Refund Policy

Changing your mind (Online orders & collection orders placed online)
If you’re a UK consumer buying online, you normally have a legal right to cancel most orders within 14 days of receiving your goods (or within 14 days of collection, for collection orders placed online), even if they’re not faulty. After telling us you want to cancel, you then have a further 14 days to send the goods back.
To cancel, email Returns@furrbabilicious.co.uk with your order number, the item(s) you want to return, and whether it was delivery or collection.
 
Refund timing (change-of-mind cancellations): We’ll issue your refund within 14 days of receiving the returned goods or receiving evidence you’ve sent them back (whichever is earlier).
What you’ll be refunded: the price you paid for the item(s) plus the basic outbound delivery cost (if you paid for delivery), up to the cost of our cheapest standard delivery option (if you selected an upgraded delivery service, the upgrade element isn’t refunded).
 
Return postage: Unless the item is faulty/damaged or we sent the wrong item, you pay return postage.
 
Condition of returned goods: You can handle items only as much as you would in a shop to check them. If items are returned used/damaged beyond what’s necessary to inspect them, we may make a deduction from the refund where the law allows.
 
Items we can’t accept back if opened (hygiene/safety)
For hygiene and safety reasons, we can’t accept returns of opened pet treats, food, supplements, or chews; or opened/unsealed grooming products or other sealed items that are not suitable for return once unsealed. These can only be returned if they are faulty, damaged, or not as described.
 
Faulty, damaged, or incorrect items
If an item arrives faulty, damaged, or we sent the wrong item, contact us within 48 hours of delivery/collection with photos and your order number. We’ll arrange a replacement, refund, or other appropriate solution.
 
Under the Consumer Rights Act, you may have the right to reject faulty goods within 30 days for a full refund in many cases.
 
Returns process & return address
To start a return, email Returns@furrbabilicious.co.uk with your order number and the item(s) you wish to return.
 
Returns address: provided on request once your return is approved and we’ve confirmed the correct return location for your item(s).
 
Please package items securely and include your order reference inside the parcel. We recommend using a tracked service for higher value items.
 
7) How refunds are issued (by payment method)
Refunds are normally made back to the original payment method (unless we mutually agree otherwise):

• Online card payments (Wix Payments): refunded to the same card used at checkout.

• PayPal: refunded via PayPal to the original PayPal funding source.

• Klarna: once we process your refund, Klarna updates your plan/statement and returns funds to the original method in line with their processes.

• Zilch: once we process your refund, Zilch returns it to your funding source in line with their processes.

• In-person / pay-on-collection card payments (Tide): refunded back to the same card used where possible (bank processing times vary typically 3-5 working days up to 30).