Refund & Return Policy

Refund, Return & Warranty Policy – The Furriends

At The Furriends, we stand behind the quality of every pet costume we sell. Please read this policy carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us at contact@thefurriends.com within 7 days of delivery with photo or video evidence. We will make it right.

All manufacturing defects and faults are additionally covered under our 15 Day Limited Warranty regardless of when they are first reported (see below).

Returns

We accept returns on unworn and unwashed items in their original packaging, with all tags still attached, within 7 days of delivery. Once a costume has been worn by a pet or washed, it is no longer eligible for return unless it qualifies under our warranty.

Return shipping costs are the customer's responsibility. Items sent back without prior authorization will not be accepted. To initiate a return, contact us at contact@thefurriends.com before sending anything back.

Non-Refundable Situations

For hygiene and safety reasons, we cannot accept returns on costumes that have been worn by a pet, washed, altered, or returned without their original tags and packaging. Custom-made, custom-sized and personalized pieces are also non-returnable, as they are produced specifically for your pet. Please get in touch if you have questions or concerns about your specific item before ordering.

Unfortunately, we cannot accept returns on sale items or gift cards.

Sizing

Every costume is made to fit a range of measurements rather than a breed, so please check your pet's measurements against the size guide on the product page before ordering. If a costume does not fit, contact us within 7 days of delivery and, provided the item is unworn and unwashed with its tags attached, we will help you exchange it for another size where stock allows.

Shipping Protection

Shipping Protection is a digital add-on service and is non-refundable once the order has been placed, regardless of the outcome of the order. By adding Shipping Protection at checkout, you acknowledge that this charge will not be reimbursed under any circumstance.

15-Day Limited Warranty

We offer a 15-day limited warranty from the date of delivery. This warranty covers manufacturing defects such as faulty stitching, broken fastenings, or materials that fail under normal use.

To submit a warranty claim:

If your claim is approved, we will offer a replacement item or a full refund, at our discretion.

This warranty does not cover damage caused by chewing, scratching or rough play, improper washing or drying, alterations or repairs carried out by anyone other than us, or normal wear and tear.

Pet Safety

Our costumes are dress-up garments, not protective equipment. Please supervise your pet while they are wearing a costume and remove it if your pet shows signs of discomfort. Damage caused by a pet chewing or pulling at a costume is not covered by this policy.

European Union – Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to cancel or return your purchase within 14 days of delivery for any reason, in accordance with EU Consumer Rights Directive 2011/83/EU. No justification is required.

To exercise this right, contact us at contact@thefurriends.com within 14 days of receiving your order. Return shipping costs are the customer's responsibility unless the item arrived defective or incorrect.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at contact@thefurriends.com

Contact

For any questions, claims, or return requests: contact@thefurriends.com