Refund policy

Returns & refunds

Contact support@furryhub.co.uk with your order number or other proof of purchase and the item you wish to return. We will provide the appropriate return instructions and address. Please contact us before posting a parcel so it reaches the correct destination. Our registered office is not a designated parcel-return centre.

Your UK cancellation rights

If you are a UK consumer, you normally have 14 days after receiving the goods to tell us that you wish to cancel an online purchase, without giving a reason. You then have a further 14 days to send the goods back. Legal exceptions are explained below. You can cancel by a clear statement, including email; prior approval is not required to give valid cancellation notice.

You may handle an item as you would in a shop to establish its nature, characteristics and functioning. Where legally permitted, a refund may be reduced for loss in value caused by handling beyond that. The unused-item and original-packaging conditions of our additional 30-day offer do not remove your statutory rights.

Our additional 30-day return offer

You may request a change-of-mind return within 30 days after delivery. Beyond your statutory cancellation period, this voluntary offer requires the item to be unused, in the condition received, with its original packaging and proof of purchase. Contact us for the return process. This additional offer does not shorten rights relating to faulty goods.

Faulty, damaged or incorrect items

Email us if an item arrives damaged, is faulty or does not match its description. Photos can help us assess the issue, but do not replace your legal rights. We will provide the refund, repair or replacement required by consumer law and cover reasonable return costs where we are legally responsible. Please contact us before arranging a return or collection so we can agree suitable instructions.

Exceptions

The statutory change-of-mind right has specific legal exceptions, including goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and genuinely sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not apply to every pet product. Sale or discounted pricing alone does not remove your rights. Your remedies for faulty or misdescribed goods are unaffected.

Refunds and return costs

For a statutory cancellation, we refund the amount due without undue delay and within 14 days of receiving the goods back or, if earlier, receiving evidence that you sent them back, unless we have offered to collect them. We also refund the basic outward delivery charge where required; any extra paid for a premium delivery service need not be refunded. Refunds use the original payment method unless otherwise agreed, without a refund fee.

For change-of-mind returns, you are responsible for arranging return postage and paying the direct return cost, unless we agree otherwise or the law requires us to cover it. Contact us for the correct return address before buying a return label. For goods that cannot normally be returned by post, any return or collection cost payable by you must be disclosed before purchase. We do not charge a restocking fee. We will not make you pay a return cost that the law requires us to bear or deduct an undisclosed return charge from a statutory refund. Contact us for the appropriate return address and shipping instructions.

For returns made only under our additional voluntary offer, we issue the refund due within 14 calendar days after receiving the returned item. Any shorter statutory deadline takes priority. Your payment provider may need additional time to display the credit.

Exchanges

Contact us about the item you wish to exchange. A replacement order can be arranged separately from the return; this does not affect any right to a statutory replacement.

Optional cancellation form

You may email the following information to support@furryhub.co.uk, but using this form is not compulsory:
To: Furry Hub, Gocery Trading Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (correspondence address).
I/we give notice that I/we cancel my/our contract for the following goods: …
Ordered on/received on: …
Order number (if available): …
Consumer name and address: …
Date: …
Signature (only if sent on paper): …

Nothing in this policy limits your statutory consumer rights.