Refund policy
# Refund & Return Policy
**Last updated: June 2025**
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## Our Commitment
At FUR WINDOW, we want you and your pet to be completely happy with every purchase. If for any reason you are not satisfied, we are here to make it right.
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## Return Window
You have **30 days** from the date of delivery to request a return or exchange.
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by proof of purchase (order number or receipt)
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## Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Food, treats, or edible products (once opened)
- Personalised or custom-made items
- Items marked as **Final Sale**
- Items returned after the 30-day window
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## How to Request a Return
1. Email us at **support@furwindow.com** with your order number and reason for return
2. Our team will respond within **24-48 hours** with return instructions
3. Once we receive and inspect the returned item, we will process your refund
> Please do **not** send items back without contacting us first.
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## Refund Process
Once your return is received and approved:
- Your refund will be processed to your **original payment method**
- Please allow **5-10 business days** for the refund to appear, depending on your bank or payment provider
- Original shipping costs are **non-refundable** unless the return is due to our error
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## Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within **7 days** of delivery at **support@furwindow.com** with:
- Your order number
- A clear photo of the damaged or incorrect item
We will arrange a **full replacement or refund** at no additional cost to you. You will **not** be required to return the damaged item.
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## Lost Packages
If your order has not arrived within the estimated delivery window, please contact us and we will investigate immediately. Confirmed lost packages will receive a **full replacement or refund**.
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## Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return your original order for a refund and place a new order.
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## Cancellations
Orders can be cancelled within **24 hours** of placement, provided they have not yet been dispatched. Please contact us immediately at **support@furwindow.com** if you wish to cancel.
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## Contact Us
📧 **support@furwindow.com**
🌐 **furwindow.com**
We aim to respond to all enquiries within **24 hours** and are committed to making every experience with FUR WINDOW a positive one.