Refund & Returns Policy
Last updated: 21 September 2026
This policy explains FurMily’s voluntary 30-Day Money-Back Guarantee and your rights when a product is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees.
1. Australian Consumer Law rights
If the Australian Consumer Law applies to your purchase, its consumer guarantees apply automatically and cannot be excluded by this policy. Depending on the circumstances, a failure may entitle you to a repair, replacement, refund and/or compensation. These rights may continue beyond any voluntary 30-day return period or 365-day warranty period.
2. 30-Day Money-Back Guarantee
In addition to statutory rights, eligible FurMily fountain purchases may be returned under our advertised 30-Day Money-Back Guarantee. The 30-day period starts on the date the order is delivered. To start a voluntary return, contact us within that period with your order number and the reason for the return.
You may reasonably inspect and test the product. For a voluntary change-of-mind return, the product should not be deliberately damaged, materially altered or missing essential components. We may ask you to return promotional gifts supplied with the qualifying order as part of a voluntary return. These conditions do not restrict any remedy available for faulty goods under applicable law.
3. Change-of-mind returns
Australian Consumer Law does not generally require a business to provide a remedy solely because a customer changed their mind. Our 30-Day Money-Back Guarantee is an additional voluntary benefit where advertised. For a voluntary change-of-mind return, return postage is the customer’s responsibility unless we agree otherwise.
4. Faulty, damaged, unsafe or incorrect products
If your product arrives damaged, is faulty, unsafe, materially different from its description or is the wrong item, contact us as soon as reasonably practicable. We may ask for photographs, video, your order number and other reasonable information so we can assess the issue. You do not need original packaging to exercise rights that apply under Australian Consumer Law.
For a major failure, Australian consumers may be entitled to choose a refund or replacement. For a non-major failure, we may be entitled to provide a repair or replacement within a reasonable time before a refund becomes available.
5. Return shipping for faulty goods
If a product can easily be posted, we may ask you to return it for assessment. If the product is confirmed to have a problem covered by consumer guarantees, we will reimburse reasonable return postage you have paid. Please keep postage receipts. For goods that are large, heavy or difficult to return, we will meet any collection or shipping obligations required by applicable law.
6. Refunds
Approved refunds are returned to the original payment method where reasonably possible. Processing time after we issue a refund depends on your bank or payment provider. Any refund required by law will be provided within the period required by that law.
7. Sale items and promotional orders
Consumer guarantee rights apply to eligible faulty goods regardless of whether an item was sold at a promotional or discounted price. A discount, free gift or sale price does not remove statutory rights.
8. Subscriptions
Subscription cancellations are governed by the Subscription Terms. A processed subscription charge is not automatically refundable solely because of change of mind, but this does not affect rights or remedies that apply under consumer law.
9. How to request a return or refund
Email djelbadre@gmail.com or use the Contact page on getfurmily.com. Include your order number, the email used for the order and a short description of the issue or reason for return. Do not send a return until we provide return instructions.