Refund policy

Last Updated: 04 March 2026 Furrynote LTD | furrynote.com

At Furrynote, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to make it right. Please read our policy carefully before placing an order.

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2014, you have the legal right to cancel your order within 14 days of receiving your item(s), without giving any reason.

To exercise your right to cancel, you must notify us within 14 days of delivery by contacting us at:

Once you have notified us, you then have a further 14 days to return the item(s) to us.

2. Return Eligibility

We accept returns under the following conditions:

  • The return request is made within 30 days of the delivery date
  • The item is unused, unwashed, and in its original condition
  • The item is in its original packaging with all tags and labels attached
  • You have proof of purchase (order confirmation email or order number)

We are unable to accept returns for:

  • Items that have been used, washed, or damaged after delivery
  • Perishable goods (such as pet food or treats)
  • Personalized or custom-made items
  • Hygiene-sensitive products (such as grooming tools or pet bedding) that have been opened or used
  • Items returned after 30 days of delivery

3. How to Start a Return

To initiate a return, please follow these steps:

  1. Email us at info@furrynote.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. Our customer support team will respond within 2 business days with return instructions.
  3. Pack the item(s) securely and ship them back to the address provided in our return instructions.

Please do not send items back without contacting us first. Unauthorized returns may not be processed.

4. Return Shipping Costs

  • If the item is faulty, damaged, or incorrect, we will cover the return shipping cost in full.
  • If you are returning an item for personal reasons (e.g. changed your mind), the return shipping cost is your responsibility.
  • We recommend using a tracked shipping service for your return. Furrynote is not responsible for items lost in transit during a return.

5. Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome within 5 business days.

  • If your return is approved, your refund will be processed to your original payment method within 10 business days.
  • If your return is rejected (e.g. item shows signs of use or damage), we will contact you and arrange to send the item back to you.

Please note: Original shipping costs are non-refundable unless the return is due to our error (faulty, damaged, or wrong item sent).

6. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@furrynote.com. Include:

  • Your order number
  • A clear photo of the damaged or defective item
  • A photo of the packaging (if damaged in transit)

We will offer you a full refund, replacement, or store credit — whichever you prefer — at no additional cost to you.

7. Lost or Delayed Orders

We ship all orders from our fulfilment partner (CJdropshipping). If your order has not arrived within the estimated delivery window, please contact us at info@furrynote.com and we will investigate with the courier.

If your order is confirmed lost in transit, we will offer a full refund or free reshipment.

8. Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order on furrynote.com.

9. Non-Returnable Sale Items

Items purchased during a sale or promotional event are subject to the same return conditions above, unless otherwise stated at the time of purchase.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2014. If a product is faulty or not as described, you are entitled to a repair, replacement, or refund regardless of this policy.

11. Contact Us

If you have any questions about our Return & Refund Policy, please do not hesitate to get in touch:

Furrynote LTD 71-75 Shelton Street, Covent Garden London, WC2H 9JQ United Kingdom

📧 Email: info@furrynote.com 📞 Phone: +44 7735 379834 🌐 Website: www.furrynote.com

We aim to respond to all enquiries within 2 business days (Monday–Friday).

Furrynote LTD is a private limited company registered in England and Wales. Company Registration Number: 16541263. Incorporated on 25th June 2025 under the Companies Act 2006.