Refund policy
We sell two different kinds of thing, and they return differently. Suits — every Fulu suit is a one-of-one piece. There is exactly one of each, and once it ships there is nothing identical to replace it with. Because of that — and because a fursuit is a soft good worn against the body — we do not accept change-of-mind or fit-based returns on suits. Workshop parts and supplies — fur, bases, eyes, paws, padding, cooling and care — can be returned or exchanged when something is wrong with them, and not otherwise. Either way, what goes wrong on our side or in transit is covered, and we cover it properly.
Please read this before you order, along with the measurements listed on the product page.
Commission deposits work differently, and more generously. If you have reserved a commission rather than bought a finished piece, the paragraph above does not apply to your deposit. It stays fully refundable until we confirm we are taking your build, and we refund it in full if we decline. After we confirm and before we start building you can still cancel: we refund the deposit less the cost of any materials already bought for your piece. Once building has started the deposit is not refundable. The full terms are in our Terms of Service under "Commissions".
What is covered
- Damaged in transit. If your parcel arrives crushed, torn, soaked, or the piece inside is damaged, we will make it right.
- Lost in transit. If tracking shows the parcel never arrived, tell us as soon as it is clear and we will make it right.
- Not as described. If the piece differs materially from its listing — wrong item, missing a listed part, or outside the measurements published on its product page.
- Cancellation before dispatch. Changed your mind before we hand the parcel to the carrier? Email us and we will cancel and refund in full. Most orders ship within about four days, so that window is short — please contact us quickly.
What is not covered
- Change of mind after dispatch.
- Fit, where the published measurements were accurate. Each suit listing states the measurements that piece was built to. Premade suits are fixed sizes and cannot be resized — please measure before you order, and ask us if you are unsure.
- Normal wear, or damage from use, alterations, resizing, dyeing, or cleaning outside our care guidance.
- Damage after delivery — accidents, pets, heat, or storage.
Workshop parts and supplies
These are ordinary stock rather than one-of-one pieces, so the rule is simpler.
- Something is wrong with it — faulty, damaged on the way, not as described, or not what you ordered: we replace it or refund you, your choice where we have the stock to replace it. If we need the item back, we pay the return shipping.
- Nothing is wrong with it — a change of mind, or a size or color chosen in error: we do not take it back or exchange it. Sizes, measurements and colors are stated on each page; if you are between two, ask before you order.
Claims work the same way as for suits, below.
How to make a claim
Email hello@fulufursuits.com within 7 days of delivery and include:
- your order number;
- what is wrong, in your own words;
- photos of the piece and of the shipping box and packing materials — carriers require these for damage claims, so please keep the box until your claim is settled.
We reply within two business days.
How we put it right
Depending on what happened, we will offer a repair, a partial refund, or a full refund with return. We do our own repair work, so a damaged seam or a bent ear is usually fixable without you losing the suit you chose.
Where a covered claim requires the piece to come back to us, we pay return shipping and send you a label. Please do not ship anything back before we confirm — unapproved returns cannot be processed.
Approved refunds are issued to the original payment method within 10 business days of approval, or of the returned piece reaching us where a return applies. How quickly it appears on your statement depends on your bank. Orders paid with Shop Pay Installments are refunded through that provider and adjusted under its terms.
Repairs outside a claim
We also repair suits that are simply out of a claim — wear, an accident, a con that went hard. Email us with photos and we will quote the work case by case. You cover shipping both ways for repairs that are not part of a covered claim.
The condition of what we sell
Every piece is brand new. During construction our designers briefly wear pieces to check ergonomic fit — that is the only wear a suit has had when it reaches you, and we would rather tell you than not.
Where we ship
We sell and ship within the United States, and to the countries listed in the selector at checkout. Orders ship from Austin, Texas or Hangzhou, China, and nothing is owed on delivery wherever yours ships from. See our Shipping Policy for details.
Questions before you buy
Ask. Sizing, contents, materials, condition — we would much rather answer a question first than settle a claim later. hello@fulufursuits.com
Last updated: October 2026