top of page

Refund and Returns Policy

Last updated: 21/01/2026

 

This Refund & Returns Policy applies to purchases made from FurFree via furfreepets.com. It explains how returns, cancellations, and refunds work and describes your statutory rights where applicable. This policy does not limit any rights you may have under mandatory consumer protection laws.

       

MERCHANT INFORMATION

 

FurFree
Address: Xanthi, Kimmeria, National Road Komotini–Xanthi, 2nd Floor, 67100, Greece
Email: spirosgagr@gmail.com
Phone: +30 6943613761
Website: furfreepets.com​

       

ELIGIBILITY FOR RETURNS (CHANGE OF MIND)

 

To be eligible for a change-of-mind return, all of the following must be met:

  • The return request is submitted within the applicable return window (see Section 4).

  • The Goods are unused, in the same condition as received, with original packaging where reasonably possible.

  • The Goods are returned with all accessories, manuals, and any included items.

  • You provide proof of purchase (order number, receipt, or confirmation email).

Important: If you handle Goods more than necessary to check their nature, characteristics, and functioning, we may reduce the refund to account for any diminished value, where permitted by law.

     

 RETURN WINDOWS

 

A) EUROPEAN UNION / EEA (STATUTORY RIGHT OF WITHDRAWAL – “COOLING-OFF PERIOD”)
 

If you are a consumer located in the EU/EEA and your purchase is a distance sale (online order), you generally have the right to withdraw from the purchase within 14 calendar days from the day you (or a person you designate) receive the Goods, without giving any reason.

To exercise the right of withdrawal:

  • You must notify us of your decision to withdraw within 14 days of delivery, and

  • You must send the Goods back within 14 days from the date you notified us.

 

B) OUTSIDE THE EU/EEA (VOLUNTARY RETURNS)
 

For customers outside the EU/EEA, we offer a voluntary change-of-mind return policy: you may request a return within 30 days of delivery, subject to the eligibility conditions in Section 3 and the exceptions in Section 5.

Note: Local laws may provide different or additional rights. Where mandatory local consumer laws apply and provide stronger protection, we will comply with those laws.

       

NON-RETURNABLE / EXCEPTIONS

 

Unless the item is defective or not as described, we do not accept returns for:

  • Items made to your specifications or clearly personalized.

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.

  • Perishable goods or goods with a limited shelf life.

  • Digital content not supplied on a tangible medium once performance has begun with your prior express consent and acknowledgment (where applicable).

  • Gift cards/store credit (if offered).
    These exceptions reflect common statutory exclusions (including EU withdrawal exceptions) where applicable.                                                                             

​

HOW TO REQUEST A RETURN (STEP-BY-STEP)

​

  1. Contact us at spirosgagr@gmail.com with:

    • Your order number,

    • The item(s) you want to return,

    • The reason for return (optional for EU withdrawal),

    • Photos if the item arrived damaged/incorrect (see Section 8).

  2. We will respond with return instructions and the return address (returns must be authorized; please do not send items back without instructions).

  3. Pack the item securely. Include your order number inside the package.

  4. Ship the return using a trackable service. You are responsible for the item until it reaches the return address we provide.

  5. RETURN SHIPPING COSTS

 

 CHANGE-OF-MIND RETURNS

​

  • EU/EEA (withdrawal): You are generally responsible for the direct cost of returning the Goods, unless we expressly agree to cover it or we failed to inform you of this responsibility before purchase.

  • Outside EU/EEA (voluntary returns): You are responsible for return shipping costs unless we agree otherwise.

Original shipping fees:
If you withdraw under EU rules, we will refund the standard outbound delivery cost (the least expensive standard delivery option we offered). If you chose a more expensive delivery option, the additional cost may not be refundable.

 

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
 

If the Goods are defective, damaged in transit, or you received the wrong item, we will cover reasonable return shipping costs or provide an appropriate remedy (refund, replacement, or other solution) as required by applicable law and depending on the circumstances.

     

DAMAGED / DEFECTIVE / WRONG ITEMS (REPORTING)

 

If your order arrives damaged, defective, or incorrect, please contact us at spirosgagr@gmail.com as soon as possible and ideally within 48 hours of delivery, providing:

  • Your order number,

  • A brief description of the issue,

  • Clear photos (and if applicable, photos of the packaging/label).

This reporting timeframe helps us investigate with carriers and partners, but it does not limit any statutory rights you may have under consumer law.

       

REFUNDS (WHEN AND HOW)

 

A) WHEN WE ISSUE REFUNDS
 

Once we receive and inspect the returned Goods, we will notify you of the approval or rejection of your refund.

EU/EEA withdrawal refunds:
If you validly withdraw, we will refund you within 14 days from the day we are informed of your withdrawal decision. However, we may withhold the refund until we have received the Goods back or you have supplied evidence that you sent them back, whichever is earlier.

 

B) REFUND METHOD
 

Refunds are issued to the original payment method used for the purchase (e.g., PayPal or the same card/payment channel) unless otherwise required by law or mutually agreed.

 

C) PARTIAL REFUNDS / DEDUCTIONS
 

Where permitted by law, we may reduce the refund if:

  • The returned Goods show signs of use beyond what is necessary to establish their nature, characteristics, and functioning,

  • Accessories or parts are missing,

  • The item is returned in a condition inconsistent with Section 3.         

​

EXCHANGES

​

We do not guarantee direct exchanges. In most cases, the fastest method is to return the item (if eligible) and place a new order.

     

ORDER CANCELLATIONS (BEFORE SHIPPING)

 

If you contact us quickly after placing your order, we will do our best to cancel it before it is processed/shipped. If the order has already been processed or dispatched, cancellation may not be possible and you may need to follow the return process instead (subject to eligibility and exceptions).

   

UNDELIVERABLE / UNCLAIMED PACKAGES

 

If a package is returned to us because it was undeliverable (e.g., incorrect address provided, repeated failed delivery attempts, or not collected), we can:

  • Reship it (you may be responsible for additional shipping costs), or

  • Refund the order minus non-recoverable shipping/handling costs, where permitted by law.                                                                                  

​

STATUTORY RIGHTS AND LEGAL GUARANTEES (IMPORTANT)

 

This Refund & Returns Policy is in addition to, and does not affect, your statutory rights. In particular, EU consumers may have legal rights and remedies for Goods that are faulty or not as described, including repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.

     

CONTACT

 

For return requests, questions, or support, contact:

Email: spirosgagr@gmail.com
Phone: +30 6943613761
Address: Xanthi, Kimmeria, National Road Komotini–Xanthi, 2nd Floor, 67100, Greece

bottom of page