Refund policy

Last updated: September 17, 2026

At Furumi, we want you to love what you ordered. Because some of our products are personalized or made specifically for you and your pet, different return rules apply to standard and personalized products. Please review the policy below before placing your order.

Returns for Non-Personalized Items

We accept returns of eligible non-personalized items within 30 days of delivery.

To be eligible for a return, your item must be unused, unworn, unwashed, undamaged, and in its original condition and packaging.

To request a return, contact us at furumishop@gmail.com with your order number and the item you would like to return.

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

Personalized and Custom-Made Items

Personalized and custom-made products are created specifically for you and are therefore final sale once production has begun.

Personalized items cannot be returned, exchanged, or refunded because you changed your mind, selected the wrong size, submitted an incorrect name or spelling, uploaded the wrong photo, or provided incorrect customization information.

Personalized products may include, but are not limited to, custom pet portraits, photo products, engraved products, personalized tags, personalized jewelry, and products customized with names, text, photos, artwork, or other customer-provided information.

This does not apply when an item arrives damaged, defective, incorrect, or materially different from the customization information submitted with your order.

Order Changes and Cancellations

You may request a change or cancellation within 24 hours of placing your order.

Please contact us as soon as possible at furumishop@gmail.com with your order number and requested change.

After the 24-hour period, or once production has begun, personalized orders cannot normally be changed or cancelled.

We recommend carefully reviewing all names, spelling, photos, sizes, colors, and other customization information before submitting your order.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, incorrect, or does not match the customization information you submitted, please contact us at furumishop@gmail.com as soon as possible, preferably within 7 days of delivery.

Include your order number, a description of the issue, and clear photos of the product and packaging.

If the issue is confirmed to be our error, Furumi will provide an appropriate replacement, refund, or other resolution at no additional cost to you.

The 7-day contact period is intended to help us resolve issues quickly and does not limit any rights that cannot legally be excluded.

Return Shipping

For eligible returns that are not caused by an error on our part, the customer is responsible for return shipping costs.

If an item is damaged, defective, incorrect, or otherwise sent in error by Furumi, we will cover reasonable replacement or return shipping costs where applicable.

Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.

Do not send a return before contacting us and receiving return instructions.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

After a refund is issued, please allow approximately 5–10 business days for your bank or payment provider to process and display the refund.

Exchanges

We do not currently offer direct exchanges.

If you would like a different eligible non-personalized item, you may return the original item under this policy and place a new order.

Personalized products cannot be exchanged once production has begun unless the product is damaged, defective, incorrect, or otherwise eligible for a remedy under this policy or applicable law.

Final Sale Items

The following products are not eligible for ordinary returns or exchanges:

Personalized or custom-made products after production has begun, gift cards, items clearly marked “Final Sale,” and any other products identified as non-returnable on the relevant product page.

This exclusion does not apply to damaged, defective, or incorrectly fulfilled products or where applicable law provides otherwise.

International Orders

For orders shipped outside the United States, customers may be responsible for applicable customs duties, import taxes, and other charges imposed by the destination country.

Shipping charges, customs duties, and import taxes are generally non-refundable unless required by applicable law or the refund results from an error by Furumi.

Additional consumer rights may apply depending on the destination.