Refund policy
At The Fernby, we want you and your pet to be happy with every order. If something isn't right, we keep returns simple and straightforward.
Order cancellations Changed your mind? You can cancel within 24 hours of placing your order by emailing info@thefernby.com with your order number. After that, we may not be able to stop an order once it's being processed or has shipped — if it's already on its way, you're welcome to return it under this policy.
30-day returns You have 30 days from the day your order arrives to return an item. To be eligible, items should be unused, in their original condition, and returned with the original packaging, tags and any accessories. Our team will guide you through it, and there's no restocking fee.
At a glance:
- Return window: 30 days from delivery
- Condition: unused, with original packaging, tags and accessories
- Restocking fee: none
Return costs
- Faulty or incorrect items: if an item arrives damaged, defective, or isn't what you ordered, we cover the return at no cost to you.
- Change of mind: if you ordered the wrong item, it doesn't suit, or you simply no longer want it, return postage is your responsibility. Original shipping costs are non-refundable.
How to return an item
- Get in touch — email info@thefernby.com with your order number and the reason for the return.
- Pack it up — repack the item securely in its original packaging with all tags and accessories.
- Send it back — post it using the instructions in the return authorisation email we send you.
Refund process Once we receive and inspect your return, we'll check it meets the conditions above. Approved refunds are issued to your original payment method, usually within 7 business days (your bank or provider may take a little longer to show it).
Exchanges Prefer a different size, colour or item? We're happy to arrange an exchange — just email info@thefernby.com.
If your order hasn't arrived If your order doesn't turn up within the estimated delivery window, email info@thefernby.com with your order number. We'll investigate with the carrier, and if it's confirmed lost, we'll arrange a replacement or a full refund at no cost to you.
Items we can't accept back For hygiene reasons, used bedding and similar items can't be returned unless they're faulty. Any non-returnable items are clearly marked on their product pages.
Changes to this policy We may update this policy from time to time; the revised date will appear here, and continued use of the site means you accept the changes.
Questions? See our FAQ page or contact us using the details below.
Contact
Store Address: 30 Pemberley Chase, Sutton-in-Ashfield, NG17 1LF, United Kingdom
Store Email: info@thefernby.com
Store Phone: +44 115 794 0391
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We do our best to reply to your email within 1–2 business days.