Return period & eligibility

For a standard return, contact us within 30 calendar days after delivery. Unless the item is faulty or applicable law provides otherwise, it should be unused and unworn, in the condition received, and include its original packaging, labels, accessories, manuals, and parts, along with proof of purchase.

Items damaged after delivery, missing components, or showing use beyond what is needed to inspect them may not qualify for a standard change-of-mind return.

How to request a return

Before mailing anything, email service@furlivopets.com with your name, order number, item, reason for return, and photos if the item is incorrect, damaged, or defective.

We will review the request and provide the applicable return instructions and a label when we are responsible for return shipping. Use only the return destination we confirm for your case.

Important: Our business address is not automatically a return address. Please contact us before sending a parcel.

Incorrect, damaged, or defective items

Please inspect your order on arrival and contact us as soon as practical, preferably within 72 hours, if an item is incorrect, damaged, or defective. This helps us investigate quickly; the suggested timeframe does not remove any statutory rights.

Include clear photos of the item, issue, shipping label, and packaging where available. Keep the item and packaging until we provide instructions. We will offer a suitable remedy, such as a replacement or refund, in line with applicable law.

Products with return restrictions

For standard change-of-mind returns, the following may be ineligible where permitted by law:

• Opened food, treats, supplements, and other consumables
• Used grooming or hygiene products and items contaminated with pet hair, waste, fluids, or odors
• Personalized or made-to-order products
• Perishable goods, live plants or animals, hazardous or restricted goods
• Gift cards and items clearly marked final sale before purchase

Faulty or incorrectly supplied products may still qualify for a legal remedy. Any statutory withdrawal exception applies only when its legal conditions are met.

Return shipping & original fees

If we sent the wrong item or the product is confirmed damaged or defective, we will provide a prepaid label or another suitable solution at no additional cost.

For standard preference, fit, compatibility, accidental purchase, or change-of-mind returns, you may be responsible for return shipping where permitted by law. Original delivery charges are handled under applicable law; in particular, eligible EU withdrawals include reimbursement of standard outbound delivery charges.

Exchanges

Direct exchanges depend on availability. For a different size, model, or product, contact us about returning the original item and, if you wish, place a separate order.

If an item is defective or incorrect, contact us before ordering again so we can arrange the appropriate remedy.

Refund review & processing

For standard returns, we inspect the authorized item and email you the outcome. Approved refunds are issued to the original payment method, generally within 10 business days after approval; your payment provider may take longer to post the credit.

If your refund has not appeared after 15 business days, email us with your order number. Statutory refund deadlines, including those for eligible EU withdrawals, take precedence over these standard estimates.

Late or missing refunds

First check your payment account for a pending credit and ask your card issuer or payment provider about its posting time. If the provider cannot locate an approved refund after the applicable period, contact service@furlivopets.com and we will investigate.

Order cancellations

Please send cancellation requests to service@furlivopets.com as soon as possible, ideally within 12 hours of purchase. We will try to help, but cancellation may be unavailable once fulfillment or shipment has begun.

If your order has already shipped, contact us about the return process after delivery. This section does not limit cancellation rights required by law.

EU withdrawal rights

If EU consumer withdrawal rules apply to your order, you may notify us that you wish to withdraw within 14 days after receiving the goods, without giving a reason. After notifying us, return the goods within the period required by applicable law. You may inspect them as you would in a shop; you may be responsible for diminished value caused by handling beyond that.

We will reimburse eligible payments, including standard outbound delivery, within the applicable legal timeframe. We may wait until the goods arrive or you provide evidence that they were sent back, where permitted. You may bear the direct return shipping cost where this was disclosed and the law allows it. Legal exceptions, such as certain customized, perishable, or properly sealed hygiene goods after unsealing, apply only where their conditions are met.