Warranty
policy
Warranty Policy
We design for companionship that lasts—beyond moments, beyond products.
To us, pet products are more than accessories, they are an essential part of every journey shared with your furry family.
From material selection and structural design to real-life use, we are committed to delivering a sense of safety, durability, and trust in every detail.
This commitment extends to our warranty service.
1. Product Registration & Warranty Coverage
To activate the full FURLO warranty coverage,eligible products must be registered through the official FURLO website within 30 days from the shipment date.
Product registration and extended warranty coverage are available only for selected FURLO products.
Successfully registered products are eligible for a 12 months limited warranty from the shipment date.
Products that are not successfully registered within 30 days from the shipment date, for any reason, are not eligible for the 12-month warranty coverage. However, they remain eligible for a 30-day manufacturing defect guarantee from the shipment date.
Products that are not eligible for registration are covered by a 30-day manufacturing defect guarantee from the shipment date.
Customers may be asked to provide proof of purchase and registration details when submitting a claim.
2. Warranty Period
For products successfully registered within 30 days from the shipment date, warranty coverage is valid for 12 months from the shipment date.
Under normal and reasonable use, if the product experiences functional issues due to manufacturing or material defects, you may apply for our warranty service.
3. Coverage
Under normal use, the following conditions are covered upon evaluation and confirmation by our team:
-
Metal hardware becomes loose or breaks without external force.
-
Stitching shows abnormal separation under normal use.
-
Buckles or adjustment components fail to function properly. (non-human factors)
4. Exclusions
The following conditions are considered normal wear or non-defective and are not covered under warranty:
-
Damage caused by chewing, scratching, pulling, or excessive force
-
Improper size selection or use beyond recommended limits
-
Natural wear over time. (e.g., fading, fraying, leather aging)
-
Improper cleaning or care (e.g., harsh detergents, machine drying, high heat exposure)
-
Unauthorized modifications, disassembly, or unintended use
-
Products beyond the warranty period
-
Cosmetic damage to packaging materials, product boxes, hang tags, authenticity cards, protective films, or other presentation materials that does not affect the product itself.
5. Service Options
Once a claim is confirmed to be eligible under warranty or manufacturing defect guarantee, we will provide one of the following solutions based on the product condition:
-
Repair service.
-
Replacement with the same product.
-
Equivalent or partial store credit.
The final service method will be determined at ourdiscretion.
6. How to Apply
Please contact us through our official customer service channels and provide:
-
Order information or proof of purchase
-
Product Serial number
-
Photos or videos of the issue
-
A brief description of usage
We will review your request and respond as promptly aspossible.
Additional Notes
-
This warranty applies only to products used under normal and reasonable conditions
-
The 30-day manufacturing defect guarantee applies only to defects resulting from manufacturing or material faults and does not cover normal wear, accidental damage, misuse, improper care, or any other exclusions outlined in this policy
-
FURLO reserves the right to determine warranty eligibility and the appropriate service solution in each case