Return Policy
At Furley, we are dedicated to delivering high-quality products and exceptional customer service. We offer a 30-day change of mind policy where returns or exchanges are accepted on items where the sealed bag containing the mat has not been opened or pieced.Â
Returns must be requested within 30 days of the original purchase date. If the above requirements are met, please contact our support team at: support@furleypets.com.au to arrange your return.
Cancellation Policy
Please be aware that any modifications or cancellations to an order must be made within 24 hours of placing it. Beyond this timeframe, we may not be able to accommodate your request as the order will have entered the processing phase. Should you cancel within 24 hours, rest assured that your refund will be processed within 10 business days.
Returns and Refunds
Our 30-day return policy covers unused items in their original packaging. Unfortunately, we cannot issue refunds for items that have been used, worn, or damaged through normal use or misuse. If you wish to initiate a return, simply email us at support@furleypets.com.au within 30 days of delivery, providing your order number and the reason for the return. All returns must be approved by our team before shipping the product back to us. Please include your order number and shipping name in your return package to expedite the process. Customers are responsible for return shipping costs, unless the item was damaged upon receipt.
Upon receiving your return, please allow up to 10 business days for us to inspect your item/s. Once we confirm that all returned items are in good condition, please allow up to 40 business days from the date of refund confirmation for processing. If you encounter any issues after confirmation, please contact your financial institution.
All refunds are processed in Australian Dollars ($AUD), the same as the original purchase. Please be aware that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
Product Concerns
Your pet's safety is of utmost importance to us. We strongly advise using our products safely and responsibly, with supervision. In case of damage, please discontinue use immediately to avoid any harm. While we cannot be held responsible for damage or injury, we are here to assist with any concerns or questions at support@furleypets.com.au.
Damaged Items
We take great care in packaging to prevent damage during shipping. If your item arrives damaged, please inform us within 48 hours of delivery by emailing support@furleypets.com.au with a clear photo of the damage. We will assess eligibility for a replacement at no cost to you.
Shipping and Delivery
While we strive for timely deliveries, we cannot be held responsible for delays outside our control. If you encounter issues, please contact the courier directly for assistance. We are not responsible for any lost, stolen, or delayed packages.
Fraud Prevention
To protect against fraud, we verify billing and shipping addresses and monitor transactions for suspicious activity. If fraud is suspected, we reserve the right to cancel the transaction and notify the customer promptly.
Please note that we may modify this Return & Refund Policy at any time. It is your responsibility to review the most recent version before purchasing and using our products. By continuing to use Furley products, you indicate your acceptance of this Return & Refund Policy.
Thank you for choosing Furley! Your satisfaction is our commitment.