refund
If repair or replacement is not possible or reasonable, we will issue a full refund to your original payment method.
Note: The choice of remedy may depend on the nature of the defect, the age of the product, and your rights under Australian Consumer Law. For major failures, you may choose the remedy.
Warranty Claim Timeline
These timeframes are estimates and may vary depending on your location, the complexity of the claim, and product availability. We will keep you informed throughout the process.
Important Notes
Proof of Purchase: While we can verify most orders through our system, we recommend keeping your order confirmation email as proof of purchase.
Warranty Transfer: This warranty is non-transferable and applies only to the original purchaser.
Care Instructions: Following the care instructions provided with your product is essential to maintain warranty coverage. Improper care may void the warranty.
Warranty Period: The warranty period begins on the date of purchase and cannot be extended or renewed.
Warranty Enquiries
If you have questions about our warranty policy or need assistance with a warranty claim, our dedicated warranty team is here to help.
Pets Heaven is committed to providing exceptional quality and customer service. This warranty policy is designed to give you peace of mind and confidence in your purchase. We reserve the right to update this policy at any time, with changes effective immediately upon posting to our website. Your statutory rights under Australian Consumer Law are not affected by any changes to this policy.
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