Furry Frenz

Returns & Refunds Policy

Last updated: September 2026

At FURRY FRENZ, we want you to be happy with your purchase. This Returns & Refunds Policy explains how returns, exchanges and refunds are handled for purchases made through our website.

This policy applies to orders delivered within Australia.

1. Change-of-Mind Returns
We accept eligible change-of-mind returns within 30 days of delivery.

To be eligible for a change-of-mind return:

• The return must be requested within 30 days of receiving your order.

• The item must be unused, unworn and in its original condition.

• The item must be returned in its original packaging, including any tags, manuals, accessories and other components supplied with it.

• You must provide proof of purchase, such as your order number or receipt.

Please contact us before returning an item so we can provide return instructions.

2. Items That Cannot Be Returned for Change of Mind
For health, hygiene and safety reasons, we generally cannot accept change-of-mind returns for:

• Opened pet food, treats or supplements.

• Used pet grooming or hygiene products.

• Used bedding, blankets or similar pet products.

• Products that have been opened or used where hygiene or contamination may be a concern.

• Personalised or custom-made products.

• Clearance or final-sale products where they have been clearly identified as such before purchase.

These exclusions do not limit any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, damaged, incorrectly described or otherwise fails to meet a consumer guarantee.

3. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, unsafe, incorrectly described or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the problem.

• Photographs or other information that can help us assess the issue, where appropriate.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

4. Return Shipping Costs

Change-of-Mind Returns
For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us unless we agree otherwise.

Original shipping charges are generally not refundable for change-of-mind returns.

We recommend using a tracked shipping service when returning products.

Faulty, Damaged or Incorrect Products
Where a product is eligible for a remedy under the Australian Consumer Law, we will comply with our obligations regarding reasonable return costs.

Please contact us before sending the product back so we can provide appropriate instructions.

5. How to Request a Return
To request a return:

1. Contact us at [Customer Service Email] within the applicable return period.

2. Include your name and order number and explain the reason for the return.

3. Wait for our return instructions before sending the product.

4. Package the item securely and send it to the return address provided by our customer service team.

Please do not send products back without first contacting us.

Return address:

[Business / Store Name]
[Street Address]
[Suburb, State, Postcode]
Australia

6. Refunds
Once we receive and inspect an approved return, we will notify you of the outcome.

If a refund is approved, it will be issued to the original payment method used for the purchase.

We aim to process approved refunds within 5–10 business days after the returned product has been received and assessed.

After we process the refund, your bank, card provider or payment provider may require additional time to make the funds available in your account.

7. Exchanges
If you would like to exchange an eligible product, please contact us at [Customer Service Email].

Exchanges are subject to product availability.

For change-of-mind exchanges, customers may be responsible for return shipping and the cost of shipping the replacement product.

Your rights under the Australian Consumer Law continue to apply to faulty or non-compliant products.

8. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that you may have under the Australian Consumer Law.

Where a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement or refund, depending on the circumstances and the nature of the failure.

9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will try to cancel it and issue a refund.

If the order has already been dispatched, you may need to receive the order and follow the applicable return procedure.

10. Contact Us
If you have questions about a return, refund or exchange, please contact us:

[Store Name]
Email: [Email Address]
Phone: [Phone Number]
Address: [Business Address, Suburb, State, Postcode, Australia]

Customer service hours: [Business Hours]