REFUND & RETURN POLICY

FurFrienz makes every effort to ensure each hand-made item is made to the highest quality before it is dispatched to you.

 

If you have any concerns or issues with your order, we would love to hear from you within 14 days of delivery.

REFUND & RETURNS

If you have any issues with your order, the first step is to get into contact with us in writing at furfrienz@gmail.com

To be eligible for a refund or replacement:

  • The product is not to the standard or quality that you're accustomed to.

  • If you have ordered an incorrect colour from our website, we are happy to accept the product in the same condition you receive it and swap it. Return delivery cost will be for your expense. There will also be a shipping charge on the replacement order. Snuffle Mats/Rope Toys cannot be sold if used. We do not offer returns or refunds if the snuffle mats or rope toy are used.

  • If you ordered an incorrect clothing item size for your pet, we are happy to accept the product in the same condition you received it and swap it. The item must not smell like your dog, have traces of hair, dirty or damages. Return delivery cost will be for your expense. There will also be a shipping charge on the replacement order.

  • You must provide us with a proof of purchase.

Once we receive the product back from you for inspection, we will refund or replace your purchase. 

Ensure you track and trace when returning items. We will not refund or be responsible for any lost items.

EXCHANGES

It's your responsibility to ensure you select the correct product for your furbaby. However, mistakes happen, so if something does not fit or you simply changed your mind we will happily allow you to exchange or return products. Please note, customised items are not able to be exchanged.

If you wish to exchange your goods you may do so within 14 days of receipt. As long as the item is in “as new” condition and all packaging is included. If you receive an exchange, you will be responsible for the cost of return shipping. There will also be a shipping charge on the exchange order. You will be responsible for the package until we receive it, so please make sure your item is able to be traced.

Unfortunately sale items cannot be exchanged and all sales are final.