Return and Refund Policy

Last updated: 18 June 2026

Return and Refund Policy summary

FluffyPuppy accepts eligible returns and exchanges for orders placed through our Europe store.

For many online purchases made by consumers in the EU, customers have a 14-day statutory right of withdrawal from the day they receive the goods, subject to legal exceptions. This is also known as the cooling-off period.

EU customers can use the withdrawal button or link available on our website to submit a statutory withdrawal request electronically. Customers may also contact us by email if they prefer.

In addition to statutory rights, FluffyPuppy offers a 30-day store return window for most unused items from the date of delivery. Items must usually be unused, undamaged, in their original packaging, returned with all included accessories, and supported by proof of purchase.

We accept eligible exchanges, including requests for a different size or colour where available.

For statutory withdrawal and change-of-mind returns or exchanges, customers are responsible for return shipping costs unless we state otherwise or the law requires a different result. FluffyPuppy does not charge a restocking fee for approved returns.

If your order arrives faulty, damaged, incorrect, unsafe, or not as described, please contact us so we can review the issue and provide an appropriate remedy in line with applicable consumer law.

1. Statutory right of withdrawal: 14 days

If you buy goods from our Europe store online or by another distance method as a consumer in the EU, you generally have the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason, subject to legal exceptions.

If your order is delivered in more than one parcel, the 14-day withdrawal period generally starts when you receive the last item in the order.

Your withdrawal request is valid if it is submitted before the 14-day withdrawal period expires.

You do not need to give a reason when using your statutory right of withdrawal.

How to exercise your statutory right of withdrawal

To exercise your statutory right of withdrawal, you may use either of the following methods:

Use the withdrawal button or link available on our website.

Email support@fluffypuppypetstore.com with your order number and a clear statement that you want to withdraw from the purchase.

Using the withdrawal button or link

When you use the withdrawal button or link on our website, you will be asked to provide the required information, such as your name, contact details, and order reference or order details.

You will then be asked to confirm the withdrawal request before it is submitted.

After your electronic withdrawal request is submitted, you will receive confirmation of the request by email or another durable medium.

Returning goods after withdrawal

After telling us that you wish to withdraw, you should send the goods back within 14 days.

Please do not send items back to the manufacturer or to any address without receiving return instructions from us first. We will provide the correct return address and return instructions.

2. Refunds for statutory withdrawal

Where the statutory withdrawal right applies, we will refund:

the price paid for the goods

the standard outbound delivery cost, if you paid one

If you chose a more expensive delivery method than our standard delivery option, we do not refund the extra cost above the standard outbound delivery rate.

For statutory withdrawal, return shipping costs are paid by the customer unless we state otherwise or unless mandatory law requires a different result.

We will refund using the original payment method unless otherwise required by law or agreed with you. You will not be charged a fee by us for the refund.

For statutory withdrawal, we will process the refund within 14 days of receiving your withdrawal request. We may wait until we have received the goods back or until you provide evidence that you sent them back, whichever happens first.

If the goods were handled beyond what is necessary to establish their nature, characteristics, and functioning, we may reduce the refund to reflect the loss in value where permitted by law.

3. 30-day voluntary store return window

In addition to statutory rights, FluffyPuppy offers a 30-day store return window from the date of delivery for most 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, such as your order number or confirmation email

This voluntary 30-day return window is separate from and does not replace or limit your statutory rights.

4. Exchanges

We accept eligible exchanges, including requests for a different size or colour where available.

To request an exchange, please contact us within 30 days of delivery with your order number, the item you received, and the size, colour, or product variation you would like instead.

Exchanges depend on product availability. If the requested replacement is not available, we may offer another suitable option or process the request as a return in line with this policy.

For change-of-mind exchanges, customers are responsible for return shipping costs unless we made an error with the order or another remedy is required by applicable law.

5. Items not eligible for change-of-mind returns

Some items are not eligible for change-of-mind returns under our voluntary 30-day store return policy.

