Return & Refund Policy

Last Updated: 1 October 2026

At PETFURA, we want you to feel confident when shopping for products for your pets. This Return & Refund Policy explains your rights and the process for cancellations, returns, damaged or faulty products, and refunds.

PETFURA is operated by PETFURA LTD, a company registered in the United Kingdom under Company Number 16817346.

1. 14-Day Right to Cancel

If you are a UK consumer purchasing online, you generally have the right to cancel your order without giving a reason within 14 days after receiving your goods, subject to certain legal exceptions.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

To request a cancellation or return, contact us at:

Email: contact@petfura.shop

Please include:

• Your full name
• Order number
• Email address used for the order
• Product you wish to return
• Reason for contacting us, where relevant

We will provide you with the appropriate return instructions.

2. Return Conditions

For change-of-mind returns, products should be returned in a condition consistent with reasonable inspection.

You may inspect a product as you reasonably would in a physical shop. However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics, and functioning.

Where reasonably possible, please return the product with:

• Original packaging
• Accessories
• Manuals or instructions
• Parts and components supplied with the product

Your statutory rights regarding faulty or misdescribed goods are not affected by these conditions.

3. Pet Products & Hygiene

Because we sell pet products, certain items may have specific hygiene considerations.

Where permitted by UK law, the statutory change-of-mind cancellation right may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed.

We will not apply a hygiene exception more broadly than permitted by law.

This exception does not remove your statutory rights if a product is faulty, damaged, not as described, or otherwise does not conform to the contract.

4. How to Start a Return

Before returning an item, please contact:

contact@petfura.shop

Once your return request has been reviewed, we will provide the relevant return instructions and, where applicable, the return address.

Please do not send returns to our registered office at 20 Wenlock Road unless our customer support team specifically instructs you to do so.

Items returned without following the provided return instructions may take longer to identify and process.

5. Return Shipping Costs

Change-of-Mind Returns

Where permitted by law and properly disclosed before purchase, the customer may be responsible for the direct cost of returning goods when exercising the change-of-mind cancellation right.

Faulty, Damaged or Incorrect Products

If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us.

Where we are legally responsible for the return, we will provide an appropriate solution and cover reasonable return costs where required by applicable law.

6. Damaged or Incorrect Orders

Please inspect your order after delivery.

If you receive a product that is:

• Damaged
• Defective
• Incorrect
• Missing components
• Materially different from its description

please contact us as soon as reasonably possible at contact@petfura.shop.

To help us investigate, we may ask you to provide:

• Your order number
• Photographs of the product
• Photographs of the packaging
• Photographs of the shipping label
• A description of the issue

We will review the matter and provide an appropriate remedy in accordance with applicable UK consumer law.

7. Faulty Products

Your statutory rights are separate from our change-of-mind return process.

Under UK consumer law, goods supplied to consumers must meet applicable standards, including being of satisfactory quality, fit for purpose where applicable, and as described. Depending on the circumstances and timing, remedies for non-conforming goods can include rejection and refund, repair, replacement, or a price reduction.

Nothing in this policy excludes or limits statutory rights that cannot legally be excluded.

8. Refunds

Once a return has been received, we will inspect or otherwise process it as appropriate.

If a refund is due, it will normally be issued to the original payment method, unless otherwise agreed or required by law.

For a valid exercise of the statutory cancellation right, we will reimburse payments as required under applicable UK consumer law.

We may be entitled to withhold reimbursement until we receive the goods back or you provide evidence that you have returned them, whichever occurs first.

Refunds for returned goods following a valid cancellation generally must be made within 14 days after we receive the goods back or receive evidence that they were returned, as applicable.

After we issue a refund, your bank or payment provider may require additional time to make the funds visible in your account.

9. Original Delivery Charges

Where you validly cancel the entire order under your statutory cancellation right, we will refund the applicable standard delivery charge as required by law.

If you selected a more expensive delivery option than the least expensive standard delivery method we offered, we are generally not required to refund the additional cost of that upgraded delivery service.

10. Non-Returnable Products

Certain products may be exempt from the statutory change-of-mind cancellation right where permitted by law. These can include, depending on the circumstances:

• Personalised or custom-made products
• Goods made to the customer's specifications
• Certain perishable goods
• Sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed
• Other products specifically exempted under applicable UK law

Any applicable restriction should be communicated where relevant.

These exceptions do not remove your rights regarding goods that are faulty or not as described.

11. Exchanges

If you would like another size, colour, or product, please contact us.

Where an exchange is not available, the simplest option may be to return the eligible product in accordance with this policy and place a new order.

12. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible at contact@petfura.shop.

We will make reasonable efforts to process your request before dispatch.

If the order has already been dispatched, you may still have your statutory cancellation rights after receiving it.

13. Refunds to the Original Payment Method

Approved refunds are normally returned to the payment method originally used to make the purchase.

We do not normally issue refunds to a different card, bank account, or payment method unless reasonably necessary and permitted.

14. Contact Us

For questions, cancellations, returns, or refund requests, contact:

PETFURA LTD
Trading as PETFURA
Company Number: 16817346

20 Wenlock Road
London
N1 7GU
United Kingdom

Email: contact@petfura.shop
Phone: +44 7897 011674
Website: PETFURA