Refund Policy

Customers may request a refund or replacement if the product received meets any of the following conditions:

If the product delivered has already passed its expiration date at the time of delivery, customers are eligible to request a refund or replacement.

If the product appears to be spoiled, contaminated, or defective upon opening, please notify us immediately. Examples may include unusual odor, abnormal texture, visible mold, or product condition that suggests the product is unsafe for consumption.

Furmily freeze-dried treats are typically produced in natural chunk sizes. However, due to the nature of freeze-dried products, some breakage during processing, packaging, or shipping may occur.

If the product received contains a significant amount of excessively small bite-sized fragments or crushed pieces, customers may request a review for refund or replacement.

Please note that minor breakage or small fragments are considered normal and do not qualify for refund.

All refund or replacement requests must be submitted within 48 hours of receiving the product.

Requests made after this period may not be accepted as we cannot guarantee the product condition after extended handling or storage.

To submit a refund request, please contact our customer support and provide the following information:

• Order Number
• Product Name
• Clear photos or videos of the product showing the issue
• Photos of the packaging and expiry date
• A brief description of the problem

This information helps our team investigate and process your request efficiently.

Once your request is received, our team will review the provided information and determine whether the issue qualifies under our refund policy.

If the claim is approved, Furmily Pet may offer one of the following solutions:

• Product replacement
• Store credit
• Partial or full refund

The final decision will depend on the nature of the issue and the condition of the product.

Refunds or replacements will not be granted under the following circumstances:

• Requests submitted after 48 hours of delivery
• Products that have been fully consumed
• Damage caused by improper storage or handling
• Product condition altered after delivery
• The pet does not like the product
• Minor product breakage that naturally occurs during shipping
• Issues not supported by sufficient photo or video evidence

Customers are responsible for proper storage of pet treats after receiving the product.

Products should be stored in a cool, dry place and sealed properly after opening. Improper storage conditions may affect product quality and will not qualify for refund.

If a refund is approved, it will be processed through the original payment method whenever possible.

Depending on the payment provider or bank, refund processing may take 5–14 business days to appear in your account.

Furmily Pet reserves the right to update, modify, or change this Refund Policy at any time without prior notice. Customers are encouraged to review this page periodically.

If you have any questions regarding this Refund Policy or require assistance with your order, please contact our customer support team.