Refund and Returns Policy

Last updated: 6 September 2026

At FurPals, we want you to be happy with your purchase. If you change your mind, receive the wrong item, or experience a problem with a product, this policy explains how returns and refunds work.

This policy does not affect your statutory rights.

1. Contact Us About a Return

To request a return, please contact:

Email: contact@furpals.co.uk

Please include:

your name;
order number;
the product you wish to return;
the reason for the return; and
photographs where the item is damaged, faulty or incorrect and photographs would reasonably help us investigate.

We will then provide the appropriate return instructions.

Please do not return an item without contacting FurPals first.

Because some FurPals products are dispatched by different fulfilment partners, the correct return address may vary depending on the product.

The address shown on your parcel may not be the correct returns address.

2. Change-of-Mind Returns

For most products purchased online, you have the right to change your mind and cancel your purchase.

For eligible goods, you generally have 14 days from the day after you, or someone nominated by you, receives the goods to tell us that you wish to cancel.

You do not need to provide a reason for changing your mind.

After notifying us that you wish to cancel, you generally have a further 14 days to send the goods back.

If your order contains multiple items delivered separately, the cancellation period may run from receipt of the last relevant item where applicable.

3. Condition of Returned Items

You are entitled to inspect a product as you reasonably would if you were viewing it in a physical shop.

Where possible, products should be returned:

complete;
with any accessories or components supplied with them; and
in suitable packaging to protect them during transit.

Original packaging should be included where reasonably possible, but the absence of original packaging does not automatically remove your statutory cancellation rights.

You are responsible for taking reasonable care of products while they are in your possession.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this reduces its value, we may make an appropriate deduction from the refund where permitted by law.

4. Return Postage for Change-of-Mind Returns

Unless FurPals agrees otherwise, you are responsible for the direct cost of returning an eligible product when you are returning it simply because you have changed your mind.

We will provide the appropriate return address and instructions after you contact us.

We strongly recommend using an appropriate tracked or otherwise evidenced delivery service and retaining proof of postage.

If a product cannot normally be returned by post because of its nature or size, we will provide relevant return information as required.

5. Faulty Products

Products supplied by FurPals must meet the standards required by UK consumer law.

If you believe your product is faulty, please contact us at:

contact@furpals.co.uk

Please provide your order number and a description of the problem.

We may ask for photographs or other reasonable information where this will help us understand the issue.

Under UK consumer law, customers may have a short-term right to reject faulty goods within 30 days, subject to the applicable legal requirements.

After this period, other rights may apply, including rights to a repair or replacement and, in appropriate circumstances, a price reduction or refund.

Your statutory rights are not limited by this policy.

6. Damaged Items

If an item arrives damaged, please contact us as soon as reasonably possible after discovering the damage.

Where possible, please provide:

your order number;
photographs of the damaged item;
photographs of the packaging where relevant; and
a brief description of the damage.

This helps us investigate the issue with the supplier or delivery provider.

Where the product does not conform to the contract, we will provide an appropriate remedy in accordance with your legal rights.

7. Incorrect Items

If we send you a product that is different from the product you ordered, please contact us at:

contact@furpals.co.uk

Please provide your order number and details of the incorrect product.

Where appropriate, FurPals will arrange a suitable remedy and will not require you to bear reasonable return costs resulting from our error.

8. Missing Items

Some FurPals orders may arrive in more than one parcel because products can be dispatched from different fulfilment locations.

If part of your order arrives but another item is missing, please check any tracking information provided.

If you believe an item is genuinely missing, contact us at contact@furpals.co.uk and we will investigate.

9. Items That Cannot Normally Be Returned for Change of Mind

The statutory right to cancel does not apply to certain products where an exemption under applicable law applies.

This can include, depending on the circumstances:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly; and
sealed goods that are not suitable for return for health protection or hygiene reasons where they have become unsealed after delivery.

Where an exemption applies, we will make this clear where required.

These exceptions apply to change-of-mind cancellations and do not remove your legal rights where a product is faulty, damaged, unsafe or not as described.

10. Pet Hygiene Products

Some pet products may fall within a health or hygiene-related exemption where the legal requirements for that exemption are met.

We will not automatically refuse a return merely because an item is a pet product or has been removed from ordinary retail packaging.

Any restriction on cancellation rights will only be applied where permitted by law.

11. Pet Food, Treats and Perishable Products

If FurPals introduces pet food, treats or other products that deteriorate or expire rapidly, statutory change-of-mind cancellation rights may not apply where the relevant legal exemption applies.

