Refund & Return Policy
Every Fenwick & Fur tool is chosen to earn a permanent place in your home. If something isn't right, we want to fix it — quickly, and without making you work for it.
Our 30-Day Promise
You have 30 days from the day your order is delivered to request a return. Items should be in their original condition — unused or gently tried, with original packaging where possible. We understand that judging a grooming tool sometimes means letting your pet meet it first, and we take a reasonable view of that.
How to Start a Return
- Email us with your order number and a short note about what went wrong.
- We'll reply within one business day with return instructions and the correct return address.
- Send the item back, and let us know once it's on its way.
Please don't send anything back before contacting us — returns received without prior authorisation can't be processed, and we'd hate for a parcel to go astray.
Who Pays for Return Shipping
If an item arrives faulty, damaged, or simply isn't what you ordered, we cover the full cost of return shipping and we'll replace or refund it in full. That's on us, always.
For change-of-mind returns — the colour wasn't quite right, your pet was unimpressed, it wasn't the size you pictured — return shipping is the customer's responsibility.
Refunds
Once your return reaches us and passes a quick check, we'll issue your refund to the original payment method within 5–10 business days. Your bank or card issuer may take a few days longer to post it — that part is out of our hands, though we're happy to help you chase it.
If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, please get in touch.
Damaged or Incorrect Items
Please inspect your order when it arrives. If anything is damaged, defective, or incorrect, contact us within 7 days of delivery with a photo. We'll make it right immediately — a replacement or a full refund, whichever you'd prefer. No return shipping cost to you.
Items We Can't Accept
- Items returned more than 30 days after delivery
- Items returned without prior authorisation from us
- Items showing significant wear, damage, or missing components caused after delivery
- Gift cards
Cancellations
Need to cancel? Contact us as soon as possible. If your order hasn't yet been dispatched, we'll cancel it and refund you in full. Once an order is on its way, it falls under the return process above.
Exchanges
The fastest route is to return the original item for a refund and place a new order for what you'd rather have. That way you're not waiting on two transit times.
Your Statutory Rights
Nothing in this policy limits your rights under applicable consumer protection law. Customers in the United Kingdom and European Union have a statutory right to cancel most online orders within 14 days of delivery for any reason — our 30-day window is offered in addition to, not instead of, that right.
Talk to Us
Questions about a return, or unsure whether your situation qualifies? Just ask. We'd rather have a conversation than lose your trust over a technicality.
Fenwick & Fur — Care, elevated.