To be eligible for an exchange, your order must be returned unused, unassembled and in the same condition that you received it. Frames, hardware & corners must be unopened and in the original packaging that the order was delivered in. Please use the bed fabric to confirm the bed size against your animal, do not open or assemble your bed frame, hardware and corners. Exchange requests must be received within 7 days of delivery.
Therian has the right to deny return of the solid 40oz vinyl fabric if the fabric has been damaged due to incorrect storage by the customer. Damage caused by incorrect storage includes being left in a position where it has not be laid flat, or the fabric being left inside its box longer then 7 days. We advise the customer to inspect order upon delivery.
Your order must be repacked exactly as delivered (fabrics MUST NOT be folded, bent or forced tightly into the box), incorrect packaging of the fabric will cause damage upon transit resulting in additional payment. Your exchange item will not be dispatched until payment is made for the damage to the returned items.
To process your exchange, we require proof of purchase (invoice or order confirmation) emailed to email@example.com along with your reason and request for exchange.
There are certain situations where only partial refunds/additional payments are granted at sole discretion of Therian:
(a) Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
(b) If a bed has been assembled or assemble wear is visible upon return to the Therian office.
(c) Any item that is returned more than 7 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your exchange. If you are exchanging for a lesser valued item, the difference will be refunded back to the original payment method you purchased the Kuranda products from (Stripe, Direct Deposit, Afterpay or PayPal). If you are exchanging for a higher valued item, the difference must be paid before dispatch of your exchanged item. Refunds will be made within 30 days from the product being returned to the Therian office.
Therian can arrange shipping however you will be responsible for paying the shipping costs. Payment must be processed prior to collection of the item you wish to return and prior to dispatch of your exchanged item. If using your own shipping provider you should consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, or you will receive your exchanged item.
All shipping costs are non-refundable.
Orders that have been sent directly back to the USA manufacturer are ineligible for a refund or exchange.