Refund policy

Our promise

If the size does not fit, or the product is not what you expected, we exchange it or refund it. Requests must reach us within 3 days of receiving your order.

How to start an exchange or a return

Send us your order number and a photo of the item on WhatsApp, by message on Instagram or Facebook, or by email at info@thefurryfamstore.com. We answer Monday to Friday, 9am to 6pm, and tell you the next step.

Refunds

When a product does not suit you or no size fits, we refund the price of the item once it is back with us in its original condition.

Who pays the delivery of an exchange or return

If the item arrived damaged, we pay the delivery of the exchange. If you need a different size, the delivery of the exchange is on you: our bed size chart and collar size chart explain exactly how to measure your dog before ordering.

Damaged items

If a product arrives damaged, tell us within 3 days with a photo and we exchange it.

Conditions

Items must be unused, clean and in their original packaging. Grooming tools and the massage glove are exchanged only if unused, for hygiene reasons.