Refund policy

Returns & Refunds Policy

14-Day Return Window We want you and your pet to be completely satisfied with your purchase. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for a Return To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return & Shipping Costs To start a return, please contact us at info@furvioshop.com. If your return request is accepted, we will provide you with the exact return address and further instructions. Important: We do not provide pre-paid return shipping labels. Customers are completely responsible for paying all return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues (Simplified Resolution) Please inspect your order upon reception. If the item is defective, damaged, or if you received the wrong item, contact us immediately at info@furvioshop.com with clear photos or a short video of the issue. We will evaluate the problem and make it right swiftly by issuing a refund or sending a free replacement—often without requiring you to ship the defective item back.

Exceptions / Non-Returnable Items Certain types of items cannot be returned to ensure the health and safety of all pets. These include perishable goods (such as pet treats or food), personalized items (such as custom name tags), and sanitary goods. Please get in touch if you have questions about your specific item. We also cannot accept returns on sale items or gift cards.

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.

European Union 14-Day Cooling Off Period If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the original condition, and you are responsible for the return shipping costs.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@furvioshop.com.