Política de reembolso

 

Preamble

All references hereunder to 'you' and/ or 'your' are intended to mean you as the paying customer to our online store located at www.furbabyfriend.com and its associated social media shop pages (the 'Site').

All references to 'we', 'our' and/or 'us' are intended to mean Furbaby Friend Gifts and/or our business suppliers.

Returns, Replacements, Cancelations and Exchanges

We provide full refunds for items which are (1) undelivered, (2) discovered upon receipt to be damaged in transit, (3) defective, or become defective within 30 days of receipt, or (4) not as described.  We are also happy to provide free returns/ exchanges where there has been a change of mind by the customer. The outward postage however will not be refunded in this scenario.  

We do not  provide refunds for masks in cases where the user subsequently contracts any form of respiratory condition. This is because all of our masks are fully compliant with global health community recommendation and understanding to date.

All orders are despatched from our warehouse within 12 hours of payment being received. The order cannot therefore be cancelled after this time. Please therefore ensure that the address details you provide are correct. No changes can be made to the address once the order has left the warehouse. Refunds will not be given for failed deliveries due to incorrect address details provided to us by the customer.  The customer will be asked to pay 30% of the replacement costs should they request a replacement due to a failed delivery as a direct result of the item being undeliverable due to an address error made by them. 

Our return policy lasts 30 days. If 30 days have gone by since the delivery of your order, unfortunately we can’t offer you a refund, replacement or exchange. 

For hygiene reasons, returns and exchanges cannot be made for face masks and earrings. We also cannot accept returns for the mugs due to the high risk of damage in transit.

Refunds, to include original postage charges, will be given for defective items or items damaged in transit upon receipt of satisfactory photographic evidence. If we are unable to determine the extent of the damage, we may ask you to return it for closer inspection. If we agree that the item is defective/ damaged at that stage, your refund will be processed. 

If you wish to return/ exchange an unwanted item due to a change of mind, the item must be returned in its original packaging after contacting us for the applicable returns label. To obtain the return address, please contact us at help@furbabyfriends.co.uk. Please also refer to the Refund Process below. Simply refusing delivery via the courier will not result in the item being returned to us and as such, no refund will be provided.

Other than where the item is faulty/ defective, if you wish to return any item purchased within the Buy 2 Get 1 Free range, we will only be able to refund one third of your whole order cost, excluding shipping. Equally, should you wish to return 2 items bought within this range, we will only be able to refund two thirds of your whole order cost, excluding shipping. Where any item purchased within the Buy 2 Get 1 Free offer is found to be faulty/ defective, we will replace that item free of charge. Refunds are not permitted in view of the discount. The same pro rata conditions apply to our Buy 3 Get 1 Free offers.

Damaged Packaging

We recognise that many customers buy our products as gifts. Should the inner packaging be damaged in transit to the extent that it is received in a condition reasonably deemed unfit for gifting, we will reimburse the original postage charges paid upon receipt of satisfactory photographic evidence of the damage.

Returns - General

To be eligible for a refund or exchange, please contact us via our online store contact form, or our email address to confirm your wish for either a refund or exchange in the first instance. If your order concerns a faulty product, we will ask you for photographs so we can make an initial assessment and advise you of the appropriate return address, if applicable. Your item must be returned to us in the same unused condition that you received it. It must also be in the original packaging. We will provide you with a free returns label and we will process your refund upon receipt of the undamaged item. The item must be returned within 30 days of original receipt. For this, please ensure you provide us with a certificate of postage.

So that we can process your refund or exchange, it is important that you include within the package your name, address, order number and date the order was placed with us. If you wish to receive an exchange (as opposed to a refund) please state this within your return note.

We will send you an email to notify you once your item has been received. Once your returned item is inspected by our manufacturer, we will send you another email confirming whether your request for an exchange/ refund has been rejected/approved.

If you are approved for a refund, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please note that refunds may take up to 28 days depending on your credit card supplier and/or bank.

If approved for a refund, please note that we are only permitted to credit the account from which the payment was originally made. For example, PayPal payments will be returned to your PayPal account. Credit / debit card payments will be refunded to your credit/debit card, and so on. We will also refund the shipping on all approved defective/damaged items. 

Order Cancellations

An order cannot be cancelled and a refund cannot be given once the product has been despatched from the warehouse, which typically occurs 24 hours after an order is placed with us. After this time, we will be unable to retrieve them. Please there contact us by email before deciding whether to cancel your order to ensure it has not already left our warehouse.

