Refund policy
RETURN & REFUND POLICY — FUR PERFECT (Last updated: July 2026)
1. Your Legal Rights Your statutory rights are protected under the Consumer Rights Act 2022 and EU consumer protection law. Customers in the United Kingdom are also protected under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Customers in the United States are protected under applicable federal and state consumer protection laws. Nothing in this policy affects your statutory rights.
2. Order Changes & Cancellations Order changes or cancellations must be requested within 12 hours of placement. Please contact us immediately at info@furperfectpets.com with your order number. We cannot guarantee changes or cancellations after this window as orders may already be in processing.
3. Right of Withdrawal Under the EU Consumer Rights Directive 2011/83/EU, EU customers have the right to withdraw from a purchase within 14 days of receipt without giving any reason. For customers in the United Kingdom, the same right applies under the Consumer Contracts Regulations 2013. For customers in the United States, we offer a 30-day return window from the date of receipt as standard. At Fur Perfect, we extend this to 30 days from receipt as a goodwill gesture for all customers. Items must be unused, unopened, and in their original packaging. A full refund of the product price plus standard outbound delivery will be issued within 14 days of receiving the returned item. Return shipping costs are the customer's responsibility.
4. Faulty or Damaged Items If your item arrives faulty or damaged, please contact us within 7 days of receipt at info@furperfectpets.com with your order number and clear photo or video evidence of the issue. We will offer a full refund or replacement at our discretion. Additional evidence may be requested in some cases.
5. Non-Refundable Situations We are unable to process refunds in the following circumstances:
- Items that have been used or opened
- Damage caused by misuse or improper handling
- Requests made outside the 30-day return window
- Returns sent without prior written approval
6. Returns Process To initiate a return, please email info@furperfectpets.com with your order number and reason for return, including any relevant photo or video evidence. You will receive written approval within 24–48 hours. Items must be returned unused, unopened, and in their original packaging. Unauthorised returns will not be accepted.
7. Return Shipping Return shipping costs are the customer's responsibility. We do not provide prepaid return labels except in cases of confirmed faulty or incorrectly sent items. Please return items to: Fur Perfect, 146 Beechpark, Lucan, Co. Dublin, K78 VW81, Ireland.
8. Delivery Issues & Address Accuracy Customers are responsible for providing accurate delivery details at checkout. Fur Perfect is not liable for orders lost or delayed due to incorrect addresses provided by the customer. If you notice an error in your delivery details, please contact us immediately at info@furperfectpets.com.
9. Refund Amounts Partial refunds may apply in certain circumstances. Deductions may include original shipping and handling costs and return shipping costs where applicable. You will be notified of any deductions before a refund is processed.
10. Refund Processing Once your return is received and inspected, you will receive a confirmation email. Refunds are processed within 5–10 business days to your original payment method. Processing times may vary depending on your bank or payment provider.
11. Late or Missing Refunds If you have not received your refund within the expected timeframe, please first check your bank account and contact your payment provider, as processing times can vary. If you have done this and still have not received your refund, please contact us at info@furperfectpets.com.
12. Policy Abuse & Chargebacks Fur Perfect reserves the right to refuse refunds in cases of suspected fraud, policy misuse, or repeated return requests. In the event of an unjustified chargeback, we reserve the right to dispute the claim with supporting evidence.
13. External Delays Fur Perfect is not responsible for delays caused by couriers, customs authorities, or events beyond our reasonable control (force majeure). UK customers should be aware that post-Brexit customs processing may occasionally cause delays beyond the estimated delivery window. US customers should be aware that international shipments from Ireland may occasionally be subject to customs inspection, which can cause delays beyond the estimated delivery window. We will always do our best to assist in tracking and resolving any delivery issues.
14. Contact Us For all returns and refund queries: Email: info@furperfectpets.com. We aim to respond within 24 hours.