Return and Refund Policy
Last updated: 26 March 2026
Return and Refund Policy summary
FluffyPuppy offers a 30-day return window for most unused items from the date of delivery. Items 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.
For change-of-mind returns or exchanges, customers are responsible for return shipping costs. FluffyPuppy does not charge a restocking fee for approved returns.
If your order arrives damaged, faulty, incorrect, or not as described, please contact us so we can review the issue and provide an appropriate resolution.
1. Your rights under applicable law
Nothing in this policy limits any rights you may have under applicable law.
This policy explains how change-of-mind returns, exchanges, damaged or incorrect items, order cancellations, and refunds work for orders placed on our US store.
2. 30-day return window
For most products, FluffyPuppy offers a 30-day return window from the date of delivery for 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, such as your order number or confirmation email
This 30-day return window is an additional store policy. It does not replace or limit any rights you may have under applicable law.
3. Exchanges
We accept eligible exchanges, including requests for a different size or colour where available.
To request an exchange, please contact us within 30 days of delivery with your order number, the item you received, and the size, colour, or product variation you would like instead.
Exchanges depend on product availability. If the requested replacement is not available, we may offer another suitable option or process the request as a return in line with this policy.
For change-of-mind exchanges, customers are responsible for return shipping costs unless we made an error with the order.
4. Items not eligible for change-of-mind returns
Some items are not eligible for change-of-mind returns under our voluntary store policy.
This may include:
- personalised items
- made-to-order items
- hygiene-sealed goods once unsealed
- grooming items or pet-care items clearly marked as non-returnable on the product page
- used pet beds, blankets, fabric accessories, or other pet products that show signs of use
This section applies only to change-of-mind returns. It does not affect any rights you may have if an item is faulty, damaged, incorrect, or not as described.
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.
Please include:
- your order number
- a short description of the issue
- clear photos or video of the item, packaging, and shipping label where available
We will review the issue and provide an appropriate resolution based on the circumstances and applicable law.
Depending on the situation, this may include:
- a replacement
- a refund
- a store credit, where agreed with you
- another appropriate resolution
If a return is required because the item is faulty, damaged, incorrect, or not as described, FluffyPuppy will cover reasonable return shipping costs or provide a prepaid return option where appropriate.
6. Proof of purchase
To help us process a return, exchange, refund, or product issue, we may ask for proof of purchase.
This may include:
- your order number
- your receipt
- your confirmation email
- the email address used at checkout
7. Order cancellations and changes
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. If cancellation is no longer possible, you may still be able to request a return or exchange under this policy after delivery.
If we cannot ship your order within the timeframe promised, we will contact you where required with the next steps. This may include a revised shipping timeframe, an alternative solution, or a refund for unshipped merchandise.
8. How to start a return or exchange
To start a return or exchange, email support@fluffypuppypetstore.com.
Please include:
- your order number
- the reason for the return or exchange
- the size, colour, or item you would like instead, if requesting an exchange
- photos or video if the item is damaged, faulty, incorrect, or not as described
We will review your request and provide the correct next steps, including the return address where needed.
Please do not send items back to the manufacturer or to any address without receiving return instructions from us first. Returns sent without approval may not be accepted or may take longer to process.
9. Return shipping costs
For change-of-mind returns or exchanges, customers are responsible for return shipping costs unless we state otherwise.
For faulty, damaged, incorrect, or not-as-described items, FluffyPuppy will cover reasonable return shipping costs or provide a prepaid return option where a return is required as part of the resolution.
Original shipping costs are non-refundable unless the return is required because of our error or because the item is faulty, damaged, incorrect, or not as described.
10. Restocking fees
FluffyPuppy does not charge a restocking fee for approved returns.
11. Refund timing and method
For approved change-of-mind returns, we usually process refunds within 5–10 business days after the returned item is received and inspected.
For approved refunds relating to a faulty, damaged, incorrect, or not-as-described item, refunds will be 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.
After we issue the refund, your bank, card provider, or payment provider may need additional time to post the funds to your account.
12. Orders marked “delivered” but 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 help review the delivery status and, where available, assist with a carrier investigation. This may include reviewing delivery scans, GPS information, driver notes, delivery photos, or signature confirmation where applicable.
13. Payment disputes and chargebacks
If there is a problem with your order, please contact us first so we can review the issue and help resolve it.
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. Contact
For return, exchange, refund, or order issue questions, please contact us by email and include your order number so we can help faster.
Email: support@fluffypuppypetstore.com