Returns & Refunds

Returns & Refunds

We want you and your pet to feel confident when shopping with Furlix.

If you're not completely satisfied with your purchase, we're here to help. Our return policy is designed to make the process simple, fair, and hassle-free.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, items must:

  • Be unused and in their original condition
  • Include original packaging whenever possible
  • Be free from damage caused by misuse or normal wear
  • Be accompanied by proof of purchase or your order number

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

  • Products showing signs of use
  • Personalized or custom-made items
  • Final sale or clearance items
  • Gift cards
  • Any item marked as non-returnable on the product page

If a product arrives damaged or defective, please contact us immediately so we can help resolve the issue.

How to Start a Return

To request a return, please contact our Customer Care team with:

  • Your order number
  • The item(s) you'd like to return
  • The reason for your return
  • Photos, if the item is damaged or incorrect

Once your request is reviewed, we'll provide return instructions and the appropriate return address.

Please do not send items back without prior authorization.

Return Shipping

Unless the item is defective, damaged, or shipped incorrectly, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as Furlix cannot guarantee receipt of returned packages without tracking.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If your return is approved:

  • Your refund will be issued to the original payment method.
  • Refunds are typically processed within 5–10 business days after approval.
  • Processing times may vary depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is the result of our error.

Exchanges

At this time, we do not offer direct exchanges.

If you'd like a different product or size, we recommend returning the eligible item for a refund and placing a new order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We'll work with you to provide an appropriate replacement, refund, or other suitable solution.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can only be canceled before they have been processed or shipped.

Once an order has been dispatched, it can no longer be canceled and must follow our standard return process.

Need Help?

If you have any questions about returns or refunds, our Customer Care team is happy to assist.

Please contact us at support@furlix.net, and we'll respond as quickly as possible.

Our Promise

At Furlix, every decision we make is guided by one goal: helping pets live more comfortably while providing a shopping experience you can trust.

We're committed to treating every return request with fairness, transparency, and care.