Refund policy

Customs issues

If you have complied with requests for import payments and clearance information, but customs returns, confiscates or destroys your shipment, we will refund the full amount paid to Furrmacy for the affected products.

Please contact us as soon as you are notified, with your order number and any available tracking updates or customs notices. Once we have verified the issue, we’ll arrange your refund.

Our refund covers the amount paid to Furrmacy. Taxes, duties or fees paid directly to customs or the carrier are not included.

Damaged, defective or incorrect items

We want your order to arrive in good condition. If an item arrives damaged, is defective or is not what you ordered, please contact us within 3 calendar days of delivery. Include your order number and a video or photos showing the issue so we can look into it.

Once we have verified the issue, we’ll send you a replacement free of charge, with free shipping. You won’t need to return the original item. If a replacement is unavailable, we’ll refund the affected item.

Please keep the item and packaging until we confirm the next steps.

Other returns and refunds

Please check your delivery details carefully and respond to any collection or customs requests. We’re unable to offer refunds when delivery fails because an order is refused or left uncollected, the delivery details you provided are incorrect, or required import payments or clearance information are not provided.

Outside the situations described above, we’re unable to accept returns or offer refunds for other reasons, including changes of mind on unopened items.

Refund processing

Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to display the refund.

If your refund hasn’t appeared within 15 business days of approval, please contact us and we’ll help you follow up.

This policy does not affect your rights under applicable consumer protection law.

Contact us

Email support@furrmacy.ae or WhatsApp +971 54 140 1008 with your order number and any relevant photos, videos or shipping notices.