Return and Refund Policy

Last updated: 07 November 2025

We want you to love your purchase. This policy explains how returns, cancellations and refunds work for orders placed on our Site.

1. UK/EU consumers — 14-day cooling-off (statutory)

You may cancel within 14 days from the day you receive the goods, without giving a reason.
To cancel, email support@fluffypuppypetstore.com with your order number. We’ll confirm next steps and provide the correct return address (do not return to the manufacturer).
Send the items back within 14 days of telling us you wish to cancel.
We refund the item price and the standard outbound shipping. Enhanced/express shipping isn’t refunded beyond the standard outbound rate.
You pay the return postage for change-of-mind cancellations, unless the item is faulty or we sent the wrong product.
We may deduct an amount for any loss in value if the item was handled beyond what is necessary to establish its nature, characteristics and functioning.

We accept returns or exchanges within 30 days of delivery for most items.
Items must be unused, undamaged, in their original packaging with all accessories, and include proof of purchase.

Personalised or made-to-order items.
Hygiene-sealed goods once unsealed (e.g., certain grooming items) — these products are clearly marked on their product pages.

This list does not affect your statutory rights.

If your order arrives damaged/defective or not as described, please contact us as soon as possible (ideally within 14 days) at support@fluffypuppypetstore.com with photos/video and your order number.
We will arrange a replacement or a full refund (your choice). Where a return is required, we will cover reasonable return costs or provide a prepaid label.

If tracking shows Delivered but you cannot locate the parcel, contact us promptly. We will open a carrier investigation (including GPS/driver notes where available).
Please check with household members/neighbours/concierge and any designated safe places.
For some high-value orders we may require a signature on delivery. A recorded signature is strong proof of delivery; if disputed, we will review with the carrier.

Orders can typically be changed or cancelled within 12 hours of purchase. If already processed or shipped, you can still make a return under this Policy.
This does not limit your statutory 14-day right to cancel (see section 1).

Once we receive and inspect the return or acceptable proof of posting, we process approved refunds within 5–10 business days.
In any case, refunds will be issued no later than 14 days after we receive the goods or evidence of return.
Refunds are made to the original payment method. Bank/processor timings may vary.

Change-of-mind returns: return postage is paid by the customer.
Faulty/incorrect items: we cover reasonable return shipping costs or provide a prepaid label.

Email support@fluffypuppypetstore.com with your order number, reason for return and photos (if applicable).
We’ll confirm eligibility and provide the correct return address. Where used, an RMA (Return Merchandise Authorization) helps us process faster and is not a condition of your 14-day statutory right to cancel.

If something goes wrong, please contact us first — we can usually resolve issues quickly.
We dispute fraudulent chargebacks using delivery and communication records. This does not restrict any lawful consumer rights.

This Policy does not affect your statutory rights.