Refund policy

Return & Refund Policy

Last updated: 8 September 2026

At Furli, we want you to be happy with your purchase. If something is wrong with your order, we will do our best to assist you fairly and efficiently.

This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, and incorrect orders are handled.

1. Return Period

You may request a return within 7 days of receiving your order, unless a different period is required by applicable South African consumer law.

To qualify for a return, the item should:

* Be unused and in its original condition.
* Be returned in its original packaging where reasonably possible.
* Include all accessories, manuals, tags, and parts supplied with the product.
* Include proof of purchase or your order number.

Items that have been heavily used, damaged through misuse, or returned incomplete may not qualify for a refund.

2. How to Request a Return

To request a return, please contact Furli using the contact details provided on our website.

Please include:

* Your full name.
* Order number.
* Product you wish to return.
* Reason for the return.
* Photos or videos if the product is damaged, defective, or incorrect.

Please do not send a return back before contacting us and receiving return instructions.

3. Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within the applicable return period, provided the product meets the return conditions above.

Unless required otherwise by law, the customer may be responsible for return delivery costs on change-of-mind returns.

Original delivery fees may not be refundable where the order was correctly delivered and the return is based only on a change of mind.

4. Damaged or Defective Products

If your product arrives damaged, defective, or not functioning as reasonably expected, please contact us as soon as possible.

We may ask you to provide clear photographs or videos so we can assess the issue.

Where appropriate, Furli may offer:

* A replacement.
* An exchange.
* Store credit.
* A refund.

The available remedy may depend on the nature of the issue and applicable consumer protection laws.

5. Incorrect Items

If you receive the wrong product, size, colour, or quantity due to an error on our side, please contact us as soon as possible.

Where Furli is responsible for the error, we will arrange an appropriate solution and cover reasonable return or replacement delivery costs where applicable.

6. Pet Product Hygiene and Safety

For hygiene and safety reasons, some pet products may not be eligible for return once opened, used, worn, or exposed to an animal, unless the product is defective or applicable law requires otherwise.

This may include items such as:

* Grooming products.
* Feeding products.
* Pet clothing.
* Collars and harnesses.
* Bedding.
* Hygiene products.
* Products that come into direct contact with a pet’s mouth, body, food, or water.

Please check sizes and product specifications carefully before placing your order.

7. Non-Returnable Items

Unless defective or required by law, we may not accept returns for:

* Used or damaged products.
* Products damaged through misuse or incorrect handling.
* Products missing parts or accessories.
* Personalised or custom-made products.
* Items specifically marked as final sale or non-returnable.
* Certain hygiene-sensitive pet products after use or opening.

8. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

If the return is approved, the refund will generally be issued to the original payment method.

Please note that payment providers and banks may take additional time to process and reflect the refund.

9. Partial Refunds

In some cases, only a partial refund may be offered.

This may apply where:

* An item is returned with missing packaging or accessories.
* The product shows signs of use beyond what is reasonably necessary to inspect it.
* The value of the product has been reduced because of the customer’s handling.

Any partial refund will be determined fairly and in accordance with applicable law.

10. Exchanges

Where stock is available, we may allow exchanges for another size, colour, or product.

If the replacement item costs more, the customer may be required to pay the difference.

If it costs less, we may refund or credit the difference where appropriate.

11. Return Shipping

Return delivery costs depend on the reason for the return.

If Furli supplied a damaged, defective, or incorrect product, we may cover reasonable return shipping costs.

For change-of-mind returns, the customer may be responsible for the cost of returning the product unless applicable law provides otherwise.

We recommend using a trackable courier service when returning goods.

Furli cannot be responsible for return parcels that are lost before reaching us.

12. Failed or Refused Deliveries

If an order is returned to us because:

* The customer provided an incorrect address.
* The courier could not reach the customer.
* The delivery was refused.
* The parcel was not collected.

Additional delivery fees may apply if the order needs to be sent again.

13. Order Cancellations

If you wish to cancel an order, please contact us as quickly as possible.

If the order has not yet been processed or dispatched, we will try to cancel it.

Once an order has been dispatched, it may need to be handled as a return.

14. Sale and Promotional Items

Sale or promotional items may still qualify for returns where required by law.

However, certain products may be marked as final sale where legally permitted.

Any specific restrictions will be displayed on the relevant product or promotion.

15. Consumer Rights

Nothing in this policy is intended to remove, restrict, or replace any rights you may have under applicable South African consumer protection law, including the Consumer Protection Act and laws relating to electronic transactions.

Where applicable law provides you with stronger rights than this policy, those legal rights will apply.

16. Contact Us

If you would like to request a return, refund, or exchange, please contact Furli using the details below:

Business Name: Furli
Website: www.furli.co.za
Email: furlicustomers@gmail.com

Please include your order number whenever you contact us so we can assist you faster.