Refund policy

Return & Refund Policy

At Furzela, your satisfaction matters to us. If something isn't right with your order, we're here to make it right. Please read our policy below.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or isn't what you ordered, we'll replace it or refund you in full — your choice. Just email us at support@furzela.com within 14 days of delivery with your order number and a photo of the issue. In most cases we'll send a replacement or issue a refund without needing you to return the item.

Order changes & cancellations

Need to change or cancel your order? Contact us at support@furzela.com as soon as possible. We process orders quickly, so if your order hasn't shipped yet, we'll happily update or cancel it. Once an order has shipped, it can no longer be changed or cancelled.

Change of mind

Because we work hard to keep our prices low, we're unable to offer free returns for change-of-mind purchases. If you'd still like to return an unused item in its original packaging, please contact us first — return shipping costs would be the customer's responsibility, and refunds are issued once the item is received.

Items not received

If your tracking shows delivered but you haven't received your order, or if your order hasn't arrived within the estimated delivery window, contact us at support@furzela.com and we'll investigate and make it right.

Refunds

Approved refunds are processed back to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

Need help?

We're a small team that genuinely cares about pets and their people. If you have any questions about your order or this policy, email us anytime at support@furzela.com — we usually reply within 24 hours.