Refund policy

Return & Refund Policy

Last updated: 28 October 2026

At The Furry Kids Shop, we want you and your furry kids to be happy with every purchase. πŸΎπŸ’— If something isn’t right with your order, we’re here to help.

1. Returns

You may request a return within 7 days of receiving your order, provided that:

  • The item is unused and in its original condition.

  • The item is in its original packaging, where applicable.

  • The item has not been damaged, altered, washed or used.

  • You can provide your order number or proof of purchase.

Please contact us before sending anything back. Unauthorised returns may not be accepted.

2. Damaged or Incorrect Items

Eish! 😩 If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.

Send us:

  • Your order number

  • A description of the problem

  • Clear photos or videos showing the damage or incorrect item

  • Photos of the packaging if it arrived damaged

Once we have reviewed the issue, we will let you know what the next step is.

Where the item is confirmed to be faulty or incorrectly supplied, we will arrange an appropriate solution, which may include a replacement, repair or refund.

3. Change of Mind

If you simply change your mind about your purchase, you may request a return within 7 days of delivery, provided the product is unused, undamaged and in its original condition.

Return shipping costs for change-of-mind returns are the customer's responsibility.

Any original delivery fees are generally non-refundable unless otherwise required by applicable South African law.

4. Items That Cannot Be Returned

For hygiene and safety reasons, certain pet products may not be eligible for return once opened or used.

This may include products such as:

  • Grooming tools that have been used

  • Pet brushes or combs that have been used

  • Pet hygiene products

  • Items that have been damaged through use

  • Personalised or specially made items

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed using the original payment method where possible.

Please allow reasonable processing time for the refund to reflect in your account, depending on your payment provider or bank.

6. Exchanges

If you would like to exchange an item, please contact us first.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or another suitable solution.

7. Return Shipping

If the return is due to a confirmed faulty, damaged or incorrectly supplied item, The Furry Kids Shop will assist with the return arrangements as appropriate.

For change-of-mind returns, the customer is responsible for the applicable return shipping costs.

8. Late or Missing Refunds

If you have been approved for a refund but have not received it, please first check your bank account or payment provider.

If the refund is still not showing, contact us and we will assist you.

9. Contact Us

For any return or refund enquiries, please contact:

The Furry Kids Shop
πŸ“§ [Your Store Email Address]

Please include your order number in your message so that we can assist you as quickly as possible.

Let's Keep Those Tails Wagging! πŸΆπŸ±πŸ’•

We want your shopping experience with The Furry Kids Shop to be lekker, simple and stress-free. If something goes wrong with your order, give us a shout and we'll do our best to help.