Returns & Exchanges Policy

At FurHeart&Joy, we want you and your furry friend to love every purchase! If something isn't quite right, we're here to help.

📦 Return Window

You have 15 days from the date of delivery to initiate a return or exchange.

✅ What Can Be Returned

• Unworn, unwashed apparel, bedding, etc. with original tags attached
• Unused beds and accessories in original packaging
• Items in new, resalable condition

❌ What Cannot Be Returned

• Items that have been worn, washed, or used (for hygiene reasons)
• Products without original tags or packaging
• Final sale or clearance items (unless defective)
• Personalized or custom-made items

🔄 How to Start a Return or Exchange

1. Contact us via our Contact page with your order number and reason for return
2. We'll send you a return authorization and instructions within 1 business day
3. Pack your item(s) securely in the original packaging
4. Ship to the address provided

Who pays return shipping?

• Change of mind or sizing: Customer pays return postage
• Damaged, defective, or incorrect item: We'll cover return shipping or send a replacement without requiring a return

💰 Refunds

Once we receive and inspect your return, we'll process your refund within 5–7 business days. Refunds will be issued to your original payment method.

Note: Original shipping costs are non-refundable unless the item arrived damaged or defective.

If more than 10 business days have passed since we approved your return, please contact us.

🔁 Exchanges

Need a different size or color? We're happy to exchange your item! Follow the return process above and let us know what you'd like instead. We'll ship your replacement as soon as we receive your return.

📏 Wrong Size?

Check our Size Guide to find the perfect fit for your pet. If you're between sizes or unsure, contact us before ordering—we're happy to help!

🛡️ Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the item and packaging. We'll arrange a free replacement or full refund, including return shipping.

🌍 European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. Items must be in the same condition as received (unworn, unused, with tags and original packaging). Proof of purchase is required.

❓ Questions?

Contact us via our Contact page, and we'll be happy to assist you!

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