1. Overview
Because Furs N Feathers is an aggregator, cancellation and refund outcomes depend on the relevant Provider, the type of item or service, and how far along fulfilment is. This policy sets out the common rules; specific terms shown at the time of purchase or in your order or booking details will govern where they differ. Nothing here limits your rights under the Consumer Protection Act, 2019.
2. Marketplace orders (supplies & products)
- Before dispatch: you can cancel an order that has not yet been dispatched from your account orders page for a full refund.
- After delivery: eligible items can be returned within 7 days of delivery if they are unused, in original packaging, and with tags and seals intact.
- Damaged, defective or wrong items: report within 48 hours of delivery with photos; we will arrange a replacement or full refund at no extra cost.
3. Non-returnable items
For hygiene, safety and the welfare of animals, the following are generally not returnable once delivered, unless they arrive damaged, defective or incorrect:
- Opened food, treats, supplements and perishables.
- Medicines and other pharmacy items (see the Pharmacy section).
- Used or opened grooming, hygiene and personal-care products.
- Customised or made-to-order items.
- Live animals, plants and similar perishable goods.
4. Service bookings (grooming, training, boarding, in-clinic)
| When you cancel | Typical outcome |
|---|---|
| More than 24 hours before the appointment | Full refund of any amount paid |
| Within 24 hours of the appointment | Partial refund or rescheduling, at the Provider’s discretion |
| No-show or after the service has started | Generally non-refundable |
Exact windows and fees are shown when you book and may vary by Provider. You can usually reschedule once at no charge subject to availability.
5. Online vet consultations
You may cancel a scheduled online consult for a full refund up to the cancellation window shown at booking. If a consult cannot be completed due to a technical failure on our side or the vet’s unavailability, you are entitled to a re-consult or a full refund. Once a consultation has taken place, the fee is non-refundable.
6. Pharmacy orders
For safety and legal reasons, dispensed medicines generally cannot be returned or refunded once shipped, except where the item is damaged, defective, expired or incorrect. If a prescription cannot be verified or an order is rejected before dispatch, you will receive a full refund. Always check medicines on delivery and report issues within 48 hours.
7. How refunds are issued
- Refunds are made to the original payment method used at checkout.
- Once approved, refunds are typically initiated within 2–3 business days; your bank or payment provider may take an additional 5–7 business days to reflect the amount.
- Delivery or convenience fees may be non-refundable except where an order is cancelled by us or a Provider, or the item was damaged, defective or incorrect.
8. How to request a cancellation or refund
The fastest way is from your account orders and bookings page. You can also reach our support team via the Help Centre or by emailing [email protected] with your order or booking ID. We will keep you updated on the status of your request.