Refund policy
We want you and your pet to be happy with every purchase. If something isn't right, here's how returns and refunds work at Fluffamily.
Return Window
You have 30 days from the date you receive your order to request a return. After 30 days, we're unable to offer a refund or exchange.
Eligibility
To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging, and accompanied by proof of purchase. For hygiene and safety reasons, opened consumable items (treats, food, grooming products) cannot be returned unless defective or damaged on arrival.
How to Start a Return
Contact us at contact@fluffamily.com with your order number and reason for return. Due to the nature of our fulfillment process, physical returns may not be required for most items. Instead, we may offer a replacement, partial refund, or full refund depending on the situation. We'll guide you through the best resolution for your specific case.
Return Shipping
In most cases, you will not need to ship the item back to us. If a physical return is required for a specific situation, we will provide instructions and cover the shipping cost if the item arrived defective, damaged, or incorrect.
Refunds
Once your return request is reviewed and approved, your refund will be processed to your original payment method within 5-10 business days.
Damaged or Incorrect Items
Contact us within 7 days of delivery with photos, and we'll arrange a replacement or full refund at no extra cost to you.
Contact Us
Questions about this policy? Reach us at contact@fluffamily.com