Politique de remboursement

30-Day Money-Back Guarantee

We want your dog to love their Frost™ Cooling Mat. If it isn't the right fit, you can return it within 30 days of delivery for a refund, even if your dog has already tried it.

Conditions

  • Your return request must be made within 30 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 will need it to process your return.

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

How to return

  1. Email us at contact@sulevo.com with your order number and the reason for your return.
  2. We will reply with the return address and instructions.
  3. Once we receive and check your return, we will email you to confirm your refund.

Refunds
Approved refunds are issued to your original payment method within 5 business days of receiving your return. Depending on your bank, it may take a few extra days to appear on your statement.

Return shipping
Return shipping costs are the customer's responsibility, unless the item arrived damaged or faulty.

Damaged or faulty items
If your order arrives damaged or faulty, contact us within 48 hours of delivery with your order number and a photo of the issue. We will cover the return and send a replacement or issue a full refund, whichever you prefer.

Your rights under Australian 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 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. This 30-Day Money-Back Guarantee is offered in addition to these rights.

Contact
Questions about a return? Email us at contact@sulevo.com.