Refund policy
Returns, Exchanges & Sizing
Last updated: October 10, 2026
Fursona Harbor is operated by Libertavia LLC. Our collection includes personalized costumes and pre-made pieces. Please review your selection, measurements and confirmed specifications before ordering.
1. Custom and personalized orders
Items made to your individual specifications or clearly personalized are final sale for change of mind, to the extent permitted by applicable law. We do not offer voluntary returns or exchanges for a change in style, color preference, intended use, or personal fit or comfort preference.
This restriction does not remove your rights if an item is faulty, damaged, incorrectly supplied or does not match the agreed specifications. Choosing a standard size or color, or purchasing a standard item on backorder, does not by itself make an item legally personalized.
2. Pre-made and other standard items
We do not offer discretionary change-of-mind returns or exchanges except where a return right is required by law. Any mandatory consumer rights in your location remain fully applicable.
For customers covered by EU or UK distance-selling withdrawal rights, eligible non-personalized goods can be cancelled within 14 days after delivery without giving a reason. Notify us by email before the deadline, then send the goods back within 14 days of that notice. You may use a clear statement identifying your order and decision to withdraw; no special form is required.
You pay the direct return shipping cost for a change-of-mind withdrawal. Please return all included components and protect the goods adequately. You may inspect them as you would in a shop; you may be responsible for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. These conditions do not restrict remedies for faulty or non-conforming goods.
3. Order changes and cancellations
Email us as soon as possible, preferably within 24 hours of ordering, if you need to request a change or cancellation. We will check the production status. For genuine custom or personalized orders, changes or cancellation may no longer be possible once materials have been prepared or production has begun. Contacting us within 24 hours does not guarantee acceptance. Mandatory cancellation, withdrawal and refund rights are unaffected.
4. Wrong, damaged or non-conforming items
If your order arrives damaged, contains the wrong item or has a production error, email contacts@fursonaharbor.com with your order number, a description and clear photos or video where reasonably possible. Please report visible issues within 3 days of delivery so we can investigate promptly. This is a request for prompt notification, not a deadline that removes your statutory rights or rights relating to a hidden defect.
We will review the issue and provide the remedy required by applicable law, which may include repair, replacement, an appropriate price reduction or a refund. We cover necessary return shipping for a confirmed fault or error on our side. You do not need to settle a claim with our supplier or carrier before exercising your rights against us.
5. Measurements and fit
Check all measurements and follow the measuring instructions supplied for your order. Ask us before production if anything is unclear. Where an item matches the specifications and measurements you approved, we do not offer a voluntary return or exchange because measurements you supplied were incorrect or because you would prefer a different fit.
If the finished item does not match the confirmed measurements or specifications, contact us with the details. We will assess the discrepancy and arrange an appropriate remedy. Any optional alterations outside our obligations must be agreed separately, including any cost, before work begins.
6. Handmade variations and screen colors
Where an item is handmade, small variations in stitching, symmetry, brushing and finishing can occur. Screen settings may also affect how colors appear. Minor variations alone do not qualify for a discretionary return when the item still meets its description and agreed specifications. Significant differences, faulty workmanship and non-conformity are not excluded by this clause.
7. Shipping damage and delivery problems
If packaging arrives visibly damaged, retain it and photograph the package and contents where possible. Contact us promptly. We will investigate with the carrier as appropriate. Carrier or customs delays do not automatically create a voluntary change-of-mind return right, but they do not remove any legal right to delivery, cancellation or a refund. If we cannot meet a stated shipping commitment, we will communicate the revised timing and any cancellation options required by law.
8. Return instructions and refunds
Contact us before shipping anything back so we can provide the correct return address and instructions. Our registered office is not automatically a returns warehouse. A statutory withdrawal does not depend on our discretionary approval: notify us within the applicable deadline and we will provide the return instructions.
Approved refunds are sent to the original payment method unless another method is expressly agreed. For eligible EU or UK withdrawals, we refund within 14 days of receiving your withdrawal notice, but may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier. The refund includes the original standard delivery charge where required; extra costs for an upgraded delivery option are not reimbursed. Other statutory refund deadlines remain applicable. Bank processing may take additional time.
Refunds reflect the amount actually paid after applicable discounts. Any refund of part of a bundle is calculated from the discounted price allocated to the returned items, subject to your statutory rights. Unused promotional store credit earned on refunded purchases may be adjusted accordingly. Store credit is not a substitute for a monetary refund when the law requires one.
9. Contact and consumer rights
Email: contacts@fursonaharbor.com
Libertavia LLC, trading as Fursona Harbor
1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States
Nothing in this policy excludes or limits mandatory consumer protections, including legal guarantees for faulty or non-conforming goods. Where mandatory local law gives you greater protection, that law takes precedence.