Return and Refund Policy

Last updated: 26 March 2026

We want you to feel confident shopping with us. This policy explains how change-of-mind returns, faulty or incorrect items, order cancellations, and refunds work for orders placed on our Australia store.

1. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

If a product you buy from us does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the problem. If the problem is major, you can generally choose a refund or replacement. If the problem is minor, we may choose to repair the item, replace it, or provide a refund within a reasonable time. ACCC guidance also makes clear that businesses must not tell consumers that store policies override these rights.

2. Change-of-mind returns — 30-day store return window

For most products, we offer a 30-day store return window from the date of delivery for change-of-mind returns or exchanges.

To be eligible under this voluntary store policy, the item must generally be:

  • unused
  • undamaged
  • in its original packaging
  • returned with all accessories included
  • supported by proof of purchase

This 30-day store return window is an additional benefit we offer. It does not replace or limit any rights you may have under Australian law. Under the ACL, consumers are not automatically entitled to a refund just because they changed their mind, so any change-of-mind return right usually depends on the store’s own policy.

3. Items not eligible for voluntary change-of-mind return

The following items are generally not eligible for change-of-mind return under our voluntary store policy:

  • personalised items
  • made-to-order items
  • hygiene-sealed goods once unsealed, such as certain grooming items clearly marked on the product page

This section applies only to our voluntary store return policy and does not affect rights you may have if an item is faulty, unsafe, not as described, or otherwise does not meet a consumer guarantee. ACCC guidance warns that businesses must not present exclusions in a way that misleads consumers about statutory rights.

4. Faulty, damaged, incorrect, or not-as-described items

If your order arrives faulty, damaged, incorrect, unsafe, or not as described, please contact us as soon as reasonably possible at support@fluffypuppypetstore.com with your order number and clear photos or video where available.

We will review the issue and provide a remedy in line with the Australian Consumer Law.

Depending on the circumstances, that may include:

  • a repair
  • a replacement
  • a refund
  • another appropriate remedy required by law

If the issue is a major problem, you can generally choose a refund or replacement. If the issue is a minor problem, we may choose to repair, replace, or refund the item within a reasonable time. ACCC guidance also says consumers do not need the original packaging to seek a remedy for a faulty product, although proof of purchase can still be requested.

5. Proof of purchase

To help us process a return, exchange, or consumer guarantee claim, we may ask for proof of purchase, such as your order number, receipt, confirmation email, or another reasonable record of the transaction.

Under Australian law, proof of purchase can be requested, but a faulty item claim should not be refused simply because the customer no longer has the original product packaging.

6. Orders marked “delivered” but parcel not received

If tracking shows your parcel as delivered but you cannot locate it, please contact us promptly.

We may ask you to:

  • check with household members, neighbours, building staff, or any safe place instructions
  • confirm the delivery address used
  • share any relevant delivery details

We will assist with a carrier investigation, including review of delivery scans, GPS, or driver notes where available. For some higher-value orders, signature on delivery may be used.

7. Order cancellations and changes

Orders can usually be changed or cancelled within 12 hours of purchase.

If the order has already moved into processing or shipping, changes or cancellations may no longer be possible, but you may still be able to return the item under this policy or rely on your rights under the ACL where applicable.

8. Refund timing and method

For approved change-of-mind returns, we usually process refunds within 5–10 business days after the returned item is received and inspected.

For approved returns relating to a faulty, damaged, incorrect, or non-compliant item, refunds will be processed within a reasonable time after the claim is approved and any necessary return or evidence requirements are completed.

Refunds are issued to the original payment method unless otherwise agreed or required by law. Bank or payment-provider processing times may vary.

ACCC guidance says businesses must provide the remedy required by the ACL and must not replace that remedy with a store credit, exchange card, or other substitute when the law gives the consumer a different entitlement.

9. Return shipping costs

For change-of-mind returns, return shipping costs are paid by the customer unless we state otherwise.

For faulty, damaged, incorrect, or not-as-described items, we will cover reasonable return shipping costs or provide a prepaid return option where a return is required as part of the remedy process.

10. How to start a return

Email support@fluffypuppypetstore.com with:

  • your order number
  • the reason for the return
  • photos or video, if the item is damaged, faulty, or incorrect

We will review the request and provide the correct next steps, including the correct return address where needed. Please do not send items back to the manufacturer unless we specifically instruct you to do so. ACCC guidance says businesses must not simply tell consumers to take consumer-guarantee problems to the manufacturer instead of dealing with them.

11. Chargebacks

If there is a problem with your order, please contact us first. We can often resolve issues more quickly through customer support.

We may dispute chargebacks that we reasonably believe are fraudulent or inaccurate, including by relying on delivery, tracking, and communication records.

Nothing in this policy restricts any rights you may have under applicable law.

12. Contact

Support: support@fluffypuppypetstore.com
Phone: +44 7831 040926