Refund policy

Refund & Returns Policy

We want you and your furry companion to be completely delighted with your Furretti purchase. If something isn't right, or you simply change your mind, this page explains exactly what to do.

You have 30 days from the date you receive your order to request a change of mind return.

Change of Mind Returns

Conditions

To be eligible, your item must meet the following conditions:

Vacuum-sealed beds

For hygiene reasons, vacuum-sealed beds can only be returned if the original vacuum seal is completely intact and unopened. Once the seal is broken, the bed cannot be returned for change of mind.

Bags, covers, and accessories

Must be returned in brand-new, unused condition with all original tags attached and in the original packaging. Items must be free from pet hair, odours, marks, stains, and any signs of use or wear.

What we refund

If your return is approved, we will refund the price you paid for the product only.

We do not refund:

  • Original shipping or handling charges paid at the time of purchase.
  • Where your order qualified for free shipping, the actual cost we paid to ship your order to you will be deducted from your refund.

Return shipping

You are responsible for arranging and paying for return postage. We do not provide return shipping labels for change of mind returns.

Your returned item remains your responsibility until it reaches our warehouse, so we strongly recommend using a tracked and insured postage service. We can't accept responsibility for parcels lost or damaged on their way back to us.

Sale and promotional items

All items purchased on sale, with a discount code, or as part of a promotional event (including End of Financial Year, Black Friday, Cyber Monday, Boxing Day, and any other promotion) are final sale. These items are not eligible for change of mind returns, refunds, or exchanges, regardless of the discount applied.

This does not affect your rights under the Australian Consumer Law if the item is faulty (see below).

Other exclusions

Gift cards are non-returnable.

Faulty, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is faulty, damaged in transit, or you've received the wrong item, contact us straight away at support@furretti.com.au with:

  • Your order number
  • Clear photos showing the issue

We'll make it right in line with your rights under the Australian Consumer Law. For genuinely faulty items, we cover reasonable return postage — you won't be out of pocket.

12-Month Manufacturer Warranty

All Furretti products are backed by a 12-month warranty against manufacturing defects. The warranty does not cover wear and tear from normal use, damage caused by pets, accidents, misuse, or unauthorised modifications.

How to Start a Return

  1. Email us at support@furretti.com.au with your order number and the reason for return.
  2. We'll review your request and, if approved, send you our Smithfield, NSW warehouse return address along with instructions.
  3. Pack the item securely in its original packaging and 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 returned 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 or card provider, it can take a further few business days for the funds to appear in your account.
  • If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please get in touch.

Questions?

We're here to help. Reach out any time at support@furretti.com.au and we'll get back to you as quickly as we can.