Refund policy
FURRVENIENCE REFUND & RETURN POLICY
Last updated: 23 June 2026
This Refund & Return Policy explains when refunds, replacements, returns and cancellations may be available for purchases made from FurrVenience.
Nothing in this Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or other applicable consumer laws.
1. Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product you buy from us is faulty, unsafe, significantly different from its description, not fit for its disclosed purpose, missing, damaged in transit, or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy.
Depending on the issue and what the law requires, the remedy may include a repair, replacement, refund, cancellation, compensation, or reimbursement of reasonable return postage.
FurrVenience is your point of contact for these issues. You do not need to contact our suppliers, manufacturers, fulfilment partners or carriers directly before contacting us.
2. 30-Day Easy Returns
We offer 30-Day Easy Returns for eligible items. You must contact us within 30 days of delivery before returning any product.
A 30-Day Easy Return may be accepted only if the item is:
- unused, unopened and unwashed;
- clean and in resaleable condition;
- unaltered and not damaged by you;
- returned with its original packaging, tags, accessories, manuals and inserts; and
- approved by FurrVenience in writing before it is sent back.
If an item does not meet these conditions, we may refuse the change-of-mind return unless you are entitled to a remedy under the Australian Consumer Law or another applicable law.
3. Change-of-mind returns
We may accept change-of-mind returns within 30 days of delivery if the item meets all conditions in section 2 above.
For approved change-of-mind returns:
- you are responsible for the return postage cost;
- original paid express shipping fees are not refundable unless required by law;
- the item must be received and inspected before the refund is approved; and
- we may refuse a refund if the item is opened, used, damaged, incomplete or not resaleable.
4. Faulty, damaged, unsafe or not-as-described items
If your item arrives faulty, damaged, unsafe, incomplete, or not as described, contact us as soon as possible at contact@furrvenience.com.
Please include:
- your order number;
- the email address used at checkout;
- a clear description of the issue;
- photos or videos showing the issue, where possible; and
- photos of the packaging if the issue appears to have happened during shipping.
We will assess the issue and provide the remedy required under the Australian Consumer Law or other applicable law. This may include a repair, replacement, refund, cancellation, compensation, or reimbursement of reasonable return postage where required.
5. Return approval and return address
You must contact us and receive written approval before sending any item back.
Do not send products back to the address shown on the parcel, to China, to a supplier address, to a manufacturer address, or to a fulfilment partner unless we have instructed you to do so in writing.
Returns sent without approval may be difficult or impossible to identify and may not be processed.
6. Order cancellations
If you need to cancel an order, email us at contact@furrvenience.com as soon as possible.
Orders are usually submitted to fulfilment within approximately 24 hours after checkout. We can only guarantee cancellation if your order has not yet entered fulfilment. Once an order has entered fulfilment or shipped, it may need to be handled under this Refund & Return Policy instead.
7. Refund timing
If a refund is approved, it will be issued to your original payment method.
We usually process approved refunds within 5-10 business days. Your bank, card provider, PayPal, Shop Pay or other payment provider may take additional time to make the funds available in your account.
8. Missing, lost or delayed deliveries
If your order is missing, lost in transit, marked as delivered but not received, or delayed beyond the estimated delivery timeframe, contact us at contact@furrvenience.com so we can investigate.
We may ask for delivery details, carrier updates, address confirmation or other information so we can assess the issue. We will provide any remedy required under the Australian Consumer Law or other applicable law.
9. Exchanges
We do not guarantee exchanges for change-of-mind returns. If you want a different product, size, colour or variant, contact us first and we will let you know what options are available.
If a replacement is required as a remedy for a faulty, damaged, unsafe or not-as-described item, we will handle that in accordance with your rights under the Australian Consumer Law or other applicable law.
10. Contact us
For refunds, returns, cancellations or order issues, contact us at contact@furrvenience.com. Please include your order number, full name and the email address used at checkout.
