Returns Policy
This policy is to assure you that, subject to the conditions below, if any product purchased from www.furry.co.in is defective or not suitable for you/your pet, we will happily exchange, repair or replace the product or offer you a store credit for your return.
In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please notify our customer service team via email on hello@furry.co.in. If the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issues for orders placed on cash on delivery that are rejected at the time of delivery.
Please note that once an order has been dispatched, we cannot cancel the order. You can choose to accept the delivery, or alternatively reject the delivery / refuse to accept. Once the order has been returned to us, if the order has been prepaid then a refund will be processed to the original mode of payment. No refunds / store credits will be issues for orders placed on cash on delivery that are rejected at the time of delivery.
We do not provide any refunds for returns / exchanges unless on a case to case basis the Furry team management decides to.
Return Eligibility
The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition.
• Edible and perishable items such as food, treats, supplements.
• Toys
• Any personalised product like personalised bandana, a personalised identification tag, or other such products
• Bedding, crates, pens e.g. mats, beds, blankets, etc.
However, please note the list above is not exhaustive. There may be other individual products which are non-returnable unless damaged. Products pages outline whether that product is returnable or not.
Furry’s discretion for non-returnable items.
In the event that the item is non-returnable, it will be at the discretion of Furry to accept a return or not. In that case, a return fee may apply and this would amount to the delivery fee incurred to organise the return or otherwise deemed appropriate by Furry. This would be communicated to you at the time of processing the return request for your approval before confirming the return or exchange.
In addition to the above, returns or exchanges will not be accepted in the following circumstances:
Any return request that is submitted post 7 days of the order being delivered
The product has been used or altered in any way or form
The product has been damaged through abnormal use i.e. incorrect use by you
The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.
Please note that in case the product for exchange is unavailable, a store credit will be offered.
Receiving a return item
Please note, if we do receive an item without the original packaging or if the product is received damaged, dirty or used, there will be no store credit issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated.
This will be determined at the time the product is received at the Furry warehouse for investigation.
Orders rejected upon delivery
Please note that if you reject an order upon delivery, no refunds would be issued. A store credit will be issued once the returned parcel has reached our warehouse and has been investigated. If there is any damage to the item, or the item is lost in transit for return, you would be responsible for the same. Furry has full discretion on treating this on a case by case basis for any alternative resolution.
Please note in this case, any shipping fees and return shipping fees will be deducted from any store credit that is issued.
Store Credit
How will I receive this?
A store credit is provided by way of a coupon code. The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 1 month.
Please note, when using your coupon code, please ensure that it is used in a single transaction as any leftover amount would not carry forward.
When will I receive this?
After you have placed your return request, your exchange/store credit will only be issued once we have received the product in our warehouse. This can take anywhere from 8-14 days depending on the shipping company.
Amount of store credit
If you have used a coupon code in your initial purchase, then please note this amount will not returned by way of a store credit. The only amount that would be provided as a store credit would be the amount applicable paid by you over and above any coupon applied.
The delivery fees paid by you in the initial purchase are not eligible for any store credit. The store credit is strictly limited to the price of the product.
Whilst your first exchange is free, and subsequent exchanges on the same order will attract a delivery fee of flat Rs 100 and would be offset against your store credit.
Return Process
Please log your return request by getting in touch with us via email : hello@furry.co.in and we will get in touch with you from there on processing your request.
If for some reason we are unable to have the item picked up from your location, it will be your responsibility to ship the item to us at the following address:
Furry Pet Products India
#811, 1st Floor,
7th Main, 1st Cross,
HAL 2nd Stage, Indiranagar,
Bengaluru, Karnataka – 560008.
Once the item has been received at our warehouse, we can process the return/exchange for you. Please note any delivery fees incurred by you in returning the items are at your own cost and non-refundable by Furry