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Furry Forage Refund & Return Policy

Effective Date: 01/09/2024

Thank you for shopping with Furry Forage! We value your satisfaction and strive to provide high-quality pet food, treats, and subscription services. Please review our refund and return policy below.

1. Custom Boxes and Subscription Boxes

  • No Refunds: Custom boxes and subscription boxes are non-refundable.
  • Cancellation Policy:
    • For subscriptions renewing every two weeks or longer: Cancellations must be made through your account at least 7 days prior to the next payment date.
    • For weekly renewals: Cancellations or delays must be made at least 5 days prior to the renewal date.

2. Print on Demand Items

  • No Refunds: Print on demand items are non-refundable. If an item is misprinted or damaged, please contact us at [email address]. We will coordinate with our supplier to send a replacement.

3. Perishable Items

  • No Refunds: Perishable items, including forage and natural treats, are non-refundable.

4. Damaged Products

  • Refund or Replacement: If you receive a damaged product (e.g., dog food bags), you may return the item for a refund or a replacement will be sent once we receive the returned item.
  • Return Process: Items must be returned in their original packaging with the returns form included. The customer is responsible for return shipping costs.

5. Damaged Packaging

  • No Refunds: No refunds will be issued for products with damaged or broken packaging during box clearance sales.

6. Return Shipping Costs

  • Customer Responsibility: The customer is responsible for the cost of return shipping.
  • Postage Refund: If the product is returned due to damage and you request a replacement, Furry Forage will refund the return postage cost. Proof of postage must be emailed to [email address] before the refund is processed.
  • Full Refund: A full refund, including the cost of return postage, will be issued once the returned product is received.

7. Initiating a Refund

  • Contact Us: To initiate a refund, email [email address] with proof of the damage, including photos of the product and packaging, and any missing items.
  • Returns Form: Furry Forage will provide a returns form, which must be completed and included with the returned product.
  • Postage Receipt: Please email the postage receipt to us for a refund of the return postage cost, if applicable.

8. Incorrect Orders

  • Replacement: If you receive an incorrect order, please email [email address] with photos showing the missing items. We will send a replacement product.

9. Refund Processing

  • Original Payment Method: Refunds will be issued to the original payment method.
  • Processing Time: Please allow up to 7 days for your refund to be processed.

10. Shipping Policy

  • UK Shipping Only: We ship to the UK, including Northern Ireland.
  • Tracked Shipping: All orders are shipped with tracked 48-hour service from the time your order is processed. Customers may opt for 24-hour tracked shipping at an additional cost. We do not offer untracked shipping methods.
  • Free Shipping: Orders of £60 or more qualify for free shipping. All subscription boxes come with free shipping.
  • Tracking Information: Customers will receive their tracking numbers via email once their order has been shipped.

11. Order Processing Time

  • Standard Orders: We aim to process all orders within 48 hours.
  • Custom Orders: Custom orders may take up to 72 hours to process.

12. Weekend and Bank Holiday Processing

  • Order Processing: We process orders on weekends and bank holidays. While postage will not occur on bank holidays, processing will be completed during this time, and items will be shipped on the next working day or weekend.

13. Response Time for Enquiries

  • Email Response: Please allow up to 48 hours for a response to any email enquiry, including refund or replacement requests, unless stated otherwise on our website or social media pages.

14. Extended Return Dates for Delayed Responses

  • Return Date Extension: If we do not respond to a refund or replacement request within 48 hours, the return date will be extended by the number of days it took us to respond. For example, if a refund request is made on the 1st with a return deadline of the 29th, and we respond on the 5th, the new return deadline will be extended to the 3rd of the next month (or the appropriate date based on the month’s length).

15. Refund Request Period

  • Request Deadline: You have 14 days from the date of receipt to request a refund. The item (if required) must be returned and received by us within 28 days from the date you received the product.