At Furbilee, we are committed to providing high-quality pet products and exceptional services for you and your beloved pets. We want you to be completely satisfied with your purchase and experience. This policy outlines the procedures for returns, refunds, and cancellations for both our physical products and our pet-related services.
1. Policy Overview
- Products: We offer refunds or exchanges on most new, unused products returned within 30 days of the original purchase date (or delivery date for online orders).
- Services: Due to the nature of our services (Grooming, Training, Boarding, etc.), refunds are handled differently. We focus on ensuring satisfaction and addressing concerns directly. Cancellations are subject to specific notice periods outlined below.
2. Product Returns & Refunds
- Eligibility Window: You have 30 calendar days from the date of purchase (in-store) or the date of delivery (online orders) to initiate a return for eligible products.
- Condition of Returned Items: To be eligible for a return, products must be:
- Unused and in the same condition that you received them.
- In their original packaging with all tags attached.
- Accompanied by the original receipt or proof of purchase.
- Non-Returnable Items: Certain items are exempt from being returned, including:
- Perishable goods (e.g., certain treats, food unless defective).
- Personalized or custom-made items.
- Gift cards.
- Items marked as “Final Sale” or “Clearance”.
- Items that have been used, washed, or damaged after purchase.
- How to Initiate a Product Return:
- In-Store Purchase: Bring the item(s) and proof of purchase back to our location.
- Online Order: Please contact our Customer Service team at
[email protected]or +1416-887-2052to initiate the return process. Please provide your order number and the reason for the return. We will provide you with instructions on how to send back your item(s).
- Return Shipping (Online Orders): Customers are responsible for paying their own shipping costs for returning items unless the return is due to our error (see Section 4). Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
- Product Refunds:
- Once we receive and inspect your returned item(s), we will send you an email notification regarding the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days. Please note that processing times may vary depending on your bank or credit card issuer.
- If the item is not in its original condition, is damaged, or missing parts for reasons not due to our error, only a partial refund may be granted, or the return may be rejected.
3. Product Exchanges
If you need to exchange a product for a different size or colour (subject to availability), please follow the return process outlined above and indicate that you would like an exchange. Alternatively, the simplest way may be to return the original item for a refund and place a new order for the desired item. Please contact us to discuss the best option.
4. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or not what you ordered, please contact us immediately (within 7 days of receipt) at [email protected] or +1 416-887-2052.
- Provide your order number and photographic evidence of the issue.
- We will arrange for the return of the incorrect/damaged item at our expense.
- You will be offered a choice of a full refund or a replacement item shipped to you at no additional charge.
5. Service Cancellations & Refunds
We understand that plans can change. Please provide as much notice as possible if you need to cancel or reschedule a service.
- Grooming & Training Appointments:
- Cancellation: We require at least 24 hours’ notice for cancellation or rescheduling.
- Late Cancellation/No-Show: Cancellations made with less than
24hours’ notice, or failure to arrive for your appointment, may result in a cancellation fee equivalent to 50% of the service cost, or forfeiture of any deposit paid. - Refunds: Refunds for grooming or training services already rendered are generally not provided. If you are unsatisfied with a service, please contact us within
24hours, and we will work with you to address your concerns, which may include a complimentary touch-up or follow-up session.
- Boarding Reservations:
- Cancellation: Due to the high demand for boarding spots, we require at least 7 days’ notice for cancellations to receive a full refund of any deposit paid.
- Late Cancellation: Cancellations made with less than 7 days’ notice may result in forfeiture of the deposit or a portion thereof, depending on the specific notice period given. Please refer to your boarding agreement for details.
- Early Pick-Up: No refunds or credits are provided for days unused if you pick up your pet earlier than the scheduled departure date.
- Refunds: Refunds for boarding services are typically only provided under the cancellation terms above. Concerns regarding care during boarding should be raised immediately with management.
- How to Cancel a Service: Please contact us directly at
[email protected]or +1416-887-2052to cancel or reschedule any service appointment or reservation.
6. Contact Information
For any questions regarding our Refund and Returns Policy, please contact us:
- Email:
[email protected] - Phone:
+1416-887-2052 - Mailing Address:
120 East Beaver Creek Rd, Suite 205
Richmond Hill, ON L4B 4V1
7. Policy Updates
Furbilee reserves the right to modify this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services or purchase of our products after any changes constitutes your acceptance of the new policy.