Return & Refund Policy – STILL

Last updated: July 30, 2026

At STILL, we want you and your dog to have enough time to experience our products properly. This Return & Refund Policy explains our 60-Night Settle-In Guarantee, how to request a return, and how refunds, damaged products, promotional gifts, and exchanges are handled.

This policy applies to eligible products purchased directly through stillcozy.com.

1. 60-Night Settle-In Guarantee

Eligible STILL dog beds are covered by our 60-Night Settle-In Guarantee.

The 60-day period begins on the date the order is marked as delivered by the shipping carrier.

During this period, your dog may use the bed normally at home. The bed does not need to be unused, unopened, or in its original packaging to qualify for the guarantee.

If the bed is not right for your dog, you may request a return within 60 calendar days of delivery.

2. Return Eligibility

To qualify for a return under the 60-Night Settle-In Guarantee:

• The product must have been purchased directly through stillcozy.com.

• The return request must be submitted within 60 calendar days of delivery.

• The product must have been used only for its intended domestic purpose.

• The product must not have been deliberately damaged, modified, neglected, or misused.

• The product must be returned in a reasonably clean and hygienic condition.

• All components originally included with the product must be returned.

Normal signs of use during the trial period will not prevent a return.

Before returning the bed, please remove loose pet hair and make sure the product is dry and reasonably clean. Washing the removable cover according to the care instructions will not invalidate the guarantee.

3. Damage Not Covered by the Guarantee

The 60-Night Settle-In Guarantee does not cover damage caused by:

• Excessive or deliberate chewing

• Scratching or digging beyond normal use

• Cuts, burns, stains, or contamination

• Incorrect washing or drying

• Failure to follow the product care instructions

• Use outdoors or in unsuitable environments

• Modification, repair, or alteration of the product

• Normal wear and tear occurring after the 60-day period

• Damage caused by another person, animal, or external object

This exclusion does not apply when the damage results from a manufacturing defect or when applicable consumer law provides additional rights.

4. How to Request a Return

To start a return, contact us at:

support@stillcozy.com

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• A brief description of the reason for the return

• Photographs of the product, if requested by our support team

Providing a reason helps us improve our products, but it does not limit any legal right to cancel or return an eligible order.

Please do not send a product to the address shown on our website or to any warehouse without receiving return authorization from us first.

Once your request has been reviewed, we will provide:

• Confirmation that the return has been approved

• The correct return address

• Packaging and shipping instructions

• A prepaid return label, where applicable

Returns sent without authorization may be delayed, refused, or sent to an incorrect facility.

5. Return Shipping

Approved returns made under the 60-Night Settle-In Guarantee are free of charge when the customer uses the prepaid return label or return method provided by STILL.

We cannot reimburse shipping costs if you arrange and pay for an alternative return method without our prior written approval.

The customer is responsible for securely packaging the product and handing it to the designated carrier within the timeframe stated in the return instructions.

Any optional expedited, express, or premium delivery charge paid on the original order is non-refundable, except where applicable law requires otherwise.

6. Return Deadline After Approval

Once a return has been approved, the product must be handed to the designated carrier within 14 calendar days, unless our support team provides a different deadline in writing.

If the product is not returned within the stated period, the return authorization may expire. This does not affect any non-waivable statutory consumer rights.

7. Refund Process

Once the returned product has been received, we will inspect it and notify you by email.

If the return is approved, the eligible refund will be issued to the original payment method.

Refunds are normally initiated within 14 calendar days after we receive the returned product or acceptable evidence that it has been shipped back.

Your bank, credit card provider, or payment service may require an additional 5–10 business days to display the refund in your account.

We cannot issue a refund to a different card, bank account, or payment method unless required by the original payment provider.

8. Refund Amount

For an eligible return under the 60-Night Settle-In Guarantee, we will refund the amount paid for the returned product.

Original delivery charges are non-refundable under the voluntary 60-Night Settle-In Guarantee, except where:

• The product was damaged, defective, or incorrect

• The complete order is cancelled under an applicable statutory right of withdrawal

• Applicable law requires the delivery charge to be refunded

Where legally required, only the cost of the least expensive standard delivery option offered at checkout will be refunded. Additional charges for express or premium delivery are not refundable.

No restocking fee will be charged for an eligible return.

9. Complimentary Gifts and Promotional Items

If your order included a complimentary gift, such as a free calming blanket, the promotional item must be returned together with the main product to receive a full refund.

The complimentary item must be returned in reasonably acceptable condition, allowing for normal inspection and use where the promotion permits it.

If the complimentary item is not returned, we may deduct the value shown for that item in your order confirmation, promotional terms, or at checkout from the refund.

If the gift arrived damaged or defective, contact us before returning the order.

10. Bundles, Multi-Buy Offers and Buy-One-Get-One Promotions

Products purchased as part of a bundle, multi-buy offer, or buy-one-get-one promotion are priced as a combined promotional offer.

To receive a full refund for the promotional purchase, all products and complimentary items included in the promotion must be returned.

If only part of the promotional order is returned, the refund may be recalculated based on the regular price of the products retained by the customer. The refund will never exceed the amount originally paid.

Any specific promotional terms displayed at checkout will form part of this policy.

11. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly at support@stillcozy.com if:

• The product arrives damaged

• The product has a manufacturing defect

• You receive the wrong product, size, or color

• A component is missing

• The parcel arrives visibly damaged

Please provide your order number and clear photographs or videos showing the issue.

If the claim is approved, we may offer an appropriate remedy, including:

• A replacement product

• A replacement component

• A repair, where appropriate

• A partial refund

• A full refund

STILL will cover reasonable return and replacement shipping costs for approved damaged, defective, or incorrect-product claims.

