Return and Refund Policy

Last updated: 26 March 2026

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

1. Your statutory right of withdrawal — 14 days

If you buy goods from our Europe store online or by another distance method, you generally have the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason, subject to the usual legal exceptions. This is your statutory withdrawal right.

To exercise this right, please email support@fluffypuppypetstore.com with your order number and a clear statement that you want to cancel or withdraw from the purchase.

After telling us you wish to withdraw, you should send the goods back within 14 days. Please do not send items back to the manufacturer. We will provide the correct return address and return instructions. EU business guidance says traders must tell customers the conditions, time limits, and procedures for withdrawal, and must inform customers in advance if the customer must bear return shipping costs.

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 chose a more expensive delivery method than our standard delivery option, we do not refund the extra cost above the standard outbound delivery rate. EU withdrawal rules specifically require refund of the standard delivery cost, not optional delivery upgrades.

For change-of-mind withdrawal, return shipping costs are paid by the customer, unless we state otherwise or unless mandatory law requires a different result. Under EU guidance, the customer is normally responsible for return postage during the cooling-off period if informed in advance; if the trader fails to give that information before purchase, the trader can become responsible for those costs.

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. Voluntary 30-day store return window

In addition to statutory rights, we offer 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

This voluntary store return window is separate from and does not replace your statutory rights. EU consumer guidance recognizes that stores may also offer their own additional return policies on top of legal rights.

4. Items not eligible for return under the voluntary change-of-mind policy

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

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

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

EU consumer guidance also lists exceptions to the withdrawal right, including clearly personalised goods and certain sealed goods once opened.

5. 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.

For goods sold to consumers in the EU, you have a minimum 2-year legal guarantee if goods are faulty or do not conform to the contract, although national law in your country may provide more protection. Under EU rules, the seller must provide a remedy free of charge. Depending on the circumstances, this may involve repair, replacement, a price reduction, or a refund.

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

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 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, but 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.

8. Refund timing and method

For statutory withdrawal, we will process the refund within 14 days of receiving your cancellation request, but we may wait until we have received the goods back or you provide evidence that you sent them back, whichever happens first. That is the standard EU refund rule for withdrawn distance purchases.

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

For approved faulty-item claims, 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. Bank or payment-provider processing times may vary.

9. Return shipping costs

For statutory withdrawal and voluntary 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.

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.

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. 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. Statutory rights

Nothing in this policy affects your statutory rights.

13. Contact

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