Refund policy

Refund Policy
Last updated: May 2, 2026

Founding 100 Reservations ($50 deposit)
Your $50 reservation deposit is fully refundable at any time before 
your Loohaus ships in November 2026. To request a refund, simply 
email hello@thefurhaus.company with your order number. Refund 
processed within 5-10 business days to your original payment method.

Loohaus
We offer a 30-day satisfaction guarantee from the date your Loohaus 
arrives. If it's not right for you and your dog, contact us within 
30 days for a full refund or replacement.

To be eligible for a return:
- Loohaus must be in original condition (clean, undamaged, with all parts)
- Original packaging not required, but appreciated
- Proof of purchase (order number or receipt)

We'll provide a return shipping label and full instructions once 
your return is approved.

Furhaus Pads (Subscription)
Cancel anytime via your account or by emailing us. No commitment, 
no cancellation fees.

Already-shipped pad orders are non-refundable for hygiene reasons, 
but if your delivery arrives damaged or defective, we'll replace 
the pack at no charge — just email us a photo within 14 days of 
delivery.

Damaged or Defective Items
Please inspect your order on arrival. If anything is damaged, 
defective, or wrong, contact us immediately at 
hello@thefurhaus.company so we can make it right — replacement 
or full refund.

How to Request a Refund or Return
Email hello@thefurhaus.company with:
1. Your order number
2. Reason for refund/return
3. Photos (if damage/defect)

We respond within 1-2 business days.

Refunds are processed to your original payment method within 
5-10 business days of approval. Bank or card companies may take 
additional time to reflect the refund on your statement.

Exchanges
The fastest way to get a different item is to request a refund 
on your current order, then place a new order separately.

Australian Consumer Law
Nothing in this Refund Policy excludes, restricts or modifies 
any rights you have under the Australian Consumer Law. You are 
entitled to a replacement or refund for a major failure and 
compensation for any other reasonably foreseeable loss or damage.

Contact
The Fur Haus Company Pty Ltd
ABN 44 695 996 206
Cronulla, NSW 2230, Australia
hello@thefurhaus.company