Help
Returns & refunds
Thirty days to return anything unopened. And if a product went wrong for your dog, we want to hear about it whether the seal is broken or not.
Email us
Send your order number and what you'd like to do to hello@getfurfix.com. There's no form to fill in and no returns portal to log into.
Post it back
We'll send you the return address and a reference. Use a tracked service — until it reaches us it's still your parcel, and tracking protects you as much as us.
Get refunded
Refunds are processed within three working days of the return arriving, back to the original payment method. Banks typically take another three to five.
Changed your mind
You have thirty days from the day your order arrives to return products that are unopened, unused and in their original packaging. 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
Once a wash, conditioner, balm or mist has been opened it can’t be resold, so opened products can’t be returned for a change of mind. They can always be returned if something is wrong with them — see below. Grooming tools can be returned unused in their packaging.
If something is wrong with it
Faulty, damaged, leaking, wrong item, or a product your dog reacted badly to: email us with your order number, the batch number from the label if you have it, and a photo. We’ll refund or replace it, opened or not, and you won’t be out of pocket for the return.
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.
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. Our thirty-day window is offered on top of that, and nothing on this page affects your statutory rights in respect of faulty or misdescribed goods.
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.
Getting in touch
Start any return by emailing hello@getfurfix.com, or use the contact form. Delivery timings and costs are on the shipping page.