Refund policy

Applies to all orders. Sections B and C add rights for customers in the United Kingdom and Australia. Where those sections give you more rights than Section A, they apply.

Restocking fee, at a glance: a 20% restocking fee applies to change-of-mind returns from the United States and Australia only. It never applies to faulty, damaged or not-as-described items in any country, and it never applies to UK cancellations.

Seller: Fin & Fur Design LLC, 6926 Brackin Rd SE, Alexandria, MN 56308, USA · finandfurdesign@gmail.com (email is the fastest way to reach us).
Orders shipped to the United Kingdom and Australia are sold through Shopify Managed Markets. For those orders, Global-e (Global-e US Inc.) is the merchant of record: it sells the goods to you on our behalf and collects payment, duties and taxes. Global-e's Terms of Sale and Privacy Policy are shown at checkout and also apply. Returns and refunds are handled by us under this policy; contact us first by email.

A. Standard returns (United States orders)

  1. Window: returns are accepted within 14 days of delivery. Items must be unused and in original condition and packaging.
  2. How to start a return: email finandfurdesign@gmail.com with your order number and the item(s) you want to return. We'll confirm the return, and you send it to Fin & Fur Design LLC, 6926 Brackin Rd SE, Alexandria, MN 56308, USA.
  3. Return shipping: you pay return shipping for change-of-mind returns. We pay return shipping if the item is faulty, damaged, or not what you ordered.
  4. Restocking fee: a 20% restocking fee applies to change-of-mind returns. It's 20% of the price paid for the returned item(s), excluding shipping, and is deducted from your refund. No restocking fee applies to items that are faulty, damaged or not as described.
  5. Refund: issued to your original payment method within 7 business days of receiving and inspecting the return.
  6. Personalised items made to your own specification (for example, names or text you supplied) can't be returned for change of mind. They can always be returned if faulty.
  7. Damaged or faulty items: email us with photos as soon as possible after delivery. We'll repair, replace or refund, cover the return shipping, and charge no restocking fee.

B. Customers in the United Kingdom

Your right to cancel (Consumer Contracts Regulations 2013)

  • You may cancel your order within 14 days, starting the day after you (or someone you name) receive the goods. If your order arrives in separate deliveries, the period runs from the day after the last delivery. You don't need to give a reason.
  • How to cancel: tell us clearly by email (finandfurdesign@gmail.com) or by post (address above). You can use the model cancellation form below, but you don't have to.
  • Sending the goods back: return them to Fin & Fur Design LLC, 6926 Brackin Rd SE, Alexandria, MN 56308, USA within 14 days of telling us you're cancelling.
  • Return costs: you pay the direct cost of returning the goods when you cancel for change of mind. Returns go to our address in the United States, so you'll need to send them by international post or courier. We recommend a tracked service.
  • Refund: we refund all payments received from you, including the standard delivery charge you paid. We don't refund any extra cost of a more expensive delivery option you chose. We refund within 14 days of receiving the goods back, or of you providing evidence that you sent them back, whichever is earlier. The refund goes to your original payment method at no fee to you.
  • No restocking fee applies to UK cancellations or to UK returns of faulty or not-as-described goods. The 20% restocking fee in Section A does not apply to UK customers. We may reduce your refund only for any loss in value caused by handling the goods more than was necessary to establish their nature, characteristics and functioning.
  • Exception: goods made to your specifications or clearly personalised can't be cancelled for change of mind.

Faulty or not-as-described goods (Consumer Rights Act 2015)

Goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery you can reject faulty goods for a full refund.
- After that (or if you prefer), you can ask for a repair or replacement. If that doesn't fix the problem, you can get a price reduction or a refund.
- For faults that appear within 6 months of delivery, it's assumed they were present at delivery unless we prove otherwise.
- We pay the return costs for faulty or not-as-described goods, and no restocking fee applies.

Your statutory rights: this policy doesn't affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Model cancellation form (UK)

To: Fin & Fur Design LLC, 6926 Brackin Rd SE, Alexandria, MN 56308, USA — finandfurdesign@gmail.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

C. Customers in Australia

Australian Consumer Law statement:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • Faulty, damaged or not-as-described goods: email us. Your remedies come from the consumer guarantees above, not from this store policy. We cover the reasonable cost of return shipping, and no restocking fee applies.
  • Change of mind: as a store policy (in addition to your rights above), we accept change-of-mind returns within 14 days of delivery. Items must be unused and in original condition and packaging, and are returned to Fin & Fur Design LLC, 6926 Brackin Rd SE, Alexandria, MN 56308, USA. You pay the return shipping, and a 20% restocking fee (20% of the price paid for the returned item(s), excluding shipping) is deducted from your refund. This fee applies only to change-of-mind returns, where the goods have no problem and you've simply changed your mind. It never applies where goods have a major or minor failure, aren't of acceptable quality, don't match their description, or aren't fit for a purpose you told us about.
  • Nothing in this policy, including the change-of-mind terms and restocking fee, excludes, restricts or modifies your rights under the Australian Consumer Law.

D. Refused or undeliverable international shipments

Duties and taxes on UK and Australian orders are paid at checkout, so there's nothing to pay on delivery.

If you refuse a parcel, don't collect it from the carrier, or it can't be delivered because the address you gave was incorrect or incomplete, the carrier returns it to us. Once it's back with us, we refund you as follows:

  • Australia: we refund the price of the goods, less only the original outbound shipping cost we paid to send the parcel to you.
  • United Kingdom: we treat a parcel that is refused, not collected, or undeliverable because of an incorrect address you gave as a cancellation under Section B. We refund all payments received from you, including the standard delivery charge you paid, less the actual cost the carrier charged us to return the parcel to us. This is the direct cost of returning the goods, which you bear when you cancel. Your other rights under Section B still apply.
  • Duties and taxes: any import duties and VAT/GST you paid at checkout are refunded under Global-e's refund process as merchant of record for UK and Australian orders.

When we don't deduct anything: no shipping or return cost is deducted, and you get a full refund (or a free replacement if you prefer), if the goods are faulty, damaged or not as described (including a parcel you refuse because it arrives visibly damaged), or if the parcel is lost, delayed or returned because of a carrier error or our error (for example, a mislabelled parcel, or the carrier failing to deliver to the correct address you gave). Nothing in this section limits your rights under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or the Australian Consumer Law.