Refund policy

At Furlow, we want you and your pet genuinely happy with every purchase. If something is not right, we are here to put it right.

Returns

You have 30 days from the date of delivery to return an item for a refund. To be eligible, items must be unused, unworn, and in their original packaging, with proof of purchase.

To start a return, get in touch through our contact page and we will send you instructions and a returns address. Please get in touch before sending anything back, as items returned without contacting us first cannot be accepted.

Return postage is paid by you unless the item is faulty, damaged, or not what you ordered.

Your right to cancel

Because we sell online, you also have a statutory right under UK consumer law to cancel most orders within 14 days of receiving them, for any reason and without giving a justification. The item must be unused and in its original packaging, with proof of purchase.

Damages and issues

Please check your order as soon as it arrives and let us know straight away if anything is faulty, damaged, or not what you ordered, so we can put things right quickly.

Exceptions

Gift cards cannot be returned. Beds and bedding can only be returned if unused, for hygiene reasons.

Exchanges

The quickest way to get the right item is to return what you have, and place a new order separately once your return has been accepted.

Refunds

Once we have received and inspected your return, we will let you know whether it has been approved. If approved, you will be refunded to your original payment method within 5 working days. Please allow extra time for your bank or card provider to process and post the refund.

Questions? Get in touch through our contact page and we will be happy to help.