Refund policy
90-Day Money-Back Guarantee
We want you and your pup to love your Fluffly. If you are not completely happy with it, you can request a full refund of the product price within 90 days of the delivery date. Yes, you can use it on your walks before deciding.
How to request a refund
- Email us at myfluffy@use.startmail.com with your order number and the reason for your request.
- We will reply within 1–2 business days with the return address and instructions. Please do not send items back before contacting us, as returns sent without instructions cannot be processed.
- Once we receive the returned item, we will issue the refund to your original payment method within 5–10 business days. Your bank or card issuer may need a few extra days to show it on your statement.
Conditions
- Refund requests must be made within 90 days of the delivery date shown in your tracking.
- The item must be returned complete (harness and leash). Used items are accepted.
- Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect.
Damaged, defective or wrong items
If your order arrives damaged, defective or is not what you ordered, email us within 14 days of delivery with your order number and a photo of the item. We will send you a replacement or issue a full refund, including shipping, at no extra cost to you.
Size exchanges
Need a different size? Email us and we will help you exchange it for the size you need, subject to availability.
Late or missing refunds
If you have not received your refund 10 business days after we confirmed it, please check with your bank or card issuer first, then contact us at myfluffy@use.startmail.com.
Contact
Fluffly · Calle Monterroel 47, 04800 Albox, Almería, Spain · myfluffy@use.startmail.com