Refund policy

Furlovique is operated by GALLOPING PONY LLC. We want customers to feel confident about every purchase. This policy explains our return, exchange, cancellation, and refund procedures.

30-Day Return Period

We accept returns of eligible defective and non-defective products within 30 calendar days after delivery.

To request a return, contact us before mailing the product:

Email: support@furlovique.com
Phone: +1 765-243-2215
Customer Service Hours: Monday–Friday, 10:00 AM–5:00 PM Eastern Time

Please provide:

  • Your order number;

  • The name of the product being returned;

  • The reason for the return; and

  • Clear photographs if the product arrived damaged, defective, incomplete, or incorrect.

Returns sent without prior authorization may be delayed or refused.

Return Eligibility

We accept approved returns of both defective and non-defective products.

To qualify for a non-defective return, the product must be:

  • New, unused, and in its original condition;

  • Free from pet hair, odors, stains, chewing, scratches, or other signs of use;

  • Returned with its original packaging, tags, accessories, manuals, and components; and

  • Accompanied by valid proof of purchase.

Products that arrived damaged, defective, incomplete, or incorrect are not subject to the unused-condition requirement when the reported issue is the reason for the return.

Return Mailing Period

After a return request is approved and return instructions are provided, the package must be given to the shipping carrier within 14 calendar days.

A return authorized within the original 30-day return period will remain eligible when it is mailed within the authorized 14-day mailing period.

Return Method

Returns must be sent by mail. We do not accept in-person returns.

Approved returns must be sent to:

GALLOPING PONY LLC
769 Lane Allen Rd
Lexington, KY 40504
United States

Do not mail a product until you have received return authorization and instructions from Furlovique.

Free Prepaid Return Label

Furlovique provides a free downloadable and printable prepaid return shipping label for all approved returns of eligible products.

After approving the return, we will email the prepaid return label and return instructions to the email address associated with the order.

There is no return shipping charge when the prepaid return label provided by Furlovique is used.

This free prepaid return-label policy applies to approved returns involving:

  • Eligible non-defective products;

  • Damaged products;

  • Defective products;

  • Incorrect products; and

  • Incomplete orders.

The prepaid label may only be used for the approved product and return request.

We do not reimburse independently purchased return postage unless Furlovique authorized the expense in writing before the product was mailed.

Restocking Fee

We do not charge a restocking fee for approved returns.

Exchanges

We accept exchanges of eligible products within 30 calendar days after delivery, subject to availability.

Contact us and obtain authorization before returning the original product.

If the requested replacement is unavailable, you may choose:

  • Another eligible product;

  • A refund to the original payment method; or

  • To wait for restocking, when available.

Damaged, Defective, Incomplete, or Incorrect Products

Inspect your order promptly after delivery.

If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us with:

  • Your order number;

  • A description of the issue; and

  • Clear photographs of the product and packaging.

Depending on the circumstances, we may provide:

  • A replacement;

  • An exchange;

  • A refund; or

  • Another appropriate resolution.

Retain the product and its original packaging until we have reviewed your request.

Refund Processing

After receiving the returned product, we will inspect it and notify you of the outcome.

Approved refunds will be issued to the original payment method within 5 calendar days after we receive and inspect the return.

Your bank, card issuer, or payment provider may require an additional 5–10 business days to post the refund to your account. This additional posting period is controlled by the financial institution and is separate from Furlovique’s internal refund-processing period.

Original Shipping Charges

Standard shipping on eligible orders is free.

If an optional paid expedited shipping service was selected, the original expedited shipping charge is non-refundable unless the return resulted from a damaged, defective, incomplete, or incorrect product or another error by Furlovique.

Partial or Denied Refunds

A refund may be reduced or denied if a non-defective product is returned:

  • Used, altered, or damaged after delivery;

  • Contaminated with pet hair, odors, stains, or other substances;

  • Missing original packaging, accessories, tags, manuals, or components;

  • Outside the applicable return period; or

  • Without prior return authorization.

These restrictions do not apply when the product’s condition resulted from a defect, shipping damage, or an error by Furlovique.

Order Cancellations

You may request cancellation before an order has been processed for shipment.

We cannot guarantee cancellation after fulfillment has begun. If an order has already shipped, it must be handled under this Refund Policy.

We may cancel and refund orders involving:

  • Suspected fraud;

  • Unauthorized payment activity;

  • Inventory errors;

  • Obvious pricing or listing errors; or

  • Unsupported or undeliverable addresses.

Approved cancellation refunds will be issued to the original payment method.

Unavailable Products

If a purchased product becomes unavailable, we will contact you.

You may choose:

  • A full refund;

  • An available replacement product; or

  • To wait for restocking, when available.

Contact Us

Furlovique
Operated by GALLOPING PONY LLC
769 Lane Allen Rd
Lexington, KY 40504
United States

Email: support@furlovique.com
Phone: +1 765-243-2215
Customer Service Hours: Monday–Friday, 10:00 AM–5:00 PM Eastern Time
Website: https://furlovique.com/