Last updated: 16/09/2025

At Furfriends Collective, we stand behind the quality of our products and want you to be completely satisfied with your purchase. This policy outlines our return and refund procedures for different scenarios.

Quality Issues & Manufacturing Defects

We take full responsibility for any manufacturing defects, printing errors, or items damaged during shipping. If you receive a product that is:

• Misprinted or incorrectly designed
  Damaged during transit
  Defective in material or construction
  Significantly different from the product description

We will provide a free replacement or full refund at no cost to you.

To report a quality issue:

• Contact us within 7 days of receiving your order
• Provide your order number and a detailed description of the issue
• Include clear photos showing the defect or damage
• We will review your case and respond within 1-2 business days

You are not required to return defective items to us.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Items damaged by normal wear and use
• Products returned after 7 days
• Items not in original condition (worn, washed, or altered)

Change of Mind Returns

While we don’t offer returns for buyer’s remorse, we understand that sometimes preferences change. In these cases:

• We cannot offer refunds for items you simply don’t want anymore
• Consider gifting the item to someone who might enjoy it
• Contact us if you’d like to exchange for store credit (subject to approval)

Shipping Address Issues

Incorrect Address: If your order is returned due to an incorrect or incomplete shipping address:

• We’ll hold your package for 30 days at no charge
• Reshipping requires confirmation of the correct address
• Reshipping costs will apply and must be paid before we can resend your order

Tip: Always double-check your shipping address at checkout to avoid delays and additional costs.

Lost or Undelivered Packages

If your order shows as delivered but you haven’t received it:

• Check with neighbors and around your property
• Contact the shipping carrier using the tracking number provided
• Wait 3-5 business days as packages sometimes arrive late
• Contact us within 30 days of the estimated delivery date

We’ll work with the carrier to locate your package and provide a replacement if necessary.

Return Process

To initiate any return or exchange:

Email us at returnandrefund@furfriendscollective.com with:

• Order number
• Reason for return
• Photos (if applicable)

Wait for approval and return instructions
Ship the item back using the method we specify
Receive your refund/replacement within 5-10 business days after we process your return

Refund Processing

Refunds are processed to your original payment method
Processing time: 5-10 business days after we receive and approve your return

⚠️ CRITICAL NOTICE: All orders enter production within 24-48 hours of placement. Once production begins, NO changes, cancellations, or modifications are possible due to our print-on-demand manufacturing process.

Pre-Production (First 24-48 Hours)

• Free Changes & Cancellations
• Full refund available if cancelled before production starts
• Free modifications to size, color, design, or shipping address
• Order verification period – double-check all details during this window
• Production status updates sent via email to keep you informed

How to make changes: Contact us immediately at returnandrefund@furfriendscollective.com with your order number.

Post-Production Policies

Unlike traditional retail where products sit in warehouses ready to ship, your item doesn’t exist until you order it. When you place an order with us, we send the specifications to our production partners who then:

• Create your specific design on the chosen product
• Print/embroider your item using specialized equipment
• Quality check the finished product
• Package and ship directly to you

This means every order is custom-made specifically for you.

Once your order enters production, the following policies apply:

1. Customer-Requested Cancellations After Production

We understand circumstances change, but production costs are non-recoverable.

Policy:

• No refunds available once production begins
• Coupon code of 50% OFF on your next purchase as goodwill gesture (valid for 90 days)
• Order continues to ship – you may gift it or donate it
• One-time courtesy per customer account

Why 50%? Production, materials, and shipping costs are already committed and cannot be recovered.

2. Wrong Size/Color Requested After Production

If you realize you ordered the wrong size or color after production starts:

Policy:

• Original order cannot be changed and will ship as ordered
• Coupon code of 20% OFF on replacement on the same product if you want the correct item
• Keep both items (original + discounted replacement)
• No additional refunds on either order

3. Change of Mind/Buyer’s Remorse

We understand online shopping can lead to second thoughts:

Policy:

• Coupon code of 20% OFF on your next purcahse (valid for 90 days)
• Order ships as placed – consider it for future gifting
• No cash refunds due to committed production costs
• Coupon code can be combined with future purchases

Coupon code Benefits:

• 12-month validity from issue date
• Stackable with discounts and promotions
• Transferable to friends/family (contact us to transfer)
• Can be used for shipping costs (Express Shipping and Priority Express)
• Email reminder sent 30 days before expiration

Customer Responsibilities

Before Ordering:

✅ Double-check all details – size, color, design, address

✅ Review size charts carefully – we provide detailed measurements

✅ Verify shipping address – we cannot redirect shipped orders

✅ Check email for order confirmation – respond within 24 hours if changes needed

After Ordering:

✅ Monitor email for production and shipping updates

✅ Report issues promptly within specified timeframes

✅ Provide photos for quality claims

✅ Follow return procedures exactly as outlined

What We Cover vs. What We Don’t

✅ We Cover (Full Resolution):

• Manufacturing defects and misprints
• Shipping damage or lost packages
• Wrong items sent by us
• Production delays beyond stated timeframes

❌ We Don’t Cover (Limited/No Refunds):

• Customer change of mind after production
• Wrong size/color selected by customer
• Delayed delivery due to incorrect address provided
• Normal color variations in printing process
• Customer damage after delivery

Why These Policies?

• Transparency: Print-on-demand means your items are made specifically for you. Once production starts, stopping it creates unavoidable costs.
• Fairness: We share the cost burden of post-production changes rather than placing 100% on either party.
• Quality Guarantee: We stand behind our production quality 100% – manufacturing issues are always our responsibility.
• Customer Service: We offer reasonable alternatives and store credits to maintain goodwill even when full refunds aren’t possible.

Remember: The best way to avoid issues is careful ordering. Use our 24-48 hour pre-production window to make any changes – it’s completely free and stress-free for everyone!