Return and Refund Policy

Last updated: 26 March 2026

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

1. Your statutory right to cancel — 14 days

For most goods bought online, by mail, or by phone from our UK store, you have the right to cancel your order within 14 days from the day after you receive the goods, without giving a reason. This is your statutory cancellation right for distance sales.

To cancel, email support@fluffypuppypetstore.com with your order number and a clear statement that you want to cancel the order. Once you tell us you want to cancel, you then have 14 days to send the goods back. Please do not return items to the manufacturer. We will provide the correct return address and return instructions.

2. Refunds for statutory cancellation

Where the statutory cancellation 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 option, we do not refund the extra amount above the standard outbound delivery rate.

For statutory change-of-mind cancellation, return shipping costs are paid by the customer, unless we state otherwise or the law requires a different result. We may reduce the refund to reflect any loss in value if the goods were handled more than necessary to establish their nature, characteristics, and functioning.

3. Voluntary 30-day store return window

In addition to your 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. UK businesses can offer store return policies in addition to legal consumer rights, but they must not present those store policies as replacing the law.

4. 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 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 item is faulty, unsafe, not as described, or otherwise does not meet legal requirements. Personalised goods are also commonly outside the statutory distance-selling cancellation right.

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

If your order arrives faulty, damaged, incorrect, not as described, or does not do what it is supposed to do, please contact us as soon as reasonably possible at support@fluffypuppypetstore.com with your order number and clear photos or video where available.

Under UK law, if goods are faulty, not as described, or not fit for purpose, you are generally entitled to a remedy. In many cases, if you reject faulty goods within 30 days, you can claim a full refund. After that period, you are usually entitled to a repair or replacement first, and if that does not resolve the issue, you may be entitled to a refund or price reduction.

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. Under the Consumer Rights Act, where goods are rightly rejected, the trader must bear reasonable return costs.

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 use your statutory cancellation right after delivery, where it applies, or use the voluntary return process set out in this policy. The statutory cancellation right for distance orders applies regardless of any shorter store cancellation window before dispatch.

8. Refund timing and method

For statutory cancellation, we will process the refund within 14 days of receiving the goods back or receiving proof 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 5–10 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. Under the Consumer Rights Act, a refund due for rejected faulty goods must be given without undue delay and, in any event, within 14 days from the day the trader agrees that the consumer is entitled to it.

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 cancellation 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 cancellation 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