Refund and Right of Withdrawal

At FURZION, we want you to be satisfied with your purchase. If you change your mind or experience a problem with your order, you may be entitled to return the product or request a refund under the conditions described below.

1. Right of Withdrawal

Under applicable consumer protection law, customers in the European Union generally have the right to withdraw from a purchase within 14 days, without giving a reason.

The withdrawal period starts on the day the customer, or a third party designated by the customer, receives the product.

If an order is delivered in multiple shipments, the withdrawal period starts on the day the customer receives the final product.

If the final day of the withdrawal period falls on a weekend or public holiday, the period is extended until the next working day.

2. How to Request a Return

A return must be registered in advance using the FURZION withdrawal or return form.

The customer must clearly state the order number and the product they wish to return.

For defective or damaged products, the customer must also upload a photo showing the defect or damage.

The customer does not need to create an account to request a withdrawal or return.

After submitting the withdrawal request, the customer must return the product within 14 days.

3. Return Address

Unless otherwise instructed, approved returns must be sent to:

FURZION / Hofman Animal Care
De Leemkoele 2
7468 DM Enter
The Netherlands

Please do not send a product back before the return has been registered and the customer has received the necessary return instructions.

4. Return Shipping Costs

If the customer returns a product because they no longer wish to keep it, the customer is responsible for the direct return shipping costs.

If the return is caused by a problem for which the supplier is responsible, such as:

• A defective product
• Transport damage
• A warranty issue
• An incorrect product being delivered

a return label will be provided where applicable. The package can then be handed in at a DPD parcel shop.

5. Condition of Returned Products

Products must be returned within the applicable return period and, where reasonably possible, in their original packaging.

Products that have been used or products whose original packaging is no longer in its original condition may not be accepted for return.

Customers may inspect a product to the extent necessary to establish its nature, characteristics and functioning, as they would be able to do in a physical store. If a product has been handled beyond what is necessary for such inspection, the customer may be responsible for any resulting loss in value, where permitted by law.

6. Refunds

Once the return has been received and inspected, we will process the refund.

If the customer withdraws from the purchase in accordance with the applicable withdrawal rules, the refund will include:

• The purchase price of the returned product
• The standard delivery cost paid for the original order

Additional delivery costs resulting from the customer choosing a more expensive delivery method will not be refunded.

The refund will be processed without undue delay and no later than 14 days after receiving the withdrawal notification. However, we may wait until we have received the returned product or until the customer provides proof that the product has been sent back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been agreed with the customer.

7. Damaged, Defective or Incorrect Products

If a product arrives damaged, defective or incorrect, the customer must contact us as soon as possible at:

support@furzion.com

Please include:

• The order number
• A description of the problem
• Clear photos of the product and, where relevant, the packaging

We will assess the issue and provide further instructions. If the issue is the responsibility of the supplier, a return label may be provided for delivery through a DPD parcel shop.

8. Products Excluded from Withdrawal

The right of withdrawal may not apply to certain products or situations where permitted by law, including products that:

• Are made according to the customer’s specifications
• Are clearly personalised
• Cannot be returned for hygiene or health-protection reasons after being unsealed, where applicable
• Are otherwise excluded under applicable consumer law

Any applicable exception will be communicated where relevant.

9. Contact

For questions about returns, refunds or withdrawal requests, please contact:

FURZION
Email: support@furzion.com

We will normally respond within 1–2 business days.

10. Legal Rights

Nothing in this Refund Policy limits any mandatory consumer rights under applicable Dutch or European law.