MrFluffyFriend Return Policy

At MrFluffyFriend, our goal is simple: we want you and your pet to be happy with every order. That’s why we go above and beyond to make sure each delivery brings joy, comfort, and plenty of tail wags.

While we hope your item is exactly what you expected (or better!), we know that sometimes things don’t quite work out. That’s why we offer a 30-day return window.

And if you ever need to return something, you won’t be stuck in a cold, automated system. Our customer support team is here every day to help you personally—with care, clarity, and a genuine understanding of pet life. Real help from real humans who love animals just as much as you do.

1) How Our Return Policy Works

We offer a 30-day return window, starting from the day your order is delivered. That means you have a full month to decide if your new item is the right fit for you and your fluffy friend.

If more than 30 days have passed, we can no longer accept a return—but you're always welcome to reach out. We’ll do our best to support you however we can.

To start a return, just email our friendly support team at info@mrfluffyfriend.com—we're available 7 days a week and happy to help.

2) Return Eligibility

To qualify for a refund:

• Items must be in their original condition (unused, clean, and with original packaging if applicable)

• Items must be free of pet hair, odors, stains, or visible wear

• Proof of purchase (e.g., order confirmation email or receipt) must be provided

We reserve the right to deny refunds for items that do not meet these criteria. Furthermore, we reserve the right to refuse or limit returns in cases of suspected misuse, excessive return frequency, or where the item does not meet the conditions outlined in this policy.

3) Exchanges

We don’t offer product exchanges at this time. If your item didn’t work out, you're welcome to request a return within 30 days of delivery (as long as it meets our return guidelines). Once we receive and approve your return, you can place a new order for the item or size you’d prefer. Need help choosing the right replacement? Just email us at info@mrfluffyfriend.com—we’re happy to help you find the right fit!

4) Return Shipping Responsibility

We want to make our return process as clear as possible. Here's how return shipping costs work:

• If you're returning an item for any reason other than it being defective or incorrect (as defined in Clause 5) —such as changing your mind, ordering the wrong size or color, deciding it’s not what you expected, or any other preference-based reason—you are responsible for the return shipping costs.

• If your item is defective, damaged, or incorrect upon arrival and confirmed as such by our customer service team (as defined in Clause 5), we will either cover the return shipping costs, issue a full or partial refund (with or without return), or send a replacement at no additional charge.

Are you unsure which applies to your order? Reach out to us at info@mrfluffyfriend.com and we'll be happy to guide you.

5) Defective or incorrect orders (if applicable)

A product may be considered defective or incorrect, at the discretion of our team, if:

• It arrives with significant physical damage that affects the product’s function

• The item is not the product you ordered

• A functional issue prevents the item from being used as intended 

Please note:

• Normal variations in shape, firmness, or appearance—especially with vacuum-packed items—are expected and do not qualify as defects

• Differences in color, texture, or shape due to lighting, photography, or screen settings may occur and are not considered as defects

• Product images on our website aim to represent each item as accurately as possible, but minor discrepancies may exist between photos and the physical product. Natural variation in materials or how a product settles after shipping is to be expected

• Cosmetic or subjective preferences do not qualify as defects

If you believe you've received a defective or incorrect product, you should contact us at info@mrfluffyfriend.com within 7 days of delivery, and include:

• Your order number

• Photos or videos that clearly show the issue at delivery

• Clear photos of the complete product

• A clear description of the problem

We’ll review your case and do our best to make it right. If your item is confirmed to be defective or incorrect, we will either cover the return shipping costs, issue a full or partial refund (with or without return), or send a replacement at no additional charge.

6) Product Recovery Time After Delivery

Some items are shipped vacuum-packed or compressed for efficiency. As a result, they may appear flat or differently shaped upon arrival. We kindly ask our customers to allow the product sufficient time and care to return to its intended form before requesting a return. Returns may not be approved as defective if recovery steps have not been followed—but standard returns in these cases will be accepted within our 30-day return window (return shipping costs apply).

7) Refund Process

• Once your return is received and inspected, we’ll email you with an update.

• Refunds are issued only after the returned item is received and inspected to confirm it meets the return eligibility requirements outlined in this policy.

• If approved, we’ll issue your refund to your original payment method within 7 business days on average.

• We only offer refunds onto the original payment method used to make the order.

• Depending on your bank or card provider, it may take a few additional days to appear on your statement.

• In case of a delayed refund, please contact your bank for assistance. It may take a while for your refund to be officially posted. If you need help with this, please contact us at info@mrfluffyfriend.com.
  
  

8) Return Shipping

• Customers are responsible for return shipping costs, unless the item was defective as determined by our customer service according to the rules set in this Return Policy. 

• Returns must be sent to our designated international return facility, which may be located outside your country or region. We'll provide full return instructions when requested. International return shipping rates apply.

• Please be aware that return shipping costs can be significant, especially for larger or heavier items. These costs are non-refundable.

• We recommend vacuum-packing to reduce size and weight and minimise return shipping costs.

• Please use a trackable shipping method, as we can't guarantee refunds for items lost in transit.
  
  

9) How to Start a Return

To initiate a return, please contact our support team at: info@mrfluffyfriend.com

Include your order number and a brief description of the reason for return. We’ll guide you through the next steps.

10) Donating Instead of Returning (Optional)

At MrFluffyFriend, we believe every pet deserves a loving home and a happy life. That's why we're committed to supporting local shelters by donating anxiety-relieving products—straight from our shop to the pets that truly need it.

🐾 If your return doesn't qualify or you'd prefer not to ship the item back, consider donating it (clean and in good condition) to a local animal shelter or rescue organization. While we can't offer refunds for donated items, we'd be delighted to provide you with a 10% discount code for your next order as a thank-you for spreading the fluff and supporting pets in need.

By placing an order with MrFluffyFriend, you acknowledge and agree to the terms of this Return Policy. We reserve the right to deny any return, refund, or replacement request that does not comply with these terms. This includes—but is not limited to—cases of suspected misuse, fraudulