REFUND & RETURN POLICY

Last updated: March 3, 2026

At FURLUNIE, we take pride in the quality of our premium pet products. To ensure a fair experience for all customers and maintain the highest hygiene standards for our furry friends, our return policy is governed by the following terms.

14-DAY RIGHT OF WITHDRAWAL (EU/UK)
In accordance with EU Consumer Rights, you have the right to cancel your purchase within 14 days of receiving your items without giving any reason.

-Notification: You must inform us of your decision by contacting furlunie@gmail.com.

- Deadline: Once notified, you have another 14 days to ship the product back to our German warehouse.

2. HYGIENE & RESALE CONDITION (STRICT REQUIREMENT)
Due to the nature of pet hygiene products (Electronic Litter Boxes), we can only accept returns if the product is in "Like-New" condition.

- Unused Only: The product must not have been used with cat litter, water, or waste. For hygiene reasons, any item returned with signs of biological use is non-refundable.

- Original Packaging: All returns must be in their original box, including all internal protective foam, sensors covers, and manuals. High-value electronics are easily damaged in transit without original packaging; returns sent in improper packaging may be subject to a 30% - 50% restocking fee or rejection if damaged.

3. NON-RETURNABLE ITEMS
- Customized or personalized FURLUNIE products.
- Items purchased during "Final Sale" or "Clearance" events.
- Consumables (e.g., specialized trash bags, filters) that have been opened.

4. RETURN SHIPPING COSTS
- Customer Responsibility: The cost of return shipping is borne by the customer.
- Recommendation: Since FURLUNIE litter boxes are high-value and heavy, we strongly recommend using a tracked and insured shipping service (e.g., DHL, UPS). FURLUNIE is not responsible for items lost or damaged during the return journey.
- FURLUNIE’s Error: If you received a defective or incorrect item, we will provide a pre-paid return label.

5. RETURN PROCESS
1. Request: Email furlunie@gmail.com with your order number and clear photos of the product and its packaging.
2. Approval: Once approved, we will provide the return address and a Return Authorization (RA) number.
3. Inspection: Upon arrival, our technicians will inspect the product for electronic integrity and hygiene.
4. Refund: Approved refunds are processed within 3 business days to your original payment method.

6. DAMAGE UPON ARRIVAL
Please inspect your package immediately upon delivery. If the outer box is significantly damaged, please take photos before opening and contact us within 48 hours. This allows us to file a claim with the carrier.

7. RETURN ADDRESS
FURLUNIE - Returns Department