KOPEKS Customer Care
Returns & Refunds
We want you and your dog to love your KOPEKS orthopedic bed. If something isn't right, here is exactly how returns, refunds and exchanges work, so you know what to expect before you start.
Last Updated: October 29, 2026
Step by step
How to Start a Return
Returns are handled by our customer care team by email. Follow these steps and we'll keep you updated along the way.
Email Us
Within 30 days, email our customer care team at customerservice@
Get Instructions
We reply within 1–2 business days with your return instructions and where to send the item.
Ship It Back
Pack the item securely and ship it at your own cost. The original retail packaging is not required. For items over $75, consider a trackable service or shipping insurance.
Inspection
Once your return arrives, we inspect it and email you to let you know whether your refund is approved or rejected.
Refund Issued
Approved refunds go back to your original payment method, minus the cost of return shipping.
The details
Our Return & Refund Policy
Please read these terms before sending anything back. Returns that don't meet them may receive a partial refund or no refund.
Damaged on arrival or wrong item? Please email customerservice@onixventuregroup.com as soon as possible with your order number, a short description of the issue and photos of the product and packaging, so our team can review it and tell you the next steps.
Return Eligibility
You have 30 days from delivery to request a return. Because our beds ship compressed, they can’t go back into their original retail packaging once opened, so the original packaging is not required for a return.
After 30 days have passed, we can't offer a refund or an exchange.
Refunds
Once your return is received and inspected, we'll email you to confirm we received it and let you know whether your refund is approved or rejected.
If approved, the refund is issued to your original payment method. Your bank or card provider may need additional time to post the credit to your account.
Partial Refunds
Only partial refunds may be granted, where applicable, for:
- Items that are damaged or missing parts for reasons not due to our error
- Items returned more than 30 days after delivery
Sale Items
Only regular-priced items can be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, email us at customerservice@onixventuregroup.com and we'll explain the next steps.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return.
If it wasn't marked as a gift, or the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the gift giver.
Return Shipping
You are responsible for paying your own shipping costs to return an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Items Over $75
If you're returning an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
Covered by warranty. KOPEKS beds include a 1-year manufacturer warranty from the original date of purchase for the original purchaser. If a warranty issue comes up after the 30-day return window, contact us and we'll review it for repair, replacement or store credit.
Need More Help?
Our KOPEKS customer care team is happy to answer questions about returns, refunds or your order. We reply by email within 1–2 business days.
See also: Shipping & Delivery · FAQ · Track Your Order