Refund & Cancellation Policy

1. Order Cancellation

1.1 Cancellation by Customer

You may cancel your order under the following conditions:

Cancellation Window	Status	Refund
Within 2 hours of placing order	Order not yet processed	Full refund (if prepaid)
After 2 hours but before shipping	Order confirmed/processing	Full refund (if prepaid)
After order is shipped	In transit	Cancellation not possible; you may refuse delivery or initiate a return after delivery

To cancel an order, please contact us immediately at info@furryjoy.store or call +91 9063113563 with your order number. Cancellation requests are processed on a best-effort basis depending on the fulfilment stage.

1.2 Cancellation by Furry Joy

We reserve the right to cancel an order in the following circumstances:

• Product is out of stock or discontinued after the order was placed
• Pricing or product information error on the Website
• Delivery address is outside our serviceable area (as determined by pincode validation)
• Suspected fraudulent or duplicate orders
• Failure to verify order details when verification is required

If we cancel your order, you will be notified via email and/or phone, and a full refund will be processed if any payment was made.

2. Refund Policy

2.1 Refund Eligibility

Refunds are applicable in the following scenarios:

• Order Cancellation: Cancelled before shipping (as described in Section 1)
• Damaged Product: Product received in a damaged or defective condition
• Wrong Product: Product received is different from what was ordered
• Missing Items: One or more items from your order are missing
• Quality Issues: Product does not match the description or images on the Website
• Approved Return: Product returned within the 7-day return window (see Returns Policy)

2.2 Refund Timelines

Refund Scenario	Processing Time	Credit to Account
Order cancelled (before shipping)	1-2 business days	5-7 business days
Damaged/wrong product (with proof)	2-3 business days after verification	5-7 business days
Approved return (product received back)	3-5 business days after inspection	5-7 business days
COD order cancellation	Not applicable	No charge was collected

2.3 Refund Method

Refunds will be processed through the original payment method:

• UPI Payments: Refunded to the same UPI ID or linked bank account
• COD Orders: If a refund is applicable for a COD order (e.g., partial order cancellation after delivery), the refund will be processed via bank transfer. You will need to provide your bank account details (account number, IFSC code, account holder name).

2.4 Non-Refundable Situations

Refunds will not be provided in the following cases:

• Products returned after the 7-day return window has expired
• Products that have been used, washed, altered, or damaged by the customer
• Products without original packaging or tags (where applicable)
• Pet food items that have been opened (for hygiene and safety reasons)
• Personalised or customised products
• Change of mind or incorrect size selection (unless the product listing was inaccurate)
• Products purchased during clearance sales marked as "non-returnable"

3. How to Request a Cancellation or Refund

To initiate a cancellation or refund request, follow these steps:

• Step 1: Email us at info@furryjoy.store with the subject line "Cancellation Request" or "Refund Request"
• Step 2: Include your order number (e.g., FJ20250207XXXX), registered phone number, and reason for cancellation or refund
• Step 3: For damaged or wrong products, attach clear photographs showing the issue along with the shipping label
• Step 4: Our team will review your request and respond within 24-48 hours
• Step 5: If approved, follow any return shipping instructions provided (for physical returns)

4. Partial Refunds

In certain situations, a partial refund may be issued:

• If only some items in a multi-item order are being cancelled or returned
• If the product shows signs of use but a quality defect is confirmed
• If the original shipping charge was waived due to order value, and the remaining order value falls below the free shipping threshold (Rs. 799), the shipping charge (Rs. 69) may be deducted from the refund

5. Shipping Charges for Refunds

• If the cancellation or return is due to our error (wrong product, damaged product, quality issue), we will bear the return shipping cost.
• If the return is initiated by the customer for reasons other than product defects, the customer may be responsible for return shipping charges.
• Original shipping charges are non-refundable unless the cancellation is due to our error.

6. Dispute Resolution

If you are not satisfied with our resolution of your refund request, you may:

• Escalate the matter to our Grievance Officer at grievance@furryjoy.store
• File a complaint on the National Consumer Helpline at 1800-11-4000 or consumerhelpline.gov.in
• Approach the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019

7. Contact Information

This policy is governed by the laws of India, and any disputes shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana.