Returns & refunds

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason, no questions asked:

• Your 14 days start the day you (or someone you nominate) receive your order. If your order arrives in separate deliveries, it starts when the last item arrives.
• You can also cancel any time before your order arrives.
• Once you've told us you're cancelling, you then have a further 14 days to post the items back to us.

To cancel, just email hello@furrygoods.co.uk with your name, order number and a clear statement that you want to cancel (the form at the bottom of this page works too, but any clear statement is fine).

• We refund within 14 days of receiving the items back, or of you sending us proof of postage, whichever is earlier.
• Your refund includes what you paid for the items plus standard delivery (if you chose a faster, more expensive delivery option, we refund the cost of standard delivery).
• Refunds go back to your original payment method, with no fees.

For change-of-mind returns, you cover the cost of posting the items back to us. We recommend a tracked service and keeping your proof of postage. If an item is faulty, damaged or not what you ordered, return postage is on us (see below).

You're welcome to open the box and check your items the way you would in a shop. If items come back with more wear than that (used, assembled, parts missing), we may reduce your refund to reflect the loss in value, as the law allows. We never refuse a valid cancellation outright.

For hygiene and safety, items that arrive sealed (for example teethers or bath toys in sealed packaging) can't be returned once the seal is broken, unless they're faulty. Where this applies, it's noted on the product page.

The Consumer Rights Act 2015 applies on top of everything above:

• Within 30 days of delivery: if an item is faulty, damaged or not as described, you're entitled to a full refund, including delivery, and we pay for the return.
• After 30 days: we'll send you a replacement; if we can't, you get a refund. In the first 6 months after delivery, any fault is treated as having been there from the start unless we can show otherwise.
• Email hello@furrygoods.co.uk with your order number and a photo and we'll sort it quickly, usually the same day.

You can use this wording if you like (email or post):

To FurryGoods, Docklands Business Centre, 10-16 Tiller Road, London E14 8PX (hello@furrygoods.co.uk):
I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] and received on [date].
Name, address, date.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Questions? Email hello@furrygoods.co.uk, we're happy to help.