Refunds & Returns Policy

Effective Date: November 29, 2024

At FurryEstelle.com, we aim to ensure you and your furry companions are completely satisfied with your purchase. If you’re not happy with your order, we offer a hassle-free returns and refunds process under the following terms and conditions.

1. Return and Refund Eligibility

  1. Timeframe for Returns:
    • You can request a return within 30 days of receiving your item.
  2. Condition of Items:
    • Items must be unused, unworn, and in their original packaging, with all tags and labels intact.
    • Items showing signs of wear, damage, or without original packaging may not be eligible for a refund.
  3. Non-Returnable Items:
    • Customized or personalized products.
    • Sale items or gift cards.
    • Products deemed unsanitary to resell, such as pet beds, unless they are defective or damaged upon delivery.

2. How to Initiate a Return

To start the return process:

  1. Contact Us:
    • Email our support team at support@furryestelle.com with the following details:
      • Your name.
      • Order number.
      • Item(s) you wish to return.
      • Reason for return (optional, but appreciated).
  2. Receive a Return Authorization (RA):
    • Once we review your request, we’ll provide you with a Return Authorization (RA) number and further instructions, including the return shipping address.
  3. Pack and Ship the Item:
    • Securely package the item in its original packaging, including the RA number inside the package.
    • Ship the item using a traceable method to ensure it reaches us safely.

3. Return Shipping Costs

  • Customer Responsibility:
    • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • Shipping Refunds:
    • If the return is due to our error (e.g., wrong or defective item), we will cover return shipping costs and provide a prepaid shipping label.

4. Refund Process

  1. Inspection of Returned Items:
    • Once we receive your returned item, we’ll inspect it to ensure it meets the return conditions.
    • This process typically takes 3-5 business days after the item reaches us.
  2. Approval of Refund:
    • If approved, we’ll issue a refund to your original payment method.
    • Refund processing may take 5-10 business days, depending on your bank or payment provider.
  3. Partial Refunds:
    • Items returned in a condition that does not meet the eligibility criteria may receive a partial refund at our discretion.

5. Exchanges

  • We do not offer direct exchanges.
  • If you wish to replace an item, please initiate a return for a refund and place a new order for the desired item.

6. Damaged or Defective Items

If you receive an item that is defective or damaged:

  1. Contact us at support@furryestelle.com within 7 days of delivery.
  2. Provide a detailed description of the issue and attach clear photos showing the damage or defect.
  3. Upon verification, we’ll offer a replacement or refund at no additional cost to you.

7. Cancellation Policy

  • Orders can be canceled within 24 hours of placement for a full refund.
  • After 24 hours, if your order has already been processed or shipped, you will need to initiate a return after receiving the item.

8. Contact Information

If you have any questions or need assistance with returns and refunds, please contact us:

  • Email: support@furryestelle.com
  • Phone: [Insert Phone Number, if applicable]
  • Operating Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT).

9. Important Notes

  • Always use a traceable shipping method for returns. We are not responsible for lost or missing packages.
  • Refunds are only issued to the original payment method used during checkout.
  • This policy does not limit your statutory rights under applicable laws.