Refund policy
We want every groomer who tries Furgenics to be confident in the purchase. If a product doesn't work for you, we'll refund it.
The basics
- 30-day window. You have 30 days from the date your order was delivered to request a refund.
- No return shipping required. Once your refund is approved, you can keep the remaining product or recycle the bottle locally — whichever makes sense. We don't ask you to ship the product back.
- Full refund of the purchase price. Refunds are issued to the original payment method.
- Original shipping charges are refunded if the return is due to a defect, damage in transit, or a fulfillment error on our end. Original shipping is not refunded for change-of-mind returns.
How to request a refund
For any order placed on furgenics.com, regardless of where it shipped to, email info@furgenics.com with:
- Your order number (starts with
#, found in your order confirmation email) - A brief description of the issue (didn't perform as expected, allergic reaction, damaged in transit, wrong product, etc.)
- A photo if the product arrived damaged or if you received the wrong item
We'll respond within 2 business days. Approved refunds are processed to your original payment method within 5–10 business days; depending on your bank, it can take an additional 3–7 business days for the refund to appear on your statement.
Damaged or defective products
If a product arrives damaged — leaking, with a broken cap, or otherwise unusable — we'll refund or replace it at no cost to you. Email us within 7 days of delivery with a photo and your order number, and we'll send a replacement or process a refund, whichever you prefer. You don't need to ship the damaged product back.
If a product is defective in a way that's not visible at delivery (separates strangely, doesn't lather correctly, has an unusual smell), email us within 30 days with a description and we'll refund or replace it.
Wrong product received
If we shipped the wrong product, email info@furgenics.com with your order number and a photo of what you received. We'll ship the correct product to you and either refund the original or arrange a return at our expense — your call.
Allergic or skin reactions
Furgenics shampoos and conditioners are formulated for dogs, pH-balanced for canine skin, and free of common irritants (sulfates, parabens, dyes). However, individual dogs can have unpredictable reactions to any new product, including ours.
If your dog experiences an allergic reaction or skin irritation after using a Furgenics product, stop using the product immediately and consult your veterinarian. We'll provide a full refund within the 30-day window — just email us with your order number and a brief description. You don't need to return the product.
Promotional discount orders (FUR20 and similar)
Orders placed with a first-time-customer discount code such as FUR20 are eligible for a refund under the same terms as full-price orders. If you receive a refund on an order that used a first-time discount code, the discount code cannot be reused on a future order — each first-time code is limited to one use per customer.
Groomer Program samples
Free 8oz samples distributed through the Groomer Program are not refundable, since they are provided at no cost. If a free sample arrives damaged or you have a concern about a sample, please email us anyway — we'll send a replacement sample or address the issue, even though no refund is involved.
Wholesale and bulk orders
Wholesale orders and bulk purchases (typically 6+ gallons) follow a separate refund process and are handled case-by-case. If you placed a wholesale order and need to discuss a refund, email info@furgenics.com with your purchase order or invoice number and we'll work with you directly.
What's not eligible for a refund
- Orders placed more than 30 days before the refund request (with the exception of products under manufacturer warranty for hidden defects, which are handled case-by-case)
- Free samples from the Groomer Program (since no payment was made)
- Subscription or recurring orders that have already shipped, beyond the 30-day window for each individual shipment
- Furgenics products purchased through retailers other than furgenics.com. If you bought a Furgenics product elsewhere (Amazon.com, a pet store, a distributor, or any other third-party retailer), please use that retailer's return process — they have your purchase record and we don't.
Where we ship
Furgenics currently ships to addresses in Canada and the United States. We do not currently ship outside of Canada and the U.S.
Your statutory rights
This refund policy is in addition to, and does not limit, any rights you have under applicable consumer protection law, including (if you are a Canadian customer) the consumer protection legislation of your province or territory.
Contact us
Questions about a refund or return?
- Email: info@furgenics.com
- Mailing address: Furgenics, 90 Moyal Ct, Concord ON, L4K 4R8, CA
We respond to all refund inquiries within 5 business days.
Effective date: October 24th, 2024
Last updated: April 28th, 2026