Every FurryLiving piece is handcrafted to give your pet a home within your home. We stand behind our craftsmanship fully — and we've written this policy to be honest with you about what we can and cannot accept, and exactly why.

At a Glance
This table is a quick reference. The full conditions for each scenario are in the sections below.

1. Products We Cannot Accept Back
Because our products are used by and around pets, certain categories are non-returnable once they have been delivered.

2. Transit Damage & Visible Manufacturing Defects — Report Within 48 Hours
If your order arrives physically damaged, or if you discover a visible manufacturing defect upon unpacking and inspection, we will make it right. Both scenarios are covered under this section and follow the same reporting window and resolution process.

What qualifies
Transit damage:
• Structural damage to the product clearly caused during transit
• Missing components that were listed in the product's box contents
• Item received in a condition that makes it unsafe or unusable for its intended purpose

Visible manufacturing defects:
• Structural joint failure not caused by weight overload or misuse
• Finish defects (peeling, bubbling, flaking) present at the time of delivery
• Hardware that is non-functional upon first use (broken hinge, faulty drawer runner)
• Visible cracks, splits, or breaks in wood present at time of delivery
• Incorrect product delivered (wrong SKU, wrong size, wrong colour variant)

What does not qualify
• Natural variation in grain, colour tone, texture, or knot pattern — these are characteristics of solid wood, not defects
• Wear caused by normal pet use — scratching, chewing, soiling, or moisture exposure
• Damage from overloading beyond the stated weight capacity
• Damage from self-assembly errors or unauthorised modifications

How to report
• Step 1: Record an unboxing video before and during opening the package.
• Step 2: Take clear photographs of (a) the outer packaging/box showing damage, and (b) the damaged product itself.
• Step 3: Email us at info@furryliving.in with subject line "Transit Damage — [Order ID]" within 48 hours of the delivery timestamp. Attach your video and photos.

48-hour reporting is firm. Our logistics partner's insurance window requires us to file a claim within this period. Requests received after 48 hours of the delivery timestamp cannot be processed under this track, regardless of when the damage was noticed.

Resolution — how we approach it
Each case is assessed individually. We follow a four-step resolution ladder, starting with the least disruptive option for you and for us:

Step 1 — Repair: Where the damage is localised and cosmetically or structurally fixable, we will first explore whether the product can be repaired to its original standard. This may involve dispatching a replacement part, a finishing kit, or arranging a local repair where feasible. Repair is offered only where we are confident it restores the product fully.
Step 2 — Component replacement: If the damage is limited to a specific panel, hardware piece, cushion cover, or structural component that can be replaced in isolation, we will dispatch that component at no cost to you.
Step 3 — Full replacement: If repair and component replacement are not viable because the damage is too extensive or affects structural integrity — we will dispatch a complete replacement unit. We arrange and bear the cost of reverse pickup of the damaged product.
Step 4 — Refund: If the same product is unavailable for full replacement, we will issue a full refund to your original payment method within 5–7 working days of our team verifying the damage report.
The resolution step offered is determined by FurryLiving based on our assessment of the damage report and supporting evidence. We will always communicate our proposed resolution clearly before proceeding, and will not carry out a repair or partial replacement without your agreement.

4. Craftsmanship Warranty
The craftsmanship warranty covers latent structural defects that become apparent through normal use — not defects that should have been reported within 48 hours of delivery.

What the warranty covers
• Structural integrity of the wood frame — joinery, mortise and tenon, wood-to-wood bonds
• Finish adhesion failure (peeling lacquer, paint, or sealant) not caused by pet activity or cleaning with inappropriate products
• Hardware failure (hinges, drawer runners, mounting brackets) under normal load

What the warranty does not cover
• Normal wear and tear — scratches, scuffs, fading, minor surface marks
• Damage from pet chewing, clawing, soiling, or prolonged moisture/urine exposure
• Damage from placing the product outdoors or in high-humidity environments unless specified
• Damage from overloading beyond the stated weight limit
• Damage from self-assembly errors, incorrect installation, or third-party modifications
• Natural wood characteristics: colour variation, grain pattern, minor surface irregularities, seasonal movement

How to claim
Email info@furryliving.in with subject line "Warranty Claim — [Order ID]" and include photos or video of the defect, your order number, and the date of purchase. Our team will respond within 3 business days with a resolution.

Resolution under warranty
At our discretion, we will repair, replace the defective component, or replace the product. We do not offer cash refunds under the warranty track unless repair and replacement are both unavailable. We arrange and bear the cost of logistics for warranty claims.


5. The Pet Comfort Promise — Ramps & Stairs Only
We understand that some pets take time to accept new furniture and with ramps and stairs, acceptance is everything. If your pet simply won't use a ramp or stairs within the first week of it being in your home, you may request a return under our Pet Comfort Promise.

Eligible products
• Pet Ramp
• Pet Ramp Lite
• Pet Ramp with Safety Rails
• Pet Step Pro
• Foldable Car Pet Stairs

Conditions
• The request must be raised within 7 days of the delivery date
• The product must be in near-original condition — light use (placing the pet on it, testing incline) is acceptable; heavy soiling, chewing, or structural damage is not
• The product must be returned in its original packaging with all included components. Return requests without the original packaging will not be accepted
• A short video of your pet interacting with (or declining to use) the ramp is helpful — not mandatory, but it helps us improve our products
• This Promise is limited to one claim per Customer household in any 12-month period

Resolution
• Full store credit (valid 12 months, no minimum purchase) — issued within 2 business days of us receiving the return
• If you prefer a refund to your original payment method, a deduction of 25% of the selling price applies to cover logistics and restocking.
For example: if you paid ₹5,999 for a ramp, your refund would deduct ₹1,499 and the final refund amount would be ₹4,500.
• Reverse pickup is arranged by us; you do not need to arrange courier

The Pet Comfort Promise is a discretionary benefit — it is not a statutory right. It does not apply to any product category other than Ramps & Stairs, and it cannot be invoked if the product shows damage, heavy soiling, or missing components.


