Refund and Return Policy

Effective Date: 21 April 2025

Every Pelota bed is made to order and handcrafted specifically for your family. Because we plan our production schedule, purchase materials, and cut each bed to size based on individual orders, our returns and cancellations policy is designed around this process.

Cancellations

You can cancel your order and receive a full refund, less a $10 payment processing fee, within 7 days of placing your order.

After this 7-day period, we begin planning your bed into our upcoming 4–6 week production schedule, ordering materials and preparing timber specifically for your bed. Once this process has started, we are unable to offer refunds, returns or exchanges for change of mind.

If you are unsure about your bed size, configuration, entrance position or any other customisation, please get in touch before placing your order. I’m always happy to help you choose the right option for your family.

Interstate Delivery

We take great care when preparing and packaging interstate orders for transport. However, once a bed is in transit, unexpected damage or accidents can sometimes occur.

If your bed arrives damaged or has been affected during transportation, please contact us as soon as possible with photos of the bed and packaging. Each situation will be reviewed individually, and depending on the circumstances, we may offer a repair, replacement, exchange or shop credit.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If your product has a fault or does not meet your consumer guarantees, you may be entitled to a remedy under Australian law.