Returns & Refunds Policy — Furry Kinship
Last updated: 10 September 2025

1) Overview
This Returns & Refunds Policy explains how returns, exchanges and refunds work at Furry
Kinship. It applies to purchases made on our website. Nothing in this policy affects your
statutory rights.

2) Who This Policy Applies To
• All customers worldwide benefit from our store policy (Section 3).
• UK/EU consumers additionally have statutory cancellation rights for distance sales (Section 4).

3) Store Policy — 30-Day Free Returns (All Destinations)
We offer 30-day free returns from delivery for change-of-mind returns.
Conditions: items must be unused, in original packaging with all accessories and in resaleable
condition.
Process: start your return via our Contact Us page. Once approved, we will email you a
prepaid return label and instructions. Refunds are issued to the original payment method after
inspection of returned goods.

4) UK/EU 14-Day Cancellation Right (Distance Selling)
If you are a UK/EU consumer, you have 14 days from the day after delivery to cancel without
giving a reason. You must send items back within 14 days of notifying us. We will refund the
product price and the standard delivery cost (if charged) within 14 days of receiving the goods
or acceptable evidence of return. We may deduct for loss in value caused by handling beyond
what is necessary to check the goods.

5) What You Cannot Return (Unless Faulty)
• Consumables once opened (e.g., water filters, filter cartridges).
• Items with hygiene seals broken after delivery.
• Items damaged through misuse, neglect or unauthorised repair.
• Personalised or custom items, if any are offered in future.
6) Condition of Returned Goods
Please return items with original packaging, manuals and accessories. You may handle goods
to check their nature, characteristics and functioning as you would in a shop. We may reduce
your refund to reflect any diminished value from excessive handling.

7) How to Start a Return
Go to our Contact Us page and submit your order number, the item(s) you wish to return, and
the reason. We will review your request and, if eligible, email a prepaid return label together
with simple packing and drop-off instructions. Important: please do not send returns to our
business correspondence address. Unauthorised returns may be refused.

8) Refunds — Timing & Method
Once we receive and inspect the return, we will process the refund using your original payment
method. Refunds are typically issued within 14 days of receipt of the return or evidence of
posting (for UK/EU statutory cancellations). Original expedited shipping fees (if any) are
non-refundable beyond the standard delivery cost.

9) Exchanges
If you prefer an exchange, let us know when starting your return on the Contact Us page.
Exchanges are subject to stock availability.

10) Return Shipping Costs
For eligible returns within our 30-day policy, we provide a prepaid return label at no cost to you.
If a return is not eligible (e.g., outside policy or used items), you will be responsible for return
shipping.

11) International Returns & Customs
For returns from outside the UK, clearly mark the parcel as ‘Returned Goods’ to avoid customs
charges. Any customs charges incorrectly applied to returns may be deducted from your
refund if not caused by our error.

12) Faulty, Damaged or Incorrect Items
If your item is faulty, damaged in transit or not as described, start your request via the Contact
Us page with photos where possible. You are entitled to a full refund within 30 days of delivery
for faulty goods. After 30 days, we will repair or replace; if that is not successful, we will offer a
price reduction or refund.

13) Late or Missing Refunds
If you have not received a refund after the timeframes above, first check with your bank or card
provider. If the issue persists, contact us and we will assist.

14) Gifts & Multi-Item Orders
If the item was marked as a gift and shipped directly to you, we can issue the refund to the
original purchaser’s payment method. For multi-item orders, approved refunds are processed
for the returned items only.

15) Abuse & Fraud Prevention
We may refuse or limit returns in cases of excessive return activity, misuse of products, or
suspected fraud, while always complying with your statutory rights.

16) Changes to This Policy
We may update this policy. The version and date above indicate the latest change.

17) Governing Law
This policy and any dispute are governed by the laws of England and Wales. Mandatory
consumer protections of your country of residence may also apply.

19) Additional Terms for US Customers
Our 30-day free returns policy (Section 3) applies to US customers as a store policy. If we
publish any limitations in the future, we will disclose them clearly before purchase (as required
by certain state laws). Refunds will be processed promptly after we receive the returned goods.
Nothing in this policy reduces rights you may have under applicable state law.

20) Contact
Furry Kinship — Customer Support
Office 14174, 182–184 High Street North, East Ham, London, E6 2JA
support@furry-kinship.co.uk