Refund policy
Returns & Refunds Policy
At FUR & FOLK, we want you to love your purchase. That’s why we offer a 30-day money-back guarantee.
Our 30-day money-back guarantee
Try your product at home. If you’re not happy with it, contact info@furandfolk.au within 30 days of receiving your order to request a return.
Products may be opened and used. We simply ask that you return the product with all its parts and accessories, reasonably clean and securely packaged. Original packaging is preferred but not required.
Our guarantee covers trying the product as intended. It does not cover damage caused by misuse, accidental damage or unauthorised alterations. This does not affect your rights under Australian Consumer Law.
How to request a return
Email info@furandfolk.au with your order number or other proof of purchase and tell us you would like to use the money-back guarantee. Feedback is welcome, but you do not need to prove the product is faulty.
We will provide return instructions and the correct return address. Please contact us before sending anything back, and do not use the address on your parcel unless we confirm it is the correct return address.
Once we provide instructions, please send the product back within 14 days. We recommend tracked postage and keeping your postage receipt.
Return shipping
Customers pay return postage for returns under our satisfaction guarantee. Any original delivery charge is non-refundable for these returns.
If your order included free shipping, we will not deduct the original shipping cost from your product refund. We do not charge a restocking fee.
For faulty, damaged or incorrect items, we will cover reasonable return postage costs where the problem is confirmed.
Refunds
Once we receive your return and confirm it meets the guarantee conditions, we will refund the purchase price paid for the returned product.
Refunds will go to your original payment method unless otherwise agreed. We aim to process refunds within five business days of receiving and checking the return. Your bank or payment provider may take additional time to display the funds.
Discounted items are eligible for our guarantee. Refunds reflect the price actually paid. For a partial bundle return, we will refund the returned item’s share of the discounted bundle price.
Faulty, damaged or incorrect items
If your product arrives damaged, is faulty or is not what you ordered, email info@furandfolk.au so we can help. Please include your order details and, where possible, photos or a short video showing the issue.
We may need to assess the product before arranging an appropriate solution.
Your rights under Australian Consumer Law
Our 30-day money-back guarantee is additional to your rights under Australian Consumer Law and does not limit them.
For a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.
For a minor failure, we may provide a free repair. If we cannot resolve the problem within a reasonable time, you may be entitled to a replacement, refund or another remedy.
The 30-day guarantee period and 14-day return-posting period do not limit consumer guarantee claims. Original packaging is not required for these claims, and consumer rights also apply to discounted items and bundles.
Contact us
For help with a return or refund, email info@furandfolk.au.