Terms of Service

Last updated: 26 March 2026

1. Who we are

These Terms of Service govern your use of our Europe store and your purchases from SafeEcom Global LLP, trading as FluffyPuppy.

In these Terms, “we”, “us”, and “our” mean SafeEcom Global LLP trading as FluffyPuppy.

2. Scope and acceptance

By accessing our website or placing an order through our Europe store, you agree to these Terms, together with our Privacy Policy, Shipping Policy, and Return and Refund Policy.

You must be at least the age of majority in your country of residence, or have permission from a parent or legal guardian to use this site.

We may update these Terms from time to time. The version published on the site at the time of your use or purchase will apply.

3. Europe market scope

These Terms apply to orders placed through our Europe store and to deliveries to eligible addresses in our Europe market.

Our Europe market currently includes: Austria, Belgium, Switzerland, Germany, Denmark, Spain, Finland, France, Ireland, Italy, Netherlands, Norway, and Sweden.

4. Products, pricing, and availability

We describe and present our products in good faith. Product images, colours, textures, and finishes may vary slightly depending on your screen, device settings, or production batch.

Prices, promotions, and product availability may change from time to time. If we discover a genuine pricing, description, or availability error, we may correct it. If that affects an order you have already placed, we will contact you with the available options, including cancellation and refund where appropriate.

We may limit quantities per order, household, or customer where reasonably necessary. We may also refuse or cancel an order where fraud, misuse, resale abuse, or other improper activity is reasonably suspected.

EU consumer law expects traders to give consumers clear and comprehensible information, including price and delivery costs, before purchase, and protects consumers against unfair commercial practices.

5. Orders and contract formation

When you place an order, you are making an offer to buy the selected products.

We accept that offer when we send you a shipment confirmation or otherwise confirm dispatch of the goods.

We may decline or cancel an order before dispatch if, for example:

  • the item is unavailable
  • payment cannot be authorised or completed
  • fraud or security checks raise concerns
  • the shipping address is unsupported
  • there is a clear product, pricing, or listing error

If we cancel an order before dispatch, we will refund any amount paid for that order.

If you need to request a change or cancellation, please contact us as soon as possible. We will do our best to help before processing or dispatch begins, but once an order has moved into fulfilment or shipping, changes may no longer be possible.

6. Payments

We accept the payment methods shown at checkout.

Payment card details are processed by our payment providers. We do not store full card details on our own systems.

We do not offer recurring subscription billing through our store. If you choose a third-party instalment or financing option at checkout, any scheduled payments or finance terms are handled by that provider under its own terms.

Orders flagged as high-risk may require additional verification or may be cancelled and refunded.

7. Shipping and delivery

Our usual processing time is 1–2 business days after payment approval. Estimated transit times vary by destination and shipping method selected.

We use a mix of local and cross-region fulfilment. Where local stock is unavailable, some items may be shipped from another fulfilment location, including our Asia fulfilment network.

Once your order ships, we will send tracking details. Delivery timeframes are estimates only and may be affected by stock location, customs, carrier delays, weather events, peak periods, and other factors outside our reasonable control.

For some higher-value orders, signature on delivery may be used.

More detail is available in our Shipping Policy.

Under EU consumer guidance, the trader is responsible for the goods in transit until the consumer receives them, and if no specific delivery period is agreed, delivery should generally take place without undue delay and within 30 days.

8. Returns, withdrawal, refunds, and consumer guarantees

Our ordinary return process and any additional store return window are described in our Return and Refund Policy.

For eligible distance purchases, EU consumers 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. If the withdrawal right applies, we refund the item price and the standard outbound delivery cost. If you selected a more expensive delivery option than our standard option, the additional delivery upgrade cost is not refundable as part of the statutory withdrawal right.

For change-of-mind withdrawals or returns, the consumer may be responsible for return shipping costs unless we state otherwise in our Return and Refund Policy or unless mandatory law requires otherwise. Refund timing and return handling are described in our Return and Refund Policy.

Nothing in these Terms limits any mandatory rights you may have under applicable consumer law in your country of residence.

EU law also provides a minimum 2-year legal guarantee for goods that are faulty or do not conform to the contract, although some countries may provide longer protection.

9. Chargebacks and disputes

If there is a problem with your order, please contact us first. Most issues can be resolved more quickly through customer support than through a payment dispute process.

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

Nothing in these Terms restricts any rights you may have under applicable law.

10. Acceptable use

You must not use the site:

  • for any unlawful purpose
  • to infringe the rights of others
  • to upload or transmit malicious code
  • to interfere with the operation or security of the site
  • to misuse coupons, promotions, review features, or other customer-facing tools
  • to probe, scan, or test vulnerabilities of the site or associated systems without authorisation

We may suspend or restrict access where reasonably necessary to protect the site, our business, other customers, or third parties.

11. Intellectual property

All content on the site, including text, graphics, logos, product imagery, site design, and other materials, is owned by us or licensed to us and is protected by intellectual property laws.

You may use the site for personal, non-commercial shopping use only. You must not copy, reproduce, distribute, publish, modify, or commercially exploit site content without our prior written permission.

12. Third-party services and links

Our website may include links to third-party websites, payment tools, instalment providers, apps, or services.

We do not control those third-party services and are not responsible for their content, availability, terms, or privacy practices. Your use of those services is governed by the relevant third party’s own terms and policies.

13. Privacy

Personal information is handled in line with our Privacy Policy.

If we use cookies, analytics tools, pixels, or similar technologies, those are described in our Privacy Policy and any related cookie or privacy settings made available on the site.

14. Fairness of these Terms

These Terms are standard consumer terms and are intended to be written in plain and understandable language.

Nothing in these Terms is intended to create an unfair imbalance between your rights and ours, or to remove rights that mandatory law gives you. If any provision is found to be unfair or unenforceable under applicable consumer law, that provision will not bind the consumer, but the rest of the Terms will continue to apply to the extent permitted by law.

Under EU rules, standard terms must be fair, drafted in plain intelligible language, and unfair terms are not binding on consumers.

15. Liability

We provide the site and our products with reasonable care and in accordance with applicable law.

We do not promise that the site will always be uninterrupted, error-free, or available at all times.

To the maximum extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of opportunity, or loss not caused by our breach.

However, nothing in these Terms excludes, restricts, or modifies any right, remedy, or liability that cannot lawfully be excluded or restricted under applicable consumer law.

16. Governing law

These Terms are governed by the laws of England and Wales, except to the extent that mandatory consumer protection laws in your country of residence apply.

Nothing in these Terms is intended to deprive an EU consumer of mandatory protections available under applicable law.

I have not used a rigid exclusive-courts-only consumer clause in this Europe version. For EU consumer terms, the safer approach is to preserve mandatory consumer protections and avoid relying on unfair standard clauses. EU consumer contract guidance also points businesses to fairness and transparency requirements for standard terms.

17. Complaints and dispute resolution

If you have a complaint, please contact us first at support@fluffypuppypetstore.com.

EU consumers may also have access to national consumer-help bodies and alternative dispute resolution options depending on their country and the nature of the dispute. The European Commission explains that ADR can help consumers and traders resolve disputes out of court, and the ECC network can help with cross-border consumer issues.

18. Contact

SafeEcom Global LLP t/a FluffyPuppy
Company number: OC460051
Address: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Phone: +44 7831 040926
Email: support@fluffypuppypetstore.com