Refund policy

FURRVENIENCE REFUND & RETURN POLICY
Last updated: 24/11/2025

This Refund & Return Policy (“Policy”) forms part of the Terms of Service governing your use of the FurrVenience website and services (“Services”). By placing an order with us, you acknowledge that you have read, understood, and agree to this Policy.

1. GENERAL REFUND ELIGIBILITY
Refunds are only offered under the conditions below:

1.1 Refund Window
You may request a refund within 7 days of receiving your item. Refund requests submitted after 7 days are not eligible under any circumstance.

1.2 Conditions for Refund Approval
A refund will be considered only if:

  • The item arrives faulty, damaged, or not as described, AND

  • The defect is determined to be a result of manufacturing or shipping, not customer misuse.

1.3 Non-Refundable Situations
Refunds will NOT be issued if:

  • The product was damaged by misuse, improper handling, or normal wear and tear;

  • The customer used the item, then attempted to return it;

  • The customer simply changed their mind;

  • The product shows signs of tampering, unauthorised modification, or damage not present at delivery.

FurrVenience reserves the right to deny refund requests when submitted evidence does not sufficiently demonstrate that the item arrived defective.

2. RETURN ELIGIBILITY
Returns are accepted only if:

  • The product has a physical defect attributable to shipping or manufacturer error;

  • The defect is reported with photo/video evidence within 7 days of receipt;

  • The return request is approved by FurrVenience support.

Returns will NOT be accepted for:

  • Used or worn items;

  • Products damaged after delivery;

  • Damage caused by pets, water exposure (unless the product is advertised as waterproof), or improper care;

  • Customer remorse.

3. RETURN PROCESS

3.1 Filing a Return Request
To begin a return, email furrvenience@gmail.com with:

  • Your full name;

  • Order number;

  • Clear photos or video of the defect;

  • A description of the issue;

  • Proof of purchase.

We may request additional evidence if required.

3.2 Inspection Period
Once your return is lodged and the item is sent back (if required), please allow 14 days for us to:

  • Inspect the returned product;

  • Verify eligibility;

  • Communicate our decision.

We will notify you by email regarding approval or denial.

3.3 Approved Returns
If approved:

  • Refunds will be issued to your original payment method;

  • Refund timing depends on your bank or payment provider;

  • Refunds apply to product cost only, excluding shipping costs unless legally required.

3.4 Denied Returns
If denied:

  • We will notify you with an explanation;

  • The item may be returned to you at your expense.

4. REPLACEMENTS
If replacements are available:

  • A replacement will be shipped after the defective item is verified;

  • Availability may vary;

  • If no replacement is available, a refund may be issued instead.

5. LOST, STOLEN, OR INCORRECT ADDRESSES
FurrVenience is not responsible for:

  • Parcels lost due to incorrectly entered addresses;

  • Packages stolen after delivery confirmation;

  • Delays caused by couriers, customs, weather, or force majeure;

  • Items returned due to incomplete, invalid, or undeliverable addresses.

Customers must ensure their shipping details are correct before checkout.

6. SHIPPING COSTS FOR RETURNS
Unless required by Australian Consumer Law or the defect is verified as our responsibility:

  • The customer is responsible for return shipping costs;

  • Original shipping fees are non-refundable.

If we determine the defect was our responsibility, we may provide a prepaid return label at our discretion.

7. CONSUMER LAW RIGHTS (AUSTRALIA)
Nothing in this Policy limits your rights under the Australian Consumer Law (ACL). You may be entitled to a repair, replacement, or refund if a product is defective. This Policy applies in addition to your statutory rights.

8. POLICY CHANGES
We may update this Policy from time to time. Changes will be posted on this page with an updated revision date. Continued use of the Services constitutes acceptance of any updates.

9. CONTACT US
For questions about this Policy or to initiate a return or refund request, contact:
📧 furrvenience@gmail.com