Refund policy

If your pet doesn't love it, you don't keep paying for it. You have 30 days, you choose between your money back or 20% extra in credit, we never ask for the product back, and there is no form to fill in.

The Furlet 30-day promise

You have 30 days from the day your order arrives to tell us it isn't right — and "isn't right" can mean anything. It arrived damaged. It isn't what you pictured.

How to request a refund

  1. Send your request. Email furletofficial@gmail.com with your order number and a sentence about what went wrong.
  2. Attach a photo — this is the important one. A picture of the item is the single fastest route to an approved refund. It lets us settle the claim on the spot instead of coming back to you with questions, and it is essential if the item arrived damaged, faulty, or simply is not what you ordered.
  3. We review and approve it. Usually within two working days. You will get an email confirming your refund has been approved — we will never leave you guessing.
  4. You choose how you are paid. Money back to your original payment method, or Furlet credit worth 20 percent more.

That is the whole process. There is no form, no returns portal, and nothing to post back to us.

You keep the product

We do not ask you to post anything back. Not the item, not the packaging. Whatever you have is yours — keep it, pass it to a friend with a dog, or donate it to a shelter.

Two ways to put it right — you choose

When we approve your claim, you decide which you'd rather have:

  • Your money back. The full amount, including what you paid for shipping, returned to the card or account you paid with.
  • Furlet credit, worth 20 percent more. Applied to your account straight away, spendable on anything in the store, and it never expires.

So a $59.95 snuffle mat is either $59.95 back to your card or $71.94 in credit — your call, no pressure either way.

We offer the credit because most of the time the problem isn't a faulty product, it's the wrong product for that particular animal. A dog who ignores a snuffle mat often loves a lick mat instead. If that sounds like you, tell us about your pet when you email and we'll suggest something — the credit exists so you can try again on us, not so we can keep your money.

If it arrived damaged, faulty, or wrong

Send us a photo when you email — it takes ten seconds and means we can act immediately instead of asking questions. We'll refund you in full or send a replacement, whichever you'd prefer, and nothing needs to come back to us.

To be completely clear: if an item was faulty, damaged, not what you ordered, or never turned up, a full refund to your original payment method is always available. Credit is only ever an option you can take if you want to — never something we'll ask you to accept instead.

If your order hasn't arrived

Delivery usually takes one to three weeks, and tracking sometimes goes quiet in the middle of that — this is normal and it almost always turns up. But if it has been 30 days since dispatch and there's still nothing, contact us and we'll resend it or refund you in full. You don't need to chase the carrier yourself.

Changed your mind before it ships?

Email us as soon as you can. If your order hasn't left the warehouse we'll cancel it and refund you the same day. Once it's in transit we can't recall it — but the 30-day promise above still covers you.

The few things we can't refund

  • Hygiene items that have been used. Nail-grinder heads and refill bag rolls, once opened and used on a pet, can't be covered. This doesn't apply if the item was faulty.
  • Anything reported after 30 days. Get in touch anyway — if something has genuinely failed we'd still rather hear about it.

The promise is meant for people buying something for their pet in good faith, and we reserve the right to decline repeated claims on the same account where there is no plausible fault.

How long it takes

We'll confirm by email as soon as your claim is approved, usually within two working days.

If you chose credit, it is in your account immediately and you can spend it the same day. If you chose a refund, the money goes back to your original payment method and typically lands within 5 to 10 business days, depending on your bank. Either way your original shipping cost is included.

Shopping from outside the United States

Furlet currently ships within the United States. Where we ship to other countries, any statutory rights you have where you live — including cancellation rights in the UK and EU — apply in addition to this promise, never instead of it.

Talk to a person

Email furletofficial@gmail.com. We are a small team, so it is a real person reading it, usually within two working days.

Furlet Official · 72/68 Banglamung 8 Alley, Chon Buri 20150, Thailand — correspondence address only, please do not post returns here.