Terms of service

Last updated: 26 March 2026

Terms of Service summary

These Terms of Service explain how customers may use the FluffyPuppy Europe store, place orders, make payments, receive deliveries, request returns or refunds, and contact us about any issue.

FluffyPuppy is operated by SafeEcom Global LLP. By using 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.

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

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.

Registered in: England & Wales as a Limited Liability Partnership
Company number: OC460051
Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Email: support@fluffypuppypetstore.com

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.

These Terms should be read together with our:

  • Privacy Policy
  • Shipping Policy
  • 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 or place an order.

We may update these Terms from time to time. The version published on the website 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
  • Sweden

If you use another FluffyPuppy market or store version, different products, prices, shipping options, policies, or terms may apply.

4. Products, product information, and availability

We describe and present our products in good faith.

Product images, colours, textures, sizes, finishes, and packaging may vary slightly depending on your screen, device settings, production batch, supplier update, or product availability.

We aim to keep product information accurate and up to date, but we do not guarantee that all product descriptions, images, prices, promotions, stock levels, or availability details will always be error-free.

If we discover a genuine pricing, description, stock, or availability error after you place an order, we may contact you with the available options. These may include confirming the corrected details, offering an alternative product where suitable, cancelling the affected item, or refunding the amount paid for unavailable merchandise.

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, payment risk, or other improper activity is reasonably suspected.

5. Prices, promotions, and checkout

Product prices, promotions, discounts, and availability may change from time to time.

The price charged for an order will be the price shown at checkout when you place the order, unless there is a clear pricing or listing error.

Any applicable shipping charge, discount, tax, or other order-related amount shown during checkout should be reviewed before you complete your purchase.

Promotional codes, discounts, and special offers may be subject to additional terms, expiry dates, exclusions, or usage limits. Unless stated otherwise, promotions cannot usually be combined.

6. 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 or incomplete
  • there is a clear product, pricing, or listing error
  • the order appears to involve misuse, resale abuse, or other improper activity

If we cancel an order before dispatch, we will refund any amount paid for the cancelled order or cancelled item.

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.

7. 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.

Orders may be subject to fraud-prevention, payment-verification, or security checks. Orders flagged as high-risk may require additional verification or may be cancelled and refunded.

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

8. Shipping and delivery

Our usual processing time is 1–2 business days after payment approval.

Estimated transit time for Europe is typically 4–12 business days after dispatch. This estimate does not include our usual processing time.

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

Once your order ships, we will send tracking details by email.

Delivery timeframes are estimates only and may be affected by stock location, carrier delays, weather events, peak periods, customs or import processing where relevant, 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.

9. Taxes, duties, and import charges

For Europe orders, the total order cost shown at checkout includes the product price and any applicable shipping charge shown before you complete your purchase.

FluffyPuppy does not ask customers to pay extra taxes, duties, or import charges after the order has been placed.

If an order is dispatched through a cross-region fulfilment location, this does not change the amount you paid at checkout. Any fulfilment-related import handling required before delivery is managed as part of our order fulfilment process.

10. Address accuracy and delivery issues

You are responsible for providing a complete and accurate shipping address when placing your order.

If a parcel is delayed, returned, lost, or cannot be delivered because the shipping address was incorrect, incomplete, or unsupported, we may offer reshipment at your expense or another resolution in line with our policies and applicable law.

If tracking shows your parcel as delivered but you cannot locate it, please contact us promptly. We may help review delivery information and assist with a carrier investigation where available.

11. Returns, withdrawal, refunds, and consumer guarantees

Our return, exchange, refund, withdrawal, and cancellation process is described in our Return and Refund Policy.

For eligible distance purchases, customers may have the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason, subject to legal exceptions.

If the statutory withdrawal right applies, we refund the item price and the standard outbound delivery cost, where required by law. 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 statutory withdrawal and change-of-mind returns or exchanges, customers are responsible for return shipping costs unless we state otherwise or mandatory law requires a different result.

