We at Furlington are taking all complaints very seriously. To be able to do something about it, we need you to tell us all complaints concerning defective or damaged products as soon as you know or think our products are not to your required standard. Please contact us by email at support@furlington.com
A photograph of the damage should (if possible) be emailed to us as soon as possible but we are not able to credit any claims which are not notified within 3 days of arrival with you, unless they are related to a quality issue or where you as the customer could not have been aware of the problem at time of delivery.
Shipping
Orders are aimed to be shipped within 48hrs once order is placed. Delivery can take up to 5 working days. (Mo-Fr) or longer in busy periods or during strike actions.
Dog food will be shipped from our Manufacturing Site via DPD
Treat Boxes will be shipped from our Trading Address in Falkirk Scotland via Royal Mail 48 therefore Food and Treats will arrive with you separately.
Return
For unopened and unused items, we offer a full refundable guarantee. Should you for any reason be unsatisfied with the purchase you made, please email us within 10 days so a return can be arranged and a return address provided. The products must be in an unused state, in their original packaging and in sellable condition. We will either issue a refund for the product or replace the item once received back to us.
Please be aware, that you will responsible for the return delivery cost unless the product arrived defective.
Refusal of Delivery as Form of Return
A refund will be issued with deductions of any costs arising with the carrier, if the shipment is refused at delivery, once product has been received back with us.
If orders are returned back to us as a result of not being present at delivery on multiple occasions and failure to collect from the Depot, we will contact you to arrange shipping it out again for postage costs.
Cancellation
Should you wish to cancel your order please contact us on orders@furlington.com to request the cancellation. A cancellation is only possible before your order is dispatched which usually is by 2pm the same day or next working day if you have ordered after 2pm.