Returns & Refunds

Most returns we receive are not about the piece itself. They are about a bracket that seated at an angle, a size that reads differently in the room than on the screen, or a cat that needs a week to decide the tree is theirs. All three are fixable, and none of them require shipping furniture across the country.

Before you begin a return, write to our concierge team at sales@furrandco.com. We will send you the assembly walkthrough for your specific piece, troubleshoot a wobble or a gap on a short video call, and replace any single component free of charge — no return required.

You may request a return within 14 days of delivery. Requests made after day 14 cannot be accepted.

Items must be returned

• In original, unused condition, with all tags attached
• In the original packaging, including internal protective materials
• With all assembly hardware and components, complete
• Free of pet use, wear, hair, odour, or damage
• With proof of purchase — order number or receipt

Not eligible for return

• Custom orders — custom colours, dimensions, or engraving — unless they arrive damaged or defective
• Grooming and wash products once opened, for hygiene reasons
• Gift cards
• Any piece showing signs of pet use

Our pieces are made in small runs from solid hardwood and quarried stone. Every returned piece is individually inspected, repacked, and in most cases cannot be sold again as new. A 20% restocking fee applies to returns made for reasons of preference, and is deducted from your refund.

In other words: if anything is wrong on our side, you pay nothing. The fee applies only when the piece is exactly as described and you have simply changed your mind.

Contact us within 48 hours of delivery with photographs of the issue. We will arrange a replacement or a full refund at no cost to you, including return shipping. No restocking fee, no deductions.

What this covers

• Manufacturing defects in materials or workmanship
• Damage sustained in transit
• Missing components or hardware
• A piece that does not match your order

• Write to sales@furrandco.com within 14 days of delivery with your order number
• Tell us what happened — we may be able to resolve it without a return
• If a return is right, we issue a return authorisation and a shipping label
• Repack the piece in its original packaging and send it with the label provided
• We inspect on arrival and issue your refund within 5–7 business days to the original payment method

Returns sent without a return authorisation cannot be processed or refunded.

Return shipping. For damaged, defective, or incorrect items, we provide a prepaid label and cover the cost entirely. For preference returns, we provide the label and deduct its cost from your refund alongside the restocking fee.

Original shipping. Original shipping charges are non-refundable, except where the fault is ours.

Exchanges. We do not process direct exchanges. Return the piece for a refund and place a new order for the one you would prefer — this gets the right piece to you sooner. If you would like help with sizing or choosing between two pieces, write to us before ordering and we will advise.