Refund policy
Last updated: 1 October 2026
We want you to be happy with your Fur & Fresh order. This policy explains how returns and refunds work. It does not affect your statutory rights under UK consumer law.
Changed your mind? 14-day right to cancel
You can cancel your order for any reason within 14 days of the day you receive it.
- To cancel, email us at kianhenry13@gmail.com with your order number, letting us know you'd like to cancel. Please contact us before sending anything back, as we'll give you the correct returns address.
- Please return the item within 14 days of telling us you want to cancel.
- Items should be returned unused and in their original packaging where possible. You may handle the item as you would in a shop to check it, but we may reduce your refund if it has been used or damaged beyond that.
- For change-of-mind returns, you are responsible for the cost of return postage. We recommend a tracked service, as we can't refund items that don't reach us.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please email us within 30 days of receiving it with your order number and a photo of the problem. We'll offer a replacement or a full refund, and we'll cover any return costs. In many cases we won't need the item back.
Refunds
- Once we receive your return (or evidence that you've sent it back), we'll refund you within 14 days.
- Refunds go back to your original payment method, including the original standard delivery charge (if any).
- If you paid with Klarna, your refund will be processed through Klarna and your payment plan updated accordingly.
Missing or late orders
If your order hasn't arrived within the timeframe in our Shipping Policy, please get in touch and we'll investigate and arrange a replacement or refund.
Contact us
Email: kianhenry13@gmail.com. We aim to reply within 1 to 2 working days.