This may include:

personalised items

made-to-order items

hygiene-sealed goods once unsealed

grooming items or pet-care items clearly marked as non-returnable on the product page

used pet beds, blankets, fabric accessories, or other pet products that show signs of use

Some legal exceptions may also apply to the statutory right of withdrawal. These may include clearly personalised goods and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery, where permitted by law.

These exclusions do not affect any statutory rights you may have if the product is faulty, unsafe, not as described, or otherwise non-conforming.

6. Faulty, damaged, incorrect, unsafe, 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.

Please include:

your order number

a short description of the issue

clear photos or video of the item, packaging, and shipping label where available

For goods sold to consumers in the EU, you may have legal guarantee rights if goods are faulty or do not conform to the contract. Depending on the circumstances, the remedy may include repair, replacement, a price reduction, refund, or another remedy required by applicable law.

If a return is required because the item is faulty, damaged, incorrect, unsafe, or not as described, FluffyPuppy will cover reasonable return shipping costs or provide a prepaid return option where appropriate.

7. Proof of purchase

To help us process a return, exchange, refund, withdrawal, or product issue claim, we may ask for proof of purchase.

This may include:

your order number

your receipt

your confirmation email

the email address used at checkout

another reasonable record of the transaction

8. 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 help review the delivery status and, where available, assist with a carrier investigation. This may include reviewing delivery scans, GPS information, driver notes, delivery photos, or signature confirmation where applicable.

9. Order cancellations and changes before dispatch

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. If cancellation is no longer possible, you may still be able to exercise your statutory withdrawal right after delivery, where it applies, or use the voluntary return process set out in this policy.

10. How to start a return, exchange, withdrawal, or claim

To start a statutory withdrawal request, EU customers may use the withdrawal button or link available on our website.

You may also email support@fluffypuppypetstore.com.

Please include:

your order number

your name and contact details

the reason for the return, exchange, or claim, if applicable

the size, colour, or item you would like instead, if requesting an exchange

photos or video if the item is damaged, faulty, incorrect, unsafe, or not as described

a clear statement that you want to withdraw from the purchase, if using your statutory withdrawal right by email

You do not need to give a reason when using your statutory right of withdrawal.

We will review your request and provide the correct next steps, including the return address where needed.

If we use an RMA or return reference, it is only to help us process the return faster and does not remove or reduce any statutory withdrawal rights.

11. Return shipping costs

For statutory withdrawal and voluntary change-of-mind returns or exchanges, customers are responsible for return shipping costs unless we state otherwise or unless mandatory law requires a different result.

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

Original shipping costs are non-refundable for voluntary change-of-mind returns unless otherwise stated. For statutory withdrawal, the standard outbound delivery cost is refunded where required by law.

12. Restocking fees

FluffyPuppy does not charge a restocking fee for approved returns.

13. Refund timing and method

For statutory withdrawal, we will process the refund within 14 days of receiving your withdrawal request. We may wait until we have received the goods back or until you provide evidence that you sent them back, whichever happens first.

For approved voluntary change-of-mind returns under our 30-day store policy, we usually process refunds within 5 to 10 business days after the returned item is received and inspected.

For approved refunds relating to a faulty, damaged, incorrect, unsafe, or not-as-described item, refunds are 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.

After we issue the refund, your bank, card provider, or payment provider may need additional time to post the funds to your account.

14. Payment disputes and chargebacks

If there is a problem with your order, please contact us first so we can review the issue and help resolve it.

In the event of a payment dispute, we may provide order details, tracking records, delivery information, and communication records to the payment provider.

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

15. Statutory rights

Nothing in this policy affects your statutory rights.

If there is any conflict between this policy and mandatory consumer protection law that applies to your purchase, the mandatory legal rights will apply.

16. Contact

For return, exchange, refund, withdrawal, or product issue questions, please contact us by email and include your order number so we can help faster.

Email: support@fluffypuppypetstore.com