Refund policy

Return Policy

We want you to be satisfied with your purchase. Due to the nature of our products, we have specific guidelines regarding returns and refunds. Please read carefully before requesting a return.

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30-Day Return Window (Unopened Items Only)

You may request a return within 30 days of receiving your order.
To be eligible, the item must be:
• unopened
• unused
• in its original packaging
• in the same condition as when received
• with proof of purchase

Opened or used items cannot be returned for hygiene and safety reasons.

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How to Start a Return

To request a return, contact us at info@furbabypet.co.nz.

Returns must be sent to:
Unit G&H / 28A Verissimo Drive, Māngere, Auckland 2022

Customers are responsible for all return shipping costs unless the item is confirmed to be defective.

You may contact us anytime for questions at info@furbabypet.co.nz.

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Damages & Issues

Please inspect your order upon delivery and contact us immediately if:
• the item is defective
• the item is damaged
• you received the wrong item

We will evaluate the issue and work with you to make it right.

Clearance items are final sale and are not eligible for returns or refunds unless they arrive damaged or defective.

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Exchanges

The fastest way to exchange an item is to return the original product.
Once the return is approved, you may place a new order for the item you want.

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Refunds

Once we receive and inspect your returned item, we will notify you of the approval status.

If approved:
• A refund will be issued to your original payment method
• Processing time may take up to 10 business days
• Your bank or credit card provider may require additional time to finalise the refund

If more than 15 business days have passed since your refund was approved, please contact us at info@furbabypet.co.nz.