Refund policy
Returns
Return eligibility depends on the items in your order.
Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce/cancel your refund if the item has been used, damaged, or handled more than necessary.
Contact us to ask about return options and how to start a return.
How to start a return
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item.
Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs.
Damages and issues
Please inspect your order when you receive it and contact us immediately, and within 7 days, if an item is defective or damaged, or if you received the wrong item. Contact us with your order number and clear photos and videos showing the issue of the item. We will review the claim and offer an appropriate resolution, which may include a refund or replacement. Customers will not be required to pay return shipping for verified defective or incorrect items where a return is required. If your order lost or has not arrived within the applicable delivery timeframe, please contact us and we will investigate and arrange an appropriate resolution.
Exceptions and non-returnable items
Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
Contact us to ask about exchange options before returning your item. For Change-of-mind returns, customers are responsible for return shipping costs. Items must be unused and in their original packaging with tags.
For Exchanges, Customers may request an exchange within 7 days of delivery. Customers are responsible foe return shipping and any price difference between the original and replacement products. Any additional shipping charges will be communicated before the exchange is communicated.
Refunds
We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.
If you do not see your refund within a reasonable period of time since your refund was approved, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at furboo@furboopetstore.com.