Customer care · Last updated 2 September 2026
Returns & refunds
A clear 30-day process when something is not right.
Return window
You may request a return within 30 calendar days after delivery. Contact support@furlesshouse.com before sending anything back. Returns sent without authorization may not reach the correct return location.
Return condition
Items must be unused, clean and in resalable condition with their original packaging and included parts. For hygiene reasons, grooming products and pet towels that have contacted an animal cannot be returned for change of mind. This restriction does not affect remedies for faulty or misdescribed goods.
Faulty, damaged or incorrect goods
Inspect your delivery promptly. If an item is damaged, defective or incorrect, contact us with the order number and clear photographs. When verified, we will arrange an appropriate replacement or refund and cover reasonable return costs where a return is required.
Change-of-mind return costs
For an approved change-of-mind return, the customer is responsible for tracked return postage. Original delivery fees are not refundable unless required by applicable law. We do not charge a restocking fee.
Refund timing
We will inspect an authorized return and notify you of the outcome. Approved refunds will be issued to the original payment method, normally within 10 business days after approval. Your bank or payment provider may take additional time to post the credit.
Cancellations
Contact us as soon as possible to request cancellation. We cannot guarantee cancellation after warehouse processing begins. If an order has shipped, the normal return process applies. If we cannot fulfil an order, we will cancel it and issue a full refund.