Refund & Returns Policy
🔄 Refund & Returns Policy
Last Updated: July 2026
At Furbase, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.
❤️ 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee from the date your order is delivered.
If you're not satisfied with your purchase, simply contact us within 30 days and we'll work with you to resolve the issue.
📦 Return Eligibility
To qualify for a return, your item should:
- Be returned within 30 days of delivery
- Be in good condition
- Include all original parts and accessories where applicable
For hygiene reasons, products that have been heavily used, damaged through misuse, or intentionally altered may not be eligible for a refund.
🚫 Non-Returnable Items
We cannot accept returns for:
- Gift cards
- Clearance or final sale items (where stated)
- Items damaged through misuse or improper care
- Products returned without prior contact
💰 Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome.
If approved, your refund will be processed back to your original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund.
🔁 Exchanges
If your item arrives damaged, defective, or incorrect, we'll happily replace it at no additional cost.
Please contact us within 7 days of delivery and include:
- Your order number
- Photos of the item
- Photos of the packaging
📭 Return Shipping
If the return is due to:
Our error
(Incorrect, damaged, or defective item)
✅ We'll cover the return shipping costs or arrange a replacement.
Change of mind
The customer is responsible for return shipping costs unless required otherwise by local consumer laws.
📦 Lost or Missing Parcels
If your tracking shows unusual delays or your parcel appears lost, please contact us.
We'll work with the shipping carrier to locate your package and provide the best possible solution.
❌ Order Cancellations
Orders may be cancelled before they have been shipped.
Once an order has been dispatched, it cannot be cancelled and must follow our normal return process.
📧 How to Request a Return
Email us at:
Please include:
- Your full name
- Order number
- Reason for the return
- Photos (if applicable)
Our support team aims to respond within 24 business hours.
🇦🇺 Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law or any other applicable consumer protection laws in your country.
If a product has a major fault, you may be entitled to a replacement, repair, or refund in accordance with the law.
🐾 Thank You
Thank you for shopping with Furbase.
We're committed to making every customer experience as comfortable and stress-free as the products we create for your pets.
Because pets are family. ❤️🐾