Refund policy

Your rights under Australian Consumer Law

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. Nothing in this policy limits those rights.

Faulty, damaged or not as described

If your order arrives faulty, damaged or not as described, or develops a fault, we'll make it right with a replacement or a refund. To start a claim:

  1. Email us at furstra.admin@gmail.com with your order number.
  2. Tell us what's wrong and include a photo or short video of the issue.
  3. We'll reply with next steps, usually within 1–2 business days.

If we need the item back, we'll cover the return postage for faulty or incorrect items. Please let us know about damage from delivery as soon as you can so we can sort it out quickly.

30-Day Money-Back Guarantee

We want your pet to love their new FurStra product. If they don’t take to it within 30 days of delivery, send it back and we’ll refund you in full for the item.

To use the guarantee:

  1. Email us at furstra.admin@gmail.com within 30 days of delivery with your order number.
  2. We’ll reply with return instructions and the return address, usually within 1–2 business days. Please don’t send anything back before contacting us.
  3. Return the item clean and undamaged, with all parts and accessories (including the filter) and, where possible, the original packaging. It’s fine if it has been used.
  4. Once we receive and check the item, we’ll refund the item price to your original payment method.

For Money-Back Guarantee returns, return postage is paid by the customer. We recommend using a tracked service, as we can’t be responsible for returns lost in transit. Consumable items such as waste bags and replacement filters can only be returned unopened.

Refund timing

Once a refund is approved, it's processed to your original payment method. Depending on your bank, it can take 5–10 business days to appear in your account.

Contact

Questions about a return or refund? Email furstra.admin@gmail.com and a real person will get back to you.