Returns & refunds

We hope you and your dog love your FurFix order. Every product is chosen to make coat care feel simpler and calmer at home — so if something isn’t right, please get in touch and we’ll do our best to help.

Changed your mind

You can request a return within fourteen days of receiving your order. To be eligible, items must be:

• Unused
• Unopened
• In their original packaging
• In a resalable condition
• Returned with proof of purchase

Return postage for a change of mind is yours to cover; the refund covers the products and, where you return a whole order, the standard outbound delivery charge.

Opened grooming products

For hygiene and safety reasons we can’t accept returns on products that have been opened or used — shampoos, sprays, wipes, balms and other grooming products included. They can always be returned if something is wrong with them; see below. Grooming tools can be returned unused in their packaging.

How to request a return

Email hello@getfurfix.comwith your name, your order number, the item you’d like to return and the reason for the return. Once we’ve confirmed it we’ll tell you where to send it.

Please don’t post anything back before contacting us — an unannounced parcel takes longer to match to an order, and that delays your refund.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, email hello@getfurfix.comwithin 48 hours of receiving it with your order number, a short description of the issue, and clear photos of the item and its packaging. We’ll arrange the right fix — a replacement, a refund, or something else that suits — and you won’t be out of pocket for the return. Contact us before sending anything back so we can tell you how.

The same goes for a product your dog reacted badly to. Send the batch number from the label if you have it, opened or not. If your dog is unwell, speak to your vet first.We can’t give veterinary advice. Do tell us afterwards — batch information is how we find out whether a problem is one bottle or a whole run.

Refunds

Once your return has arrived and been inspected we’ll let you know whether the refund is approved. Approved refunds go back to the original payment method; allow five to ten working days for the money to appear, depending on your bank or payment provider.

Return postage

For change-of-mind returns the cost of posting the item back is yours. We strongly recommend a tracked service — we can’t take responsibility for parcels lost or damaged on their way to us — and ask you to keep your proof of postage and tracking receipt until the refund has been processed.

If the item is faulty, damaged or incorrect, contact us before returning it and we’ll cover getting it back to us.

Your legal rights

Under the Consumer Contracts Regulations you may cancel an online order within fourteen days of receiving it and return the goods within fourteen days of telling us. Nothing on this page affects your statutory rights in respect of faulty or misdescribed goods: in particular, the 48-hour window above is how quickly we ask to hear about a problem so we can act on it, not a deadline after which a faulty product stops being our responsibility.

Kits and bundles

Kits are refunded as a whole. If part of a kit has been opened, the kit can’t be returned for a change of mind — but a faulty item within a kit is replaced individually.

Trade orders

Wholesale orders are covered by the trade terms supplied with your price list, not by this page. Trade enquiries are here.

Questions?

We’re always happy to help. Email hello@getfurfix.com, or use the contact form. Delivery timings and costs are on the shipping page.