Refund policy

Last updated: 15 October 2026

Please note before you return

For change-of-mind returns, refunds and size exchanges, all postage costs are paid by the customer. This includes sending the item back to us and, for exchanges, sending the new item to you.

Our 60-Day Money-Back Guarantee

We want your pet to love their KY Cooling Mat. If it isn't the right fit, you can return it within 60 days of delivery for a refund, even if your pet has already used it.

Conditions

  • Your return request must be made within 60 days of the delivery date.
  • The mat can have been used, but it must be returned clean and without damage caused by chewing, scratching or tearing.
  • Please keep your order number, as we'll need it to process your return.
  • The customer is responsible for the cost of shipping the item back to us. We recommend using a tracked service, as we can't refund items that are lost on the way back to us.

Buy 1, Get 1 Free orders

When you buy two mats through our Buy 1, Get 1 Free offer, each mat you return is refunded at half of the total price paid for the pair. You may return one or both mats.

Free gifts that came with your order, such as a bandana or thank-you card, don't need to be returned.

Wrong size?

If you'd like a different size, you can exchange your mat instead of getting a refund. Contact us with your order number and the size you'd like, and we'll help you arrange it.

Please note: for exchanges, the customer pays the postage both ways, both for sending the mat back to us and for sending the new size to you.

How to return

  1. Contact us through our Contact Us page. Choose Returns & refunds and include your order number and the reason for your return.
  2. We'll reply with the return address and instructions.
  3. Send your item back at your own cost. We recommend a tracked service.
  4. Once we receive and check your return, we'll email you to confirm your refund.

Please don't send items back before contacting us. Returns sent without instructions may not be processed.

Refunds

Approved refunds are issued to your original payment method within 15 business days of receiving your return. Depending on your bank, it may take a few extra days to appear on your statement.

Original shipping fees are not refunded for change-of-mind returns.

Damaged, faulty or incorrect items

If your order arrives damaged or faulty, or you receive the wrong item, please contact us through our Contact Us page as soon as possible. Include your order number and a photo of the issue, and we'll make it right.

Your rights under consumer law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand customers also have rights under the Consumer Guarantees Act 1993.

Our 60-Day Money-Back Guarantee is offered in addition to these rights. Nothing in this policy limits them.

Contact us

Have a question about a return? Please get in touch through our Contact Us page.