Refund policy

We have a 30-day return policy. You have 30 days from the day you receive your order to request a return.

How to start a return

Email info@furrycalm.com with your order number and the reason for the return. If your return is accepted we will send you a return shipping label together with instructions on where to send your parcel. Items sent back to us without requesting a return first cannot be accepted.

Return shipping is free. We pay for the return label, and there is no restocking fee or handling charge. This applies to discounted items as well as full-price ones.

Condition of returned items

Items must be in the same condition you received them - unused, with any tags attached, and in their original packaging. Please include your receipt or proof of purchase.

Damaged, defective or incorrect items

Please check your order when it arrives. If anything is damaged, defective, or not what you ordered, email info@furrycalm.com as soon as you can, ideally with a photo, and we will put it right at no cost to you.

Items we cannot accept

Perishable goods, custom or personalised items, personal care goods, hazardous materials, flammable liquids and gases cannot be returned. Gift cards are non-returnable. If you are unsure whether a particular item can be returned, ask us before sending it back.

Exchanges

The quickest way to get the item you want is to return the one you have and place a separate order once the return has been accepted.

European Union: 14-day cooling-off period

If your order is shipped into the European Union you have the right to cancel or return it within 14 days of receiving it, for any reason and without giving a justification. The condition requirements above still apply. This right is in addition to, and does not replace, the 30-day return window above.

Refunds

We will let you know once we have received and inspected your return, and whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved and it has not reached you, email info@furrycalm.com.