Refund policy

Returns & Refund Policy – Fur Lane

Last Updated: 28 June 2026

At Fur Lane, we want you and your pets to be happy with every purchase. If something isn't right, we're here to help.

1. Returns

You may request a return within 14 days of receiving your order, provided that the item:

  • Is unused and in its original condition;
  • Includes all original packaging, tags, and accessories;
  • Is not a non-returnable item listed below.

To start a return, please contact our support team before sending any items back.

Email: support@furlane.co.uk

Returns sent without prior approval may not be accepted.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened pet food or treats;
  • Used pet beds, grooming products, or feeding accessories;
  • Personalised or custom-made products;
  • Clearance or final-sale items;
  • Gift cards.

This does not affect your statutory rights if an item is faulty, damaged, or not as described.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number;
  • A description of the issue;
  • Clear photographs of the item and packaging.

Where appropriate, we may provide a replacement, store credit, or a full refund.

As our products are fulfilled through trusted partners, including Zendrop, some claims may require verification with our fulfilment providers before a resolution is issued.

4. Lost Packages

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will work with our shipping and fulfilment partners to investigate the issue and, where appropriate, provide a replacement or refund.

5. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank or card provider.

Original shipping costs are non-refundable unless:

  • The item was faulty;
  • The wrong item was sent;
  • The product was not as described; or
  • We are otherwise required to refund them under applicable law.

6. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item is defective;
  • The item arrived damaged;
  • An incorrect item was received; or
  • Applicable consumer protection laws require otherwise.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

7. Order Cancellations

Orders may be cancelled before they enter processing.

Once an order has been processed or dispatched through our fulfilment partners, including Zendrop, cancellation may no longer be possible.

Please contact us as soon as possible if you need to amend or cancel an order.

8. Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Customers in the United Kingdom and European Union may have the legal right to cancel eligible online purchases within 14 days of receiving their goods, subject to certain exceptions.

Contact Us

Fur Lane
Email: support@furlane.co.uk

We're always happy to help and will do our best to resolve any issues quickly and fairly.