Return Policy
We want you to love your SugarFur.
If something isn't quite right, we're happy to help with a return, exchange, or store credit as long as your item meets the requirements below. 💕
🇺🇸 U.S. Returns & Exchanges
Return requests must be submitted within 14 days of the date your order was delivered.
- Unworn and unused
- Clean and free of stains, dirt, dust, glitter, makeup, deodorant, pet hair, or other debris
- Free of perfume, smoke, body odor, or other scents
- Free of damage or signs of wear
- Returned with all original tags, accessories, and packaging
Trying your coat on briefly indoors for fit is completely fine. However, items that have been worn to a festival, event, party, photoshoot, outdoors, or for an extended period are considered used and are not eligible for return.
Our faux fur and light-colored fabrics can easily show signs of wear, so every return is carefully inspected when it arrives. If an item shows signs that it has been worn, used, damaged, or otherwise does not meet the requirements above, we reserve the right to decline the return and send the item back to the customer.
- AA-battery items: Battery pull-tab must still be intact and the battery pack must show no signs of use.
- USB-C rechargeable items: Charging port must show no signs of use and the battery must be at its original charge level.
Not sure which version you have? Check the zipper pocket — charging port = USB-C, battery compartment = AA.
Hygiene: Please try on hoods, leg warmers, and any skin-contact items over clothing only — never against bare skin.
Combo & set returns
If you're returning part of a combo (like the Pretty Kitty Hood + Sleeves), the refund is calculated at the individual item prices, not the combo discount. Returning the full combo gets you the full combo price back.
💰 Choose the return option that works best for you
Once your return is approved, you can choose from the following options:
💳 Refund to your original payment method
A 15% restocking fee per item will be deducted from your refund. This helps cover the inspection, LED testing, steaming, fluffing, and repackaging required to prepare each returned piece.
If you paid for shipping when placing your original order, those shipping charges are non-refundable.
🔄 Exchange for a new size or color
No restocking fee. You are responsible for shipping your original item back to us, and we'll cover the shipping cost to send your replacement item to you. Exchanges are subject to product availability.
✨ Store credit
No restocking fee and no deductions. You'll receive the full eligible value of your returned item as a digital SugarFur gift card that never expires.
📦 Return shipping
Customers are responsible for the cost of shipping items back to us and may use the carrier of their choice. We strongly recommend using a tracked shipping method so you can confirm that your return arrives safely.
💕 Want to avoid the 15% restocking fee? You're always welcome to choose an exchange or store credit instead.
❌ Not eligible for return
- Worn, washed, or altered items, or items with signs of use
- Items missing tags, packaging, battery pull-tabs (AA), or with signs of charging (USB-C)
- Return requests submitted more than 14 days after delivery
- Items discounted 30% or more (final sale)
- Custom or made-to-order pieces (final sale)
- International orders (final sale — see below)
🚀 How to start a return or exchange
The fastest way: use our return request form — it takes about a minute. Submit your request within 14 days of your delivery date and include your order information and the reason for your return.
Start a Return →Return approval is not automatic — a member of our team reviews each request to make sure it meets the eligibility requirements above. We'll respond within 2–4 business days with your return authorization and the address where your item should be shipped.
Please do not send your item back before your return is approved. Returns sent without prior authorization may be refused.
Approved refunds are processed within 10 business days after your return is received and inspected. Please allow additional time for your bank or payment provider to post the refund to your account. For exchanges, we'll ship your replacement as soon as your returned item has been received and approved.
🛠️ Damaged or defective items
Arrived damaged, or think it's a manufacturing defect?
Contact us within 48 hours of delivery through the Start a Return page or at hello@sugarfur.com. Please include clear photos and/or videos showing the issue — for LED or electrical issues, a short video is especially helpful. If we determine your item has a true manufacturing defect, we'll make it right at no cost to you. ✨
💡 LEDs acting up? Don't box it up yet!
Many LED issues turn out to have a quick fix — like a battery pull-tab that needs to be removed, a connector that came loose during shipping, or a power bank that needs to be charged. Tell us what's happening and leave your phone number if you'd like a call — we're happy to personally walk you through troubleshooting by phone or email.
🌍 International returns & exchanges
At this time, all international orders are final sale. We don't accept returns or exchanges on international shipments — as a small business, the return logistics and customs costs are too high to support right now.
What's still covered
- Damaged in transit: If you purchased shipping insurance, file a claim through the provider listed at checkout.
- Manufacturing defects: Email hello@sugarfur.com within 7 days of delivery with clear photos. We'll review each case individually.
Customs, duties & taxes
Import duties, customs fees, VAT/GST, and brokerage charges are the customer's responsibility and are not included in your product price or shipping cost at checkout. These fees are set by your country's customs authority, not by SugarFur — we don't collect them, and we can't predict the exact amount. See our Shipping Policy for full details.
We're also not responsible for delays caused by customs processing or carriers.
We're a small business and want to make returns as easy and fair as possible while ensuring every SugarFur piece we send out meets our quality standards.
Please only return items that are genuinely unworn and unused. Trying your item on indoors for fit is absolutely okay — wearing it out to an event, festival, party, photoshoot, or outdoors means it has been used and can no longer be accepted as a return.
Thank you for treating your SugarFur with care while you decide if it's the one. ✨