Nothing in this section limits any statutory rights relating to faulty goods.

12. Exchanges and Size Changes

We do not guarantee direct exchanges because product sizes, colors, and stock availability may change.

When possible, our support team may arrange a size or color replacement. If a direct exchange is unavailable, you may be asked to return the eligible product for a refund and place a new order.

Any replacement is subject to availability.

Price differences between the original product and the replacement product may need to be paid or refunded.

Products damaged through misuse, excessive chewing, incorrect washing, or improper handling are not eligible for exchange unless required by law.

13. Order Cancellations

Contact us at support@stillcozy.com as soon as possible if you need to cancel or change an order.

We will attempt to process the request, but cancellation cannot be guaranteed after the order has entered fulfilment or been transferred to the shipping carrier.

If the order has already shipped, you may need to wait for delivery and follow the applicable return procedure.

Cancelling an order or submitting a return request does not automatically stop a parcel that is already in transit.

14. Orders in Transit

A standard refund is not normally issued solely because an order is still in transit.

If tracking has not updated, the delivery is significantly delayed, or the carrier reports the parcel as lost, contact us so that we can investigate the shipment.

Orders confirmed as lost, damaged in transit, or delivered incorrectly will be handled according to our Shipping Policy and applicable consumer law.

15. Shipping Protection

Shipping Protection is an optional service relating to loss, theft, or transit damage.

Shipping Protection is generally non-refundable after the order has shipped or the protection service has begun, except where applicable law requires otherwise.

Claims relating to Shipping Protection must comply with the conditions presented when the protection was purchased.

Purchasing Shipping Protection does not reduce any legal responsibility that STILL or the carrier may otherwise have.

16. Non-Returnable Items

The following items are generally not eligible for return:

• Gift cards

• Items deliberately damaged or modified by the customer

• Products returned outside the applicable return period

• Items not purchased directly through stillcozy.com

• Promotional gifts returned without the qualifying product, unless defective

• Shipping Protection after the service has begun

• Products marked as final sale, where permitted by applicable law

Defective products and non-waivable statutory consumer rights remain covered regardless of this list.

17. Purchases Made Through Other Retailers

This policy applies only to purchases made directly through stillcozy.com.

Products purchased through another retailer, marketplace, distributor, or third-party website must normally be returned through the original seller and are subject to that seller’s return policy.

18. Late or Missing Refunds

If we have confirmed that your refund was issued but you have not received it:

1. Check the original payment account again.

2. Contact your credit card company or payment provider.

3. Contact your bank, as processing times may vary.

4. Confirm that the original payment method is still active.

If the refund is still missing after completing these steps, contact us at:

support@stillcozy.com

Please include your order number and any refund confirmation previously provided.

19. Gifts

Refunds are issued to the original payment method used to place the order.

If the order was purchased by another person and shipped directly to you as a gift, we may be unable to issue a cash refund directly to the recipient.

Where available, we may offer store credit or coordinate the refund with the original purchaser.

20. European Union and EEA Right of Withdrawal

Consumers located in the European Union or European Economic Area may have a statutory right to withdraw from an online purchase within 14 calendar days after receiving the goods, without providing a reason.

To exercise this right, the customer must send a clear statement communicating the decision to withdraw to:

support@stillcozy.com

The statement should include:

• The customer’s name

• The order number

• The products being cancelled

• The delivery address

• The date the products were received

The customer must then return the goods according to the instructions provided by STILL.

Where the right of withdrawal applies to the complete order, we will refund the amount paid for the products and the cost of the least expensive standard delivery method offered at checkout.

We may withhold the refund until we receive the returned goods or the customer provides acceptable evidence that the goods have been returned.

The customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.

Our 60-Night Settle-In Guarantee may provide more favorable return conditions than the statutory right of withdrawal. It does not replace or restrict that right.

21. UK Consumer Cancellation Rights

Customers in the United Kingdom may have the right to cancel an online order within 14 calendar days after receiving it and then return the goods within a further statutory period.

Where applicable, refunds will include the cost of the least expensive standard delivery method offered at checkout.

Deductions may be made where permitted by law if the product has been handled beyond what is reasonably necessary to inspect it.

The 60-Night Settle-In Guarantee is provided in addition to these statutory rights.

22. Legal Guarantee for Faulty Goods

Customers may have additional legal rights when a product is faulty, unsafe, not as described, or not fit for its intended purpose.

Depending on the customer’s country, these rights may include repair, replacement, price reduction, or refund.

The 60-Night Settle-In Guarantee is a voluntary commercial guarantee and does not replace, reduce, or limit any mandatory legal guarantee.

23. Return Abuse and Fraud

Our return policy is intended to allow customers to genuinely evaluate their purchase.

We reserve the right to investigate or reject claims involving:

• Fraudulent information

• Falsified photographs or documents

• Products intentionally damaged to obtain a refund

• Repeated or excessive return activity

• Multiple claims concerning the same product

• Attempts to retain promotional products while refunding the qualifying purchase

• Chargeback abuse

• Returns involving products not originally supplied by STILL

Any decision under this section will be made reasonably and will not restrict non-waivable statutory consumer rights.

24. Policy Changes

We may update this Return & Refund Policy from time to time.

The policy applicable to an order will normally be the version published when the order was placed, unless a later version provides more favorable terms or a legal change requires otherwise.

25. Contact Information

For returns, refunds, exchanges, damaged products, or questions about this policy, contact:

Email: support@stillcozy.com
Website: stillcozy.com

Please do not send returns to our registered business address or any warehouse without receiving written return instructions from our support team.