Refunds for Shipping Delays

The delivery estimates given in our shipping policy are intended as guidance only. They are not guaranteed. Delays can occur at any stage due to customs issues, freight loading issues, labelling issues etc and as such are outside of our control.

Refunds will not be given for deliveries which take longer than the estimated time given, unless - 

(i) the tracking (or local post office) advises that the item cannot be delivered/ has been returned to sender, or

(ii) the postal service operator confirms that they can no longer locate the whereabouts of the package, or

(iii) there has been no movement on the tracking information for over 21 calendar days, or

(iv) 14 working days have passed since the maximum estimated delivery date and the item has still not arrived.

 

Refunds for Missed Deliveries

It is your obligation to make all reasonable attempts to either rearrange a delivery with your/ the recipient's local postal depot, or collect your package in person from the designated local delivery depot where an order cannot be delivered directly to you/ the recipient for whatever reason. Please note that photo ID is usually required by the local delivery depot before the package can be released.

It is your responsibility to regularly check the tracking link emailed to you to avoid missed or failed deliveries and contact your local post office to assist them where applicable. For more information, please see our Shipping Policy. 

We do not provide a refund if you fail to collect your item from the delivery depot of your national delivery service within the prescribed period for collection of such items (as stated on your domestic delivery service website), and it is returned to us as a direct result.  Replacements will however be offered in such cases at our discretion. 

Refunds for non Deliveries

We cannot provide refunds/ replacement for non deliveries after the expiry of 6 months from the date of the order being placed. This is because the tracking number will have expired rendering us unable to investigate.  Please therefore ensure that you check the tracking information regularly (at least once a week) and notify us should an issue or alert arise on the tracking so we can address this for you.

If your order is returned to us due to your failure to collect your item from the post office, we will only be able to offer you a refund once the item has been received back at our warehouse, which may take several weeks. The refund at that stage will be exclusive of any outward shipping charges.

Please note that we do not provide refunds where the order cannot be delivered due to incorrect address details provided to us at the time the order was placed. It is your duty as the customer to check the order confirmation email and ensure that all details provided are correct and advise us within 24 hours of receiving this notification should any details be incorrect.  We will however issue a free replacement to you following receipt of the confirmed corrected shipping address by you. Customers must pay the cost of the replacement shipping.

Force Majeure

By virtue of both contract and common law, we cannot be held liable for delivery failure or delays if such failure or delay is due to the occurrence of an unforeseeable act or event which is beyond our reasonable control  ("Force Majeure Events").

Acts or events constituting Force Majeure Events shall include, but not limited to Act of God, government intervention, directives or policies.

If affected by a Force Majeure Event, we shall notify you as soon as reasonably practicable after commencement of a Force Majeure Event or the point at which it is brought to our attention (whichever is the earliest).

It is your/ the recipient's obligation to make all reasonable attempts to either rearrange a delivery with your/ their local postal depot, or collect your/their package in person from the designated local delivery depot where an order cannot be delivered directly to you/ the recipient due to a Force Majeure Event.

Gift Receipt

A gift receipt will allow the recipient to return or exchange the product without informing or obtaining the original purchaser's consent. This is useful for birthday/ Christmas presents where it may be awkward for the recipient to reveal that they may have preferred a different item.  Please contact us for a gift receipt should you like this to be offered to the recipient.

Returning Gifts

In the absence of a gift receipt, we can only issue refunds to the person who made the purchase.  If the recipient of the item wishes to return/ exchange the item, they will have to follow the same returns process as set out above.

Return Process

Non-Defective Items:

Returns are free but the returns process must be commenced within 30 days of receipt of the item. Please contact us for a returns label. You must then notify us once the item has been dropped off and scanned by your local post office or returns depot.  Your refund will be processed upon safe receipt, assuming the item has arrived with us undamaged. Please therefore ensure it has been appropriately packaged in the original packaging.

Defective/Damaged Items:

Should your item be discovered as damaged/ defective upon receipt, please contact us within 7 days of receipt of the item, clearly showing and describing the defect/ damage with the use of appropriate photos. The damage must go beyond merely damaged external packaging.   We will then be able to assess your suitability for refund. Should we be unable to determine this from your photographs, we may need you to return your item to us for inspection. 

If we agree the item to be damaged/ defective, we will refund all your shipping and purchase costs (both original and return costs).