Refund & Returns Policy

We want you to love your Fern™ Pet Accessories. If something isn’t right, this policy explains how returns, exchanges, and refunds work. Need help? Email [email protected].

Return Window

• Returns are accepted within 30 days of delivery.
• Items must be unused, in original condition, with tags/packaging intact.
• Please obtain return authorisation from our team before sending items back.

What’s Eligible

• Most regular-price products purchased on owlfern.com.
• Gifts may be returned for store credit to the original purchaser or converted to a gift credit (on request).

What’s Not Eligible

• Personalised, custom-made, or made-to-order items (unless defective on arrival).
• Final-sale/clearance items as marked on the product page.
• Used, washed, or damaged items not due to carrier transit.

How to Start a Return

Email [email protected] with:

• Your Order ID and purchase email.
• Item(s) you wish to return and a brief reason.
• Photos if the item arrived damaged/defective (outer box + product).

Shipping Your Return

• We’ll send instructions and the return address after authorisation.
• Please pack items securely to avoid damage in transit.
• For defective/incorrect items, we will cover or reimburse reasonable return shipping.

Refunds

• Approved returns are refunded to the original payment method once inspected.
• Timing depends on your bank/payment provider (typically 7 business days after we issue it).
• Original promotional discounts aren’t refunded; partial returns may adjust discounts on kept items.

Exchanges

Prefer an exchange? Tell us the replacement item/variant in your email. If in stock, we’ll hold it and process the exchange once your original item is scanned by the carrier or received.

International Orders

Fern™ offers Free Worldwide Shipping. Local VAT/customs/duties may still apply and are paid by the recipient; these third-party charges aren’t refundable by Fern™.