Refund policy

Refund Policy

At FurSoleil, we strive to ensure complete satisfaction with your pet product purchases. If you're not entirely happy with your order, we offer a straightforward refund process for eligible items.

Eligibility for Refunds

  • Items must be returned within 30 days of delivery
  • Products must be unused, in original packaging with all tags attached
  • Proof of purchase (order number) is required
  • Certain items may be excluded (see Non-Refundable Items below)

Non-Refundable Items

For health and safety reasons, we cannot accept returns on:

  • Opened cat litter products
  • Used pet beds or carriers
  • Personalized or custom-made pet clothing/costumes
  • Damaged bird supplies that don't meet return conditions

Return Process

  1. Contact our customer service team via email to initiate your return
  2. You will receive return instructions and a Return Authorization Number
  3. Package the item securely with the original packaging
  4. Ship the item back to us using a trackable shipping method

We recommend keeping your shipping receipt until your refund is processed.

Refund Timeline

Once we receive your returned item:

  • Inspection: 3-5 business days
  • Refund processing: 3-5 business days
  • Credit card refunds typically appear within 5-10 business days depending on your bank

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 7 days of delivery
  • Provide photos of the damaged item and packaging
  • We will arrange for replacement or refund at no additional cost

Shipping Costs

Original shipping fees are non-refundable. Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

Exchanges

We currently offer refunds only. For alternative items, please place a new order after receiving your refund.

International Returns

International customers are responsible for all return shipping costs and any applicable customs fees. Refunds will be issued in the original payment currency.

For any questions about our refund policy, please contact our customer service team.