Refund Policy
Refund Policy
Last updated: 21 August 2026
At Furwarm, we want you to be happy with your purchase. This Refund Policy explains how refunds are handled when you return an eligible item, cancel an eligible order or experience a problem with your purchase.
This policy should be read together with our Returns Policy.
1. Returns and Refunds
If you are eligible to return an item, please contact us before sending it back and follow the instructions provided by our customer support team.
For information about return eligibility and timeframes, please see our Returns Policy.
2. 14-Day Cancellation Right
Where the UK statutory cancellation right applies to your online purchase, you generally have 14 days after receiving the goods to tell us that you wish to cancel.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
Certain products or circumstances may be excluded from the statutory cancellation right where permitted by law.
Nothing in this policy limits your statutory rights.
3. Refund Processing
Once we receive your returned item, we may inspect it to confirm its condition and process the refund due.
Where a refund is due, it will normally be issued using the same payment method used for the original purchase, unless otherwise agreed where permitted.
We will process refunds within the time required by applicable consumer law.
After we issue a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
4. Original Standard Delivery Costs
Where you exercise a statutory right to cancel the entire order, we will refund the basic standard delivery charge, where required by law.
If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional cost above the standard delivery charge.
Different rules may apply to partial returns or returns made outside the statutory cancellation right.
5. Return Shipping Costs
Unless the product is faulty, damaged, incorrect, or we agree otherwise, you will normally be responsible for the direct cost of returning the product.
Please use the return instructions provided by Furwarm.
Do not automatically return a product to the address printed on the original parcel, as we work with different fulfilment partners and the correct return address may vary.
6. Faulty, Damaged or Incorrect Items
If you receive a product that is faulty, damaged, not as described or different from what you ordered, please contact us as soon as possible.
Include your order number and, where appropriate, clear photographs of the product and packaging so that we can investigate the issue.
Where you have a legal right to a refund, repair, replacement or another remedy, we will handle the matter in accordance with applicable UK consumer law.
7. Reduced Value of Returned Goods
You may handle an item to the extent reasonably necessary to establish its nature, characteristics and suitability.
If the value of returned goods has been reduced because they were handled beyond what would reasonably be permitted when examining them, we may be entitled to make an appropriate deduction from the refund where permitted by law.
For pet clothing, we therefore ask that items are kept clean and, where possible, free from pet hair, stains and strong odours while you determine whether they are suitable.
8. Refunds for Orders Not Received
If your order has not arrived within the expected timeframe, please contact us before requesting a refund.
We may need to check the tracking information and investigate the delivery with the relevant carrier or fulfilment partner.
If the parcel is confirmed lost or you otherwise have a right to a refund, we will provide the appropriate remedy.
9. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information when placing an order.
If you notice an error in your address, please contact us immediately. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
Your statutory rights are not affected.
10. Contact Us
If you have questions about a refund, please contact us through our Contact Us page.
Please include your order number and the email address used when placing the order so we can locate your purchase.