Returns & Exchange Policy

1. Return Window

We offer a 7-day return window from the date of delivery. To be eligible for a return, you must initiate the return request within 7 calendar days of receiving your order.

The date of delivery is determined based on the delivery confirmation provided by our logistics partner. If you believe the delivery date recorded is incorrect, please contact us with supporting details.

2. Return Eligibility

2.1 Products Eligible for Return

• Products received in a damaged or defective condition
• Products that are materially different from the description or images on the Website
• Wrong product delivered (different from what was ordered)
• Missing items from the order
• Products with manufacturing defects
• Unused, unworn products in original packaging with all tags attached (for non-defect returns)

2.2 Products Not Eligible for Return

• Pet Food & Treats: Opened food items, treats, or supplements (for hygiene and safety reasons)
• Used Products: Items that have been used, washed, altered, or show signs of wear
• Damaged by Customer: Products damaged due to misuse, negligence, or improper handling by the customer
• Missing Packaging: Items returned without original packaging, tags, or accessories (where applicable)
• Personalised Items: Custom-made or personalised products
• Clearance Items: Products marked as "non-returnable" or "final sale" at the time of purchase
• Products returned after 7 days from the date of delivery

3. How to Return a Product

Follow these steps to initiate a return:

4. Exchange Policy

We offer exchanges subject to product availability. Exchanges can be requested for:

• Wrong size received (if size variants are available)
• Wrong colour received (if colour variants are available)
• Defective product (replacement with the same product)

To request an exchange, follow the same return process outlined above and mention "Exchange" in your email subject. If the desired variant is not available, we will process a refund instead.

5. Return Shipping Costs

Return Reason	Shipping Cost
Damaged/defective product received	Borne by Furry Joy (we arrange pickup or prepaid label)
Wrong product delivered	Borne by Furry Joy
Product does not match description	Borne by Furry Joy
Customer preference (change of mind, size issue)	Borne by Customer

6. Refund Processing

Once a return is approved and the product is received and inspected:

• Refund Processing Time: 3-5 business days after successful inspection
• Credit to Account: Additional 5-7 business days depending on your bank/payment provider
• Refund Method: Refund is credited through the original payment method. For COD orders, refund will be via bank transfer (bank details required).

For complete refund timelines and conditions, please refer to our Refund & Cancellation Policy.

7. Condition of Returned Products

Returned products must meet the following conditions for a refund or exchange to be approved:

• Product must be unused, unworn, and in the same condition as received
• Original packaging must be intact (box, poly bag, tags, accessories)
• Any free gifts or promotional items included with the order must also be returned
• Product should not have been altered, washed, or ironed

If the returned product does not meet these conditions (except for cases of damage/defect), we reserve the right to reject the return and ship the product back to you at your cost.

8. Frequently Asked Return Questions

Can I return part of my order?

Yes, you can request a return for individual items within a multi-item order. Each item will be assessed independently for return eligibility.

What if I received a damaged package?

If the outer packaging is visibly damaged upon delivery, we recommend refusing the delivery. If you accept the delivery and find the product damaged inside, contact us within 48 hours with photographs.

How long does the entire return process take?

From initiating a return request to receiving your refund, the typical timeline is 10-15 business days. This includes: approval (1-2 days), return shipping (depends on location), inspection (3-5 days), and refund processing (5-7 days to credit).

What if my return request is rejected?

If your return request is rejected, we will provide a clear explanation. If you disagree with the decision, you may escalate the matter to our Grievance Officer or file a complaint with the National Consumer Helpline at 1800-11-4000.

9. Seller Information

10. Dispute Resolution

If you are not satisfied with the resolution of your return request:

• Contact our Grievance Officer at grievance@furryjoy.store. We will acknowledge your grievance within 48 hours and aim to resolve it within 30 days.
• File a complaint on the National Consumer Helpline: 1800-11-4000 or consumerhelpline.gov.in
• Approach the Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.

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.