Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unopened, unused, with all original packaging and seals intact. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at Support@furmily.my.

Please note that returns will need to be sent to the following address: 24B, Jalan Anggerik Vanilla 31/93, Kota Kemuning, 40460 Shah Alam, Selangor

If your return is accepted, we'll send you instructions on how and where to send your package, along with any applicable shipping details. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Support@furmily.my.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Because of the nature of our products, certain items cannot be returned once opened or unsealed:

• Freeze-dried treats, fish oil, and food toppers — as consumable pet food/perishable goods, these cannot be returned once the vacuum-sealed pack has been opened, for hygiene and safety reasons.
• Custom or personalized orders (such as special orders or bundles made to request).
• Sale items and gift cards are not eligible for return.

Unopened, sealed items in original packaging within the 30-day window remain eligible under the standard policy above. Please get in touch if you have questions or concerns about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not.

If approved, you'll be automatically refunded via your original payment method within 10 business days. Please note it can take some additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at Support@furmily.my.