Refund policy
At FURLAVIA, we want customers to have a clear and reliable shopping experience.
30-Day Return Period
Eligible products may be returned within 30 days of delivery.
To be eligible for a standard return, the item should generally be:
- Unused
- Unwashed
- In substantially original condition
- Accompanied by original packaging where reasonably available
- Supported by proof of purchase
For hygiene and safety reasons, products that have been heavily used by an animal may not be eligible for a change-of-mind return unless the product is defective.
This does not affect statutory rights relating to faulty or misdescribed goods.
Starting a Return
To request a return, contact:
Please include:
- Order number
- Item being returned
- Reason for return
- Relevant photographs where the item is damaged or defective
Do not send a return without receiving return instructions where instructions are required.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect item, contact us as soon as reasonably possible.
Please provide clear photographs or other supporting information.
After reviewing the issue, we may provide an appropriate resolution such as:
- Replacement
- Refund
- Partial refund
- Other remedy required by applicable law
Non-Returnable Items
Except where required by law, we may be unable to accept returns for:
- Used products with significant signs of wear
- Products damaged after delivery through misuse
- Items returned outside the applicable return period
- Items specifically marked final sale where legally permitted
- Personalized or customized goods where applicable
Refunds
After an approved return is received and inspected, we will notify you of the refund decision.
Approved refunds will generally be issued to the original payment method.
Financial institutions and payment providers may require additional processing time before funds appear in your account.
Original Shipping Charges
Original shipping fees are generally non-refundable unless:
- The product was defective
- The incorrect product was shipped
- The shipment issue was caused by us
- Applicable law requires otherwise
Return Shipping
Responsibility for return shipping will depend on the reason for the return.
Where the return results from a confirmed defect, incorrect item, or error on our part, we will provide appropriate instructions.
For change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise required by law.
Cancellations
If you wish to cancel an order, contact us as soon as possible.
Orders that have already entered fulfillment or shipment may not be cancellable and may need to be handled as a return.
Consumer Rights
Nothing in this policy limits any mandatory rights available to consumers under applicable law.
Contact
Email: service@furlavia.com
Entity: CAT IS CAT VETERINARY MEDICAL LIMITED
Address: Ground Floor Shop and Cockloft, No. 33 Ki Lung Street, Sham Shui Po, Kowloon, Hong Kong