Returns & Refunds Policy

Last updated: 07/09/2025

At Fluffs LDN, we want you and your pup to be happy with every purchase. If something isn’t right, here’s how our returns and refunds work:

1. Your Right to Cancel (UK & EU Customers)

You have the right to cancel your order within 14 days of receiving it.
To cancel, please email us at info@fluffsldn.com quoting your order number and reason for cancellation.
You must return the item(s) within 14 days of notifying us.
Customers are responsible for the cost of return postage unless the item is faulty or incorrect.
We will issue a full refund (including the original standard delivery cost) within 14 days of receiving the returned item(s).

2. Conditions for Returns

Items must be returned unused, in their original packaging, and in a resellable condition.
Certain items cannot be returned:
- Personalised or custom products.
- Perishable items (e.g., food/treats).
- Items that cannot be returned for hygiene reasons once opened (e.g., beds, grooming products).

3. Faulty or Incorrect Items

If you receive a faulty or incorrect item:

4. Returns from Outside the UK

EU customers: Your statutory EU consumer rights apply (14-day right to cancel).
US customers: Returns are accepted within 14 days of delivery under the same conditions. Additional rights may vary under state law.
Customers outside the UK are responsible for return shipping costs, unless the item is faulty.

5. How to Return an Item

Please email us at info@fluffsldn.com for instructions on returning your order.