6. Order Cancellations
• You may cancel your order at any time before it is handed to our courier. Reach out to us immediately on +91-9116121323 through call or WhatsApp with your order ID. A full refund will be issued to your original payment method within 5–7 working days.

• FurryLiving Customs: Custom and bespoke orders may be cancelled within 24 hours of placement. After 24 hours, production begins and the order cannot be cancelled or refunded.


7. How Refunds Work
• Method: Refunds are processed to the original payment instrument (UPI, card, net banking, wallet, or EMI). We do not issue refunds in cash[PG1.1].
In case of CoD orders, our team will reach out to you for your bank details.

• Timeline: 5–7 working days from the date we complete our quality check on the returned product. For cancellations before dispatch, 5–7 working days from cancellation confirmation.

• Prepaid discount: If a prepaid discount coupon (e.g., PREPAID) was used, the discount amount is deducted proportionally from any refund.

• GST: Refunds include the GST component. A credit note will be issued in accordance with Section 34 of the CGST Act.


8. How to Reach Us
Email: info@furryliving.in
Phone: +91-9116121323
Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

When reaching out, please include: your Order ID, the product name, a description of the issue, and supporting photos or video. The more clearly you document the issue upfront, the faster we can resolve it.

Grievance Officer
If your concern is not resolved to your satisfaction by our customer care team, you may escalate to our Grievance Officer:

Email: gautam@furryliving.in
We acknowledge all grievances within 48 hours and resolve them within 30 days, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

You also have the right to file a complaint with the National Consumer Helpline (call 1915) or approach the relevant Consumer Commission under the Consumer Protection Act, 2019. Nothing in this policy limits your statutory rights.


9. What Voids a Claim
• The product has been used by the pet beyond what is reasonably expected for assessment (soiling, chewing, deep scratching)
• The defect or damage is reported outside the applicable window
• The product has been modified, repaired, or tampered with by anyone other than FurryLiving
• The product has been placed in an environment inconsistent with its intended use (outdoor exposure, extreme humidity)
• The unboxing video or photographic evidence, when requested, cannot be provided for a transit damage claim
• The product is in a non-returnable category (see Section 1)
• The product was purchased through a third-party marketplace — please contact that platform's return process instead


10. FurryLiving Customs — Bespoke Orders
Every custom piece is made to your specifications and cannot be returned, exchanged, or cancelled after 24 hours of order placement. The only exception is a verified manufacturing defect, which is covered under the Warranty (Section 4). Please review all dimensions, materials, and specifications carefully before confirming a custom order.


Frequently Asked Questions

My product arrived damaged. Do I need an unboxing video?
An unboxing video is required — it is the most effective way to prove transit damage and allows us to process your claim quickly. If you don't have a video, photos of the damaged packaging and product clearly showing the damage, combined with a written account, are accepted. Please reach out to our team for any assistance.

My pet won't use the Ramp. What do I do?
Contact us within 7 days of delivery at info@furryliving.in with subject line "Pet Comfort Promise — [Order ID]". Keep the product in its original packaging. We'll arrange pickup and issue store credit (or a refund with a 25% logistics deduction). The Promise applies to Ramps & Stairs only.

My solid wood product has a different colour than what was shown online. Is that a defect?
No. Solid wood is a natural material with inherent variation in grain, colour tone, and texture between pieces — even within the same batch. Slight differences from product photography are expected and are not manufacturing defects. If you have a concern, please send us photos and we will assess.

I want to cancel my order. I just placed it.
You may cancel your order at any time before it is handed to our courier. Reach out to us immediately on +91-9116121323 through call or WhatsApp with your order ID. A full refund will be issued to your original payment method within 5–7 working days. For Custom orders, cancellation is only possible within 24 hours of placement.

How long does a refund take?
5–7 working days from the date we complete our quality check on the returned item, or from the date of cancellation confirmation for pre-dispatch cancellations. You'll receive an email confirmation when the refund is initiated.

I bought from Amazon/third party. Does this policy apply?
For orders placed on Amazon India or any other third party, their respective return policy and resolution process applies. Please raise your concern directly on the platform. For orders placed on FurryLiving.in, this policy applies in full.

Legal & Governing Terms

Statutory rights: Nothing in this policy affects your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law.
Governing law: This policy is governed by the laws of India. Disputes arising out of orders placed on FurryLiving.in shall be subject to the jurisdiction of courts at [City of Registered Office], without prejudice to your right under Section 34(2) of the Consumer Protection Act, 2019 to file a complaint at your place of residence or purchase.
Limitation of liability: Our liability under this policy is limited to the price paid for the specific product in question, except where such limitation is prohibited by applicable law (including claims for personal injury or fraud).
Policy updates: We may update this policy from time to time. Changes are effective upon posting on furryliving.in and apply to orders placed after the effective date. Orders placed prior to a change are governed by the policy in effect at the time of purchase.
Force majeure: FurryLiving is not liable for delays or failures in fulfilling obligations under this policy caused by events beyond our reasonable control, including natural disasters, pandemics, government orders, or logistics network disruptions.