In addition to statutory rights, FluffyPuppy offers a 30-day store return window from the date of delivery for most eligible change-of-mind returns or exchanges.

Eligible voluntary store returns 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.

FluffyPuppy does not charge a restocking fee for approved returns.

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

12. 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, and clear photos or video where available.

For goods sold to consumers in the EU/EEA, 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.

13. Chargebacks and payment disputes

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

Most order, delivery, return, or refund issues can usually be handled more quickly through customer support than through a payment dispute process.

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.

14. Acceptable use

You must not use the site:

  • for any unlawful purpose
  • to infringe the rights of others
  • to upload, transmit, or distribute malicious code
  • to interfere with the operation, performance, or security of the site
  • to misuse coupons, promotions, review features, forms, or other customer-facing tools
  • to attempt unauthorised access to accounts, systems, data, or networks
  • to probe, scan, or test vulnerabilities of the site or associated systems without authorisation
  • to use automated tools, scraping, bots, or similar technologies in a way that harms the site or our business

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

15. Intellectual property

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

You may use the site for personal, non-commercial shopping use only.

You must not copy, reproduce, distribute, publish, modify, scrape, or commercially exploit site content without our prior written permission, except where permitted by applicable law.

16. Customer content, reviews, and submissions

If you submit a review, photo, message, feedback, or other content to us or through our website, you are responsible for making sure you have the right to share it.

You must not submit content that is unlawful, misleading, abusive, defamatory, infringing, spammy, or harmful.

Where you submit content for reviews, feedback, testimonials, or customer support, you allow us to use, display, reproduce, or process that content as reasonably needed to operate our store, provide support, improve our services, or show customer feedback, subject to our Privacy Policy and applicable law.

We may remove or decline to publish customer content where reasonably necessary.

17. Third-party services and links

Our website may include links to third-party websites, payment tools, instalment providers, apps, social media platforms, delivery services, or other services.

We do not control those third-party services and are not responsible for their content, availability, terms, privacy practices, or performance.

Your use of third-party services is governed by the relevant third party’s own terms and policies.

18. Privacy

Personal data is handled in line with our Privacy Policy.

Our Privacy Policy explains how we collect, use, disclose, store, and protect personal data when you visit our store, place an order, contact support, subscribe to marketing, or interact with cookies and similar technologies.

19. 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.

20. Site availability

We aim to keep the site available and working properly, but we do not promise that the site will always be uninterrupted, secure, error-free, or available at all times.

We may update, suspend, restrict, or change parts of the site where reasonably necessary, including for maintenance, security, technical, operational, or business reasons.

21. Liability

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

Nothing in these Terms excludes, restricts, or modifies any right, remedy, guarantee, liability, or protection that cannot lawfully be excluded, restricted, or modified under applicable consumer law.

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

22. Events outside our reasonable control

We are not responsible for delays or failures caused by events outside our reasonable control.

These may include carrier delays, severe weather, natural disasters, customs or import processing where relevant, strikes, supply-chain disruptions, technical outages, payment provider issues, cyber incidents, government action, or other events beyond our reasonable control.

Where such an event affects your order, we will do our best to provide an update and explain the available next steps.

23. 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 a consumer in Europe of mandatory protections available under applicable law.

24. Complaints and dispute resolution

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

Please include your order number, the email address used at checkout, and a clear description of the issue so we can review it properly.

We will do our best to respond in a fair and reasonable way.

Consumers in Europe may also have access to national consumer-help bodies, the European Consumer Centres Network, and alternative dispute resolution options depending on their country and the nature of the dispute. The European Commission describes ADR as a way for consumers and traders to resolve disputes without going to court, and ECC-Net provides advice and support for cross-border consumer issues.

25. Changes to these Terms

We may update these Terms from time to time to reflect changes in our business, website, services, policies, or legal requirements.

When we update these Terms, we will post the revised version on this page and change the “Last updated” date.

26. Contact

For questions about these Terms, orders, policies, or customer support, please contact us:

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