Refund policy

At Furlova, we want you and your pets to be completely satisfied with your purchase. If you need to return an item, our Return and Refund Policy outlines the exact process, guidelines, and conditions to ensure a smooth transaction.

1. Return Window

We offer a 30 business day return window. You have 30 business days from the date your package is delivered to request a return. Requests submitted after this period will not be eligible for a return or refund.

2. Eligibility & Return Conditions

To be eligible for a return, items must be in the exact condition in which they were received.

General Requirements:

  • Items must be unused, unworn, unwashed, and undamaged.

  • Original tags, labels, packaging, protective materials, and boxes must be intact and attached.

  • All accessories, manuals, free gifts, and components included in the original purchase must be returned.

  • Items must be free of stains, odors, smoke smell, pet hair, or any visible signs of use.

  • Returns must receive prior authorization before being shipped back to us.

3. Non-Returnable Items

The following categories and items are strictly non-returnable:

  • Customized or Personalized Items: Any product made-to-order or customized specifically for you.

  • Clearance / Final Sale Items: Products marked as "Final Sale", "Clearance", or "Non-Returnable" (unless received defective or damaged).

  • Digital Products & Gift Cards: Digital downloads, subscriptions, or electronic gift cards.

  • Used or Altered Products: Items showing pet hair, stains, odors, wear, or missing original components/packaging.

  • Unauthorized Returns: Any item returned without prior approval from our support team.

4. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect product, please notify us immediately within 48 hours of delivery.

Important Requirement for Damage/Defect Claims:

To process a claim for a damaged, defective, or incorrect item, you must provide an uncut unboxing video clearly showing the unopened shipping parcel, the shipping label, the opening of the package, and the specific defect or issue with the product. Without an uncut unboxing video, damage or defect claims cannot be verified or processed.

Once verified, we will provide further instructions to resolve the issue promptly at no additional cost to you.

5. How to Initiate a Return

Please follow these steps to return an item:

  1. Contact Us: Send an email to support@furlova.shop with your order number, reason for return, and clear photos/videos of the item and packaging.

  2. Review & Approval: Our team will review your request. If approved, we will send you Return Authorization details and return instructions.

  3. Ship the Package: Pack the item securely in its original packaging and ship it to our designated return address.

Return Address:

Furlova

88 E Broadway

New York, NY 10002

United States

6. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying all return shipping costs. Return shipping fees are non-refundable.

  • We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items lost in transit by carrier services.

7. Refund Process & Timelines

  1. Inspection: Once your return is received at our facility, it will undergo a thorough inspection to ensure compliance with our return conditions.

  2. Notification: We will send you an email confirming receipt and notifying you whether your refund has been approved or rejected.

  3. Refund Issuance: If approved, your refund will be processed back to your original method of payment within 5 to 10 business days.

  4. Processing Delays: Please note that financial institutions and credit card companies may require additional time to post funds to your account after we issue the refund.

8. Exchanges

We do not offer direct exchanges. If you prefer a different size, color, or item, please return the eligible item following the steps above for a refund and place a new order on our website.

9. Contact Us

If you have any questions or need assistance regarding our Return and Refund Policy, please reach out to our customer support team:

  • Store Name: Furlova


  • Email: support@furlova.shop

  • Phone: +1 646-653-4291

  • Customer Support Hours: 24/7 (via email)

  • Business Address: 88 E Broadway, New York, NY 10002, United States.