Returns & Exchanges Policy

1. Return Window and Eligibility

We want you to be completely satisfied with your purchase. If a product does not meet your expectations, eligible items may be returned within fourteen (14) days of the delivery date.

To qualify for a return, all products must strictly adhere to the following conditions:
 

• Be completely unused, unwashed, and in their original, brand-new condition.

• Be entirely free from pet hair, odors, stains, scratches, or any signs of wear.

• Include all original tags attached, original packaging, authenticity cards, hardware protective films, accessories, and any promotional items or gifts included with the order.

• Remain in a condition suitable for immediate resale.

Products that do not meet these requirements upon inspection may be refused and returned to the sender at the customer's expense, or may be subject to a partial refund at FURLO's sole discretion.

Please note that minor dimensional variations of approximately ±5% may occur due to manufacturing tolerances, material characteristics, and measurement methods. Such variations are considered normal and do not constitute a manufacturing defect, quality issue, or eligibility for return, exchange, or warranty claims.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Customized or personalized products.

• Gift cards.

• Final sale or clearance items.

• Products showing signs of use, wear, or trial.

• Products damaged due to misuse, improper care, modification, accident, neglect, or normal wear and tear.

• Products returned without original packaging, attached tags, authenticity cards, accessories, or promotional items.

3. Packaging Notice

While we take great care in inspecting and packaging every order, minor dents, creases, scratches, or deformation to the outer shipping carton, product box, hang tags, or other packaging materials may occasionally occur during transportation and delivery.

Packaging materials are intended to protect the product during transit and are not guaranteed to arrive in pristine cosmetic condition.

Such cosmetic packaging damage does not affect the quality, functionality, safety, or intended use of the product itself and therefore is not considered a product defect or a valid reason for return, exchange, refund, or compensation.

We appreciate your understanding.

4. Craftsmanship & Material Characteristics

FURLO products are made using carefully selected textile materials and completed through cutting, sewing, and assembly processes.

As a result, slight variations in dimensions, stitching, texture, color tone, and finishing details may naturally occur from one product to another.

Any such variations that do not affect the product's functionality, safety, or normal use are considered normal manufacturing and craftsmanship characteristics rather than product defects.

Accordingly, these variations are not eligible for return, exchange, refund, compensation, or defect claims.


5. Incorrect or Defective Items

If you receive a defective product or an item different from what you ordered, please contact us within fourteen (14) days of delivery.

Please provide:

• Full name

• Order number

• A detailed description of the issue

• Clear photographs showing the defect or error, including the product and packaging

Upon verification, FURLO will provide an appropriate solution, which may include a replacement, repair, store credit, or refund at our sole discretion.

Return shipping costs for confirmed defective or incorrect items will be covered by FURLO.

6. Return Shipping Responsibility

For returns due to personal preference, incorrect size selection, change of mind, or other non-defective reasons, customers are responsible for all return shipping costs and any related customs duties, taxes, or brokerage fees.

Original shipping charges are non-refundable.

If the original order qualified for free shipping and the return causes the remaining order value to fall below the applicable free shipping threshold, FURLO reserves the right to deduct the standard shipping charge from the refund amount.

We strongly recommend using a trackable and insured shipping service, as FURLO is not responsible for packages lost, stolen, delayed, or damaged during return transit.

7. Return Process

To initiate a return, please contact our customer service team at furlo.cdn@furloca.com and provide:
 

• Full name

• Order number

• Item(s) you wish to return

• Reason for return

Supporting photos may be requested to assist with the review process.

Once approved, we will provide a Return Merchandise Authorization (RMA) number and detailed return instructions.

Items returned without prior authorization or sent to an incorrect return address may not be accepted or refunded.

8. Refunds

Once the returned item has been received and inspected by our quality control team, approved refunds will be issued to the original payment method.

Please allow up to fourteen (14) business days after inspection approval for the refund to be processed.

Actual processing times may vary depending on your financial institution, credit card issuer, or payment provider.

Original shipping charges, duties, taxes, and other service fees are non-refundable unless otherwise required by applicable law.

9. Exchanges (Re-Order Policy)

To ensure inventory accuracy and allow replacement orders to be processed as efficiently as possible, FURLO does not offer direct exchanges.

If you would like a different size, color, or style, please return the original item (subject to the return eligibility requirements outlined above) for a refund and place a new order through our website.

10. Contact Us

FURLO Canada

Customer Service Email: furlo.cdn@furloca.com
Website: www.furlo.ca
Authorized return addresses will be provided upon RMA approval.


Our Promise

We believe every choice reflects the care and love you have for your family.
At FURLO, we are committed to delivering refined quality and thoughtful service,
ensuring every product is made to be trusted and to last.