Refund Policy
Last updated: October 6, 2026
30-Day Satisfaction Guarantee
We want you and your pet to love your purchase. If you are not satisfied, contact us within 30 days of delivery and we will make it right with a refund of the purchase price. To start, email furrlypets.store@gmail.com with your order number and, if the item is damaged, defective or incorrect, a few photos.
How it works
- Email us within 30 days of delivery with your order number.
- We review your request within 2 business days and tell you what to do next. Depending on the case, we may ask you to send the item back (we will give you the instructions) or, at our discretion, refund or replace it without a return.
- Once approved, we issue your refund.
Please do not send anything back before contacting us. Our fulfillment partners are located overseas, so the return address is provided only after your request is approved, and returns sent without approval may not be processed.
Eligibility
- The request is made within 30 days of delivery.
- The item is in reasonable condition: trying it on your pet is fine, but items that have been washed, chewed or damaged through use are not eligible unless they arrived defective.
- Items bought on sale or with a promotional discount are eligible too.
Damaged, defective or incorrect items
If your item arrives damaged, defective or is not what you ordered, contact us within 30 days of delivery with photos. You can choose a replacement or a full refund, and you will not pay for return shipping.
Return shipping
If we ask you to return an item because it was damaged, defective or incorrect, we cover the return shipping cost. For other returns (for example, you changed your mind), return shipping is your responsibility unless we tell you otherwise.
Size or color exchanges
If the size does not fit, contact us within 30 days of delivery and we will arrange an exchange for a different size or color, subject to availability, or a refund if you prefer.
Refunds
After your request is approved, we refund the amount you paid for the returned item(s) to your original payment method within 5-10 business days. Your bank or card company may need a few extra days to post it. Original shipping charges are refunded only when the problem was our error (damaged, defective or incorrect item) or when an order is cancelled before dispatch. If you return only part of a multi-item order or bundle, we refund the amount you actually paid for those items after discounts.
Order cancellations
You can cancel an order before it is dispatched by emailing us as soon as possible (ideally within 24 hours of ordering). Once an order has been dispatched it cannot be cancelled, but you can still request a refund after delivery under this policy.
Orders that do not arrive
If your order has not arrived, see our Shipping Policy. If it does not arrive, we will send a replacement or refund your order.
Before opening a payment dispute
Please contact us first. We usually solve every case within 2 business days.
Contact us
Email: furrlypets.store@gmail.com