Welcome to Furry in Swag! We want your pet to have gear that fits well and holds up — and we want you to shop with confidence. This policy explains how order cancellations, returns, exchanges, and refunds work for purchases made on our website. By placing an order with us, you agree to the terms below.
1. Definitions
• Customer / You / Your — Anyone who places an order with Furry in Swag.
• Order — A confirmed purchase placed through our website.
• Dispatched — The point at which your order has been packed and handed over to our courier partner.
2. Order Cancellation
2.1 Customer-Initiated Cancellation
You may cancel your order anytime before it is dispatched. To cancel, contact us at contact@furryinswag.com with your Order ID, and we’ll process it promptly.
2.2 Post-Dispatch Cancellation
Once an order has been dispatched, it cannot be cancelled. You may still be eligible for a return/exchange after delivery, as per Section 3.
2.3 Cancellation by Furry in Swag
We reserve the right to cancel an order in cases of stock unavailability, pricing errors, suspected fraud, or other exceptional circumstances. If this happens, you will receive a full refund to your original payment method.
3. Returns & Exchanges
3.1 Eligibility
To be eligible for a return or exchange:
• The request must be raised within 10 days of delivery.
• The product must be unused, undamaged, and in its original condition — with tags, packaging, and accessories intact.
3.2 Non-Returnable Items
For hygiene reasons, the following items are not eligible for return or exchange:
• Dog beds and mats
• Any product that has been used, washed, or altered
• Items damaged due to misuse or normal wear and tear
• Products returned without original packaging, tags, or accessories
Collars and leashes are eligible for return/exchange if they meet the conditions in Section 3.1 (unused, in original packaging, within 10 days).
3.3 How to Request a Return or Exchange
Email us at contact@furryinswag.com with:
• Your Order ID
• The product(s) you’d like to return/exchange
• Reason for the request, along with photos (if the item is damaged or defective)
Our team will review your request and confirm eligibility within 24-48 hours.
3.4 Inspection & Approval
Once we receive the returned product, our team will inspect it to confirm it meets the eligibility conditions above before approving the return/exchange.
4. Replacements
Replacements are provided only for items that arrive damaged, defective, or incorrect. Once approved:
• We’ll ship a replacement within 3-5 business days, subject to availability.
• If the item is out of stock, we’ll offer a refund instead.
5. Refund Process
• Once your return is received and approved, we will process your refund to your original payment method.
• Refunds typically take 5-8 business days to reflect, depending on your bank or payment provider.
• For Cash on Delivery (COD) orders, refunds will be processed via bank transfer — you may be asked to share your bank details for this purpose.
6. Undelivered or Lost Orders
If your order hasn’t arrived within the estimated delivery window, contact us with your Order ID and delivery details. If the courier confirms the shipment is lost, we will offer a replacement or full refund, based on availability and your preference.
7. Damaged or Defective Products
If you receive a damaged or defective item, please report it within 24 hours of delivery, along with clear photos of the product and packaging. We’ll resolve it quickly with a replacement or refund, at no extra cost to you.
8. General Conditions
• Items returned without prior authorization, after the 10-day window, or not meeting the conditions in Section 3 will not be accepted and will be sent back to the customer.
• Furry in Swag reserves the right to review and apply this policy at its discretion in specific cases.
9. Contact Us
For any queries related to cancellations, returns, exchanges, or refunds:
Email: contact@furryinswag.com
Address: Tuglakabad, South East Delhi, Delhi – 110044, India