Refund policy

Our promise

If you're not happy with your Fernwell order, we want to make it right.

 

Return window

You may request a return or exchange within 30 days of delivery. To be eligible, items must be unused, in their original packaging, and in the same condition you received them.

 

How to start a return

Email FernwellStore13@gmail.com with your order number and the reason for your return. We'll respond with instructions within 1-2 business days.

 

Refunds

Once your return is received and inspected, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5-10 business days. Since all orders ship free, there's no shipping charge to refund - but you're responsible for the cost of mailing the item back to us, unless it arrived damaged or defective.

 

Damaged or incorrect items

If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with a photo of the item, and we'll send a replacement or issue a full refund at no cost to you.

 

Non-returnable items

For hygiene reasons, opened pet food, treats, and consumable items cannot be returned unless defective.