Refund policy

Return and refund policy

Last updated: August 2026

We want you and your dog to love your Furretti purchase. If something isn't right, or you simply change your mind, here's how it works.

Your rights under the Australian Consumer Law (ACL) are always protected. Nothing in this policy limits your statutory rights.

Faulty, Damaged, or Incorrect Items

If your product is faulty, was damaged during shipping, or you received the wrong item, please contact us straight away at support@furretti.com.au with your order number and clear photos.

  • No fees of any kind apply to returns of faulty or defective goods.
  • For genuinely faulty items, we cover reasonable return postage.
  • We'll email you step-by-step return instructions to help you safely repack the product.

We will work with you to find a fair resolution — whether that's a repair, replacement, or refund — in line with your rights under the ACL.

30-Day Change of Mind Returns

You have 30 days from the date you receive your order to request a change-of-mind return. This is a courtesy we offer — here are the conditions:

  • The product must be unused, in as-new condition, and free from pet hair, odours, stains, or any signs of use.
  • It must be returned with its gift box and all original packaging and inclusions.
  • You must follow the return packaging instructions we email to you. These explain how to safely wrap the carton and where to place the shipping label.

Returns that do not follow the packaging instructions will not be accepted and may be sent back to you at your expense.

Restocking Fee

A 10% restocking fee (of the purchase price) applies to all change-of-mind returns. This is an administrative, inspection, and handling fee. It does not apply to returns of faulty or defective goods.

What We Refund

For approved change-of-mind returns, we refund the product price only, less the 10% restocking fee. Shipping charges are not refundable. Return shipping is at your expense.

We recommend using a tracked and insured postage service. Returned products remain your responsibility until they reach our warehouse. UGG Range beds weigh approximately 15kg boxed — please factor this into your return decision.

Sale and Discounted Items

All items purchased on sale, with a discount code, or during a promotional event are final sale. No change-of-mind returns are available, regardless of the discount amount.

If a sale or discounted item is genuinely faulty, your rights under the ACL are fully protected — contact us and we'll make it right at no cost to you.

Afterpay and Buy Now, Pay Later

If you paid via Afterpay or another BNPL service, your refund is processed back through that provider. Refund timing depends on the provider's own schedule.

How to Start a Return

  1. Email us at support@furretti.com.au with your order number and reason for return.
  2. We'll review your request and, if approved, email you our return instructions and warehouse address.
  3. Follow the instructions to repack the item, then post it back using a tracked service.

Please don't send items back without contacting us first. Unauthorised returns cannot be accepted and may be sent back to you at your expense.

Refunds

Once we receive and inspect your return, we'll let you know whether it's been approved.

  • Approved refunds are processed to your original payment method within 10 business days.
  • Depending on your bank, it may take a further few business days for funds to appear.

We reserve the right to refuse returns from customers who engage in repeated purchasing and returning.

Questions? Email us any time at support@furretti.com.au.