Terms of Service

Last updated: 26 March 2026

1. Who we are

These Terms of Service govern your use of our UK 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 UK 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 jurisdiction, 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. UK market scope

These Terms apply to orders placed through our UK store and to deliveries to eligible addresses in the United Kingdom.

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.

Mandatory delivery charges must be shown clearly to consumers and, where they can reasonably be calculated, included in the total price. Optional delivery upgrades may be shown separately.

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.

If no different delivery period has been agreed, UK law generally requires delivery without undue delay and within 30 days.

8. Returns, cancellations, refunds, and statutory rights

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

For most goods bought online, by mail, or by phone, UK customers generally have the right to cancel within 14 days after delivery without giving a reason. If the customer tells the trader within that 14-day period that they want to cancel, they then have another 14 days to return the goods. If the trader does not tell the customer about the cancellation right, the cancellation period can be extended.

Where the statutory cancellation right applies, refund timing and return handling are described in our Return and Refund Policy.

Nothing in these Terms limits any rights you may have under the Consumer Rights Act 2015 or other applicable UK consumer law. In particular, rights relating to faulty, misdescribed, or non-conforming goods remain separate from any voluntary store returns process.

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 intended to be written in clear 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 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 Part 2 of the Consumer Rights Act 2015, an unfair term of a consumer contract is not binding on the consumer, and CMA guidance says businesses should make sure their contract terms are fair and clear. The CMA is also actively refreshing its unfair-terms guidance in 2026.

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 available to you under applicable law apply.

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

I have not used a rigid consumer-only exclusive jurisdiction clause here. The safer approach for consumer terms is to preserve mandatory rights and avoid unfair standard wording. CMA and legislation guidance both emphasize that unfair terms are not binding on consumers.

17. Complaints

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

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