Return Policy
Last updated: May 2026
Furrenz Pet Sitters is committed to providing a safe and reliable shopping experience. This return policy applies to online shop orders placed through this website and is based on common Shopify store terms, adapted to our operational needs.
1. Scope
This policy applies to online shop orders completed through the official Furrenz Pet Sitters website. Pet sitting services, customised services, or other non-physical products, if any, are not covered by this return policy.
2. Return Request Window
If you need to return an item after receiving it, please contact us within 7 days from the delivery date. Late requests will not be accepted unless the item was damaged in transit or sent incorrectly.
3. Return Conditions
All return requests must meet the following conditions:
- The item is unused, unwashed, undamaged, and remains in resaleable condition.
- The original packaging, tags, accessories, and gifts, where applicable, are complete.
- A valid order number and proof of purchase must be provided.
- For quality issues, clear photos or videos must be provided for verification.
4. Non-Returnable Situations
For hygiene, safety, or product nature reasons, returns and exchanges are generally not accepted in the following situations:
- Opened or used pet food, supplements, cleaning products, or care products.
- Sale, clearance, limited-time discount, or items marked as non-returnable.
- Customised, pre-order, or specially sourced products.
- Damage, wear, or poor storage caused by human factors.
5. Incorrect, Missing, or Damaged Items
If you receive an incorrect item, a missing item, or an item damaged during transit, please notify us within 48 hours of receiving the order. Once confirmed, we will arrange reshipment, replacement, or refund, and we will cover reasonable related shipping costs.
6. Refund Method and Processing Time
- Refunds will be returned to the original payment method. Cash refunds are not available.
- After we receive and verify the returned item, refunds will be processed within 7–14 business days.
- Actual arrival time depends on the bank, credit card company, or payment platform processing time.
7. Return Shipping
Except for defective, incorrect, or missing items, return shipping for personal reasons such as unsuitability or change of mind is borne by the customer. Original order shipping fees, if any, are generally non-refundable.
8. Contact Us
For return requests or policy enquiries, please contact us:
Email: info@furrenzpetcare.com
Website: https://furrenzpetcare.com/