Refund policy
Not quite right?
We've got options.
Here's exactly how returns and exchanges work at SugarFur — the warm version, not the corporate version. 💕
🇺🇸 U.S. Returns & Exchanges
We want you to love every second in your SugarFur piece ✨ If it's not the right fit, we accept returns on unworn, unwashed, and odor-free items within 30 days of delivery.
Return Conditions
All items must be returned in their original condition, with all tags, liners, and packaging intact.
- 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.
SugarFur reserves the right to deny returns that show signs of wear, damage, alterations, or missing components. 💫
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.
💳 Refunds & Fees
Refunds are issued to your original payment method only. Here's how it works:
- If your order qualified for free shipping ($199+): You'll get a full refund on the item(s) returned. 💕
- If you paid for shipping at checkout: Your original shipping cost is non-refundable and will be deducted from your refund.
- Return shipping back to us is the customer's responsibility.
- Please allow up to 10 business days after we receive your return for the refund to process.
💖 Free Exchanges
Need a different size or color? We've got you.
- No fees — you just cover shipping to send your item back
- We cover shipping on the replacement
- Email us ASAP so we can hold your size before it sells out
🎁 Store Credit Option
Prefer store credit? Even easier.
- No deductions — get the full value back
- Sent as a SugarFur digital gift card
- Never expires ✨
❌ Not Eligible for Return
- Worn, washed, or altered items
- Items missing tags, packaging, battery pull-tabs (AA), or with signs of charging (USB-C)
- Items discounted 30% or more (Final Sale)
- Custom or modified pieces
- International orders (see below)
🚀 How to Start a Return or Exchange
Email us at hello@sugarfur.com with:
- Your order number
- The item(s) you'd like to return or exchange
- Whether you'd like a refund, exchange, or store credit
We'll reply within 1–2 business days with the return address and next steps. Please don't ship anything back without contacting us first — returns sent without approval may be refused.
📸 Damaged or Incorrect Items
Arrived damaged in transit?
Send a clear photo to hello@sugarfur.com within 48 hours of delivery and we'll make it right. No need to ship anything back — we just need to see what happened.
Think it's a manufacturing defect?
Contact us within 7 days of delivery with clear photos of the issue. We'll review and figure out the best resolution — whether that's a replacement, repair, or refund. 💫
🌍 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.