This does not affect your rights if a product is faulty, unsafe, damaged or not as described.

12. Exchanges

We do not guarantee direct exchanges.

If you would like a different product, colour or size, please contact us and we will explain the available options.

In some circumstances, the simplest process may be to return the original eligible product for a refund and place a new order.

This does not affect any statutory right to a repair or replacement for faulty goods.

13. Refunds for Change-of-Mind Cancellations

Where you validly cancel an eligible order, we will refund the amounts due in accordance with applicable consumer law.

This will generally include:

the price paid for the returned goods; and
the cost of our least expensive standard delivery option where the law requires the original delivery charge to be refunded.

If you selected a more expensive delivery method than our standard delivery service, we are not required to refund the additional amount attributable to the upgraded service.

If only part of an order is cancelled, the amount of any delivery refund will depend on the circumstances and whether the delivery charge would still have been payable for the products you kept.

14. When Refunds Are Issued

For goods being returned following a change-of-mind cancellation, we may withhold the refund until:

we have received the goods back; or
you provide evidence that you have sent the goods back,

whichever occurs first.

Once the relevant conditions have been met, refunds will be made without undue delay and within the period required by applicable law.

15. How Refunds Are Paid

Refunds will normally be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.

We do not charge customers a fee simply for receiving a refund.

Once FurPals has processed a refund, the time it takes to appear in your account may depend on your bank, card issuer or payment provider.

16. Promotional and Sale Items

Products purchased during a sale or promotion have the same statutory rights as products purchased at their normal price.

Where a refund is due, it will normally be based on the amount actually paid for the product after any applicable discount.

If a promotion depended on a minimum basket value or combination of products, returning part of the order may affect the promotional entitlement where this was made clear and where applying the relevant condition is lawful and fair.

17. Free Gifts and Promotional Products

If a free gift was supplied because an order met specific promotional conditions and the return means those conditions are no longer met, we may ask you to return the free gift where this formed part of the clearly stated promotional terms.

This will be handled reasonably and will not affect your statutory rights.

18. Return Addresses and Third-Party Fulfilment

FurPals uses third-party suppliers and fulfilment partners for some products.

As a result, there is not one universal returns warehouse for every FurPals product.

Please contact FurPals before returning anything.

We will provide the appropriate return instructions and return address for your particular product.

Do not send products directly to a manufacturer, supplier, warehouse or address shown on the original parcel unless FurPals has instructed you to do so.

Returning an item to an unauthorised address may cause delays in locating and processing the return.

Regardless of which fulfilment partner originally dispatched your order, FurPals remains your retailer and your point of contact for the return.

19. Returning Multiple Products

If you are returning multiple products from the same order, please tell us which products you wish to return.

Because products may originate from different fulfilment locations, we may provide different return instructions for different products.

Please follow the instructions provided for each return.

20. Refused and Undeliverable Parcels

If a parcel is returned because delivery could not be completed, please contact us.

Where the delivery failure resulted from an incorrect or incomplete address supplied by the customer, reasonable additional delivery costs may apply if you ask us to send the order again.

Where the delivery failure was caused by FurPals, our fulfilment provider or the delivery carrier, your legal rights will not be reduced.

21. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible:

contact@furpals.co.uk

We will try to stop the order before dispatch.

Because some orders are automatically transmitted to fulfilment partners shortly after being placed, we cannot guarantee that an order can be stopped once processing has begun.

If the order has already been dispatched, you may still have applicable statutory cancellation rights after receiving it.

22. Orders Lost in Transit

If tracking information suggests that your parcel may have been lost, please contact FurPals.

We will investigate with the relevant delivery or fulfilment provider.

You should not normally need to pursue our supplier directly.

Where goods have not been delivered as required, we will deal with the matter in accordance with our obligations and your statutory rights.

23. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from FurPals.

Your order confirmation, order number or other appropriate evidence of purchase may be sufficient.

24. Abuse of the Returns Process

We reserve the right to investigate suspected fraudulent activity relating to returns or refunds.

This may include deliberately false claims that goods were not received, returning a different product from the one purchased, or intentionally damaging a product in order to obtain a refund.

Nothing in this section permits FurPals to refuse or restrict a genuine statutory consumer right.

25. Your Statutory Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or replace rights provided to consumers by applicable UK law.

Among other protections, goods supplied by a retailer must meet applicable legal requirements concerning quality, fitness for purpose and conformity with their description.

Your rights relating to faulty goods are separate from the change-of-mind cancellation rights applying to many online purchases.