We want you to love your FurSentry™.
Our change-of-mind and manufacturer's warranties, explained in full — how to claim, return shipping, refunds, and what's covered.
30-Day Change of Mind Warranty
Items purchased on the FurSentry™ website may be returned or exchanged within 30 days of purchase if you have simply changed your mind.
Returns and exchanges for change of mind will only be accepted in original condition (item must not be clearly worn, scratched, tarnished or bent). All items must also be returned with the selected box and message card in original condition.
FurSentry™ is not responsible for the return shipping cost to ship the item back to us for a change of mind claim. We will only refund or provide a credit that is equal to the original cost of the item. The initial shipping cost, card fees and any add-ons purchased, such as Shipping Protection, will not be refunded.
Claiming Change of Mind Warranty
To claim a Change of Mind Warranty, please complete the steps below:
- Contact us via email at hello@fursentry.com and supply your name, order number and an image of the product and packaging in original condition.
- Once the email is received, one of our team members will assess the images.
- If the item appears to be in original condition, we will give you our return address for the shipment to be sent to.
- You will need to send the item at your own cost to this address. Please ensure the item is packaged carefully to avoid damage in transit.
- You must email us a picture of the return package (i.e. item in its return mail bag/box) as well as a copy of the postage receipt to confirm the items have been shipped. We will not accept a return without the image of the package and the receipt. We suggest you do this just before posting at your local post office.
- On arrival, we will inspect the item.
- If the item is confirmed to be in original condition and undamaged, we will contact you to see if you prefer a refund or a store credit equal to the amount paid for the item.
- Refunds are processed within 5–10 business days. We can only reissue a refund to the original card the item was paid with.
- We will only refund or provide a credit that is equal to the original cost of the item. The initial shipping cost, card fees and any add-ons purchased, such as Shipping Protection, will not be refunded.
12-Month Manufacturer's Warranty
FurSentry™ offers a 12-Month Manufacturing Warranty from the date of purchase. We will provide a replacement for minor manufacturing faults and a replacement/refund for a major fault.
Minor defects are small cosmetic issues, that don't affect the function of the item. A major defect is an item that departs significantly from the buyer's product specifications or those that adversely affect the function and performance of a product.
Claiming 12-Month Manufacturer's Warranty
If you believe your item has a manufacturing defect, please complete the steps below:
- Contact us via email at hello@fursentry.com and supply your name, order number and an image/s of the product defects.
- Once the email is received, one of our team members will assess the images.
- If the item appears to have a manufacturing issue, we will give you our return address for the shipment to be sent to.
- You must email us a picture of the return package (i.e. item in its return mail bag/box) as well as a copy of the postage receipt to confirm the items have been shipped. We will not accept a return without the image of the package and the receipt. We suggest you do this just before posting at your local post office.
- You will need to pay for the return shipment at your own cost to this address, however this amount will be refunded to you if the issue is confirmed to be a manufacturing defect.
- On arrival we will inspect the item.
- If the item is confirmed to be a minor manufacturing defect on arrival, we will contact you to provide a replacement item equal to the amount paid for the item and refund the return postage.
- If the item is confirmed to be a major manufacturing defect on arrival, we will provide either a replacement item, store credit, or a refund equal to the amount paid for the item. In addition, we will refund the return postage costs.
- Refunds are processed within 5–10 business days. We can only reissue a refund to the original card the item was paid with.
- We will only refund or provide a credit that is equal to the original cost of the item. The initial shipping cost, card fees and any add-ons purchased, such as Shipping Protection, will not be refunded.
Standard Wear & Tear Not Covered
Our 12-Month Manufacturing Warranty covers faults caused by defects in materials or workmanship. It does not cover damage caused by normal wear and tear, accidents, misuse, chewing, loss, improper care or damage caused by your pet during everyday use. Some examples of common item issues that are not considered manufacturing defects include:
- Scratches, scuffs, marks, fading or discolouration that develop through normal everyday use.
- Damage caused by chewing, biting, scratching or pulling at the pendant, collar or other products.
- Tears, fraying, stretching or deterioration of collars caused by regular wear, repeated pulling or rough activity.
- Damage caused by excessive force, dropping, crushing, bending or improper storage.
- Damage caused by prolonged exposure to water, heat, chemicals, cleaning products or other conditions outside normal intended use.
- Lost pendants, capsules, collars, flea combs, tick removers or other components.
- Normal deterioration of the essential-oil capsule as the oils are gradually released during use. The natural depletion of the capsule over time is not considered a product fault.
- Cosmetic changes that do not affect the normal function of the product.
- Damage to flea comb teeth or tick-removal tools caused by bending, excessive force or use for purposes other than their intended use.
Normal signs of use are expected over the life of our products and do not indicate a manufacturing fault.
Contact
If you have any questions regarding your delivery, please contact our customer service at hello@fursentry.com.