Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@furryfamilyessentials.co.uk. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@furryfamilyessentials.co.uk. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returns

In the event that you are unhappy or not satisfied with your order, you are welcome to return it to us. Please send us an email to info@furryfamilyessentials.co.uk with your order number and reason for the return. A member of our team will get back to you within 48 hours to process your return.

If you would like to exchange your items for something else on our website, we will invite you to do so. However, if you would simply like a refund then this will be processed via Shopify and payment returned back to your original method. 

Damages

If your order arrives damaged, please contact us immediately and if possible, take pictures to support your query to us so we can resolve this as quickly as possible.

Please save all packaging materials and damaged goods. We will advise on what to do with them.