Refund & Returns Policy

Last updated: 24 October 2026

At Furry Nook, we want you and your furry companions to be delighted with every purchase.

If something isn't quite right, we're here to help.

14-Day Cancellation Right

For most online purchases, customers have a legal right to cancel their order within 14 days of receiving their goods, without giving a reason.

To exercise this right, please contact us before the cancellation period expires.

You must then return the goods within 14 days of notifying us of your cancellation.

Return Conditions

When cancelling an order, you may inspect products as you would reasonably be able to in a physical shop.

Please return items with their original accessories and packaging where reasonably possible.

We may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

Return Shipping

Unless otherwise stated or required by law, customers are responsible for the direct cost of returning unwanted items.

We will provide return instructions when you contact us.

Refunds

Where you exercise your statutory cancellation right, we will refund the relevant product price and standard outbound delivery charge, where applicable.

Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will be made using the original payment method unless otherwise agreed.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and photographs where available.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected.

Where goods are faulty or do not match their description, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

We will cover reasonable return costs where required by law.

Non-Returnable Items

Certain products may be exempt from the change-of-mind cancellation right under applicable law, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be explained where relevant.

These exceptions do not remove your statutory rights regarding faulty or misdescribed goods.