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 Canada store.

1. Consumer rights in Canada

Nothing in this policy limits any rights you may have under applicable consumer protection law in your province or territory.

For Canada orders, your legal rights may depend on the law where you live, the type of product involved, and the nature of the issue. Our store return policy is separate from any rights you may have under applicable law. The Government of Canada notes that many consumer issues involving contracts, refunds, and exchanges are handled at the provincial or territorial level.

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 store policy. It does not replace or limit any legal rights you may have. The Office of Consumer Affairs says businesses are generally not legally obligated to accept returned items unless they are defective, so change-of-mind returns are mainly governed by the seller’s disclosed policy where one exists.

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 any rights you may have if an item is defective, incorrect, unsafe, or otherwise covered by applicable law.

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

If your order arrives faulty, damaged, incorrect, 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 an appropriate remedy based on the circumstances and applicable law. Depending on the situation, this may include:

  • a replacement
  • a refund
  • another appropriate resolution

If a return is required as part of the resolution, we will cover reasonable return shipping costs or provide a prepaid return option where appropriate.

5. Proof of purchase

To help us process a return, exchange, or product issue, we may ask for proof of purchase, such as your order number, receipt, or confirmation email.

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 any rights available under applicable law.

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 not-as-described 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 required by law or agreed with you. Bank or payment-provider processing times may vary.

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 resolution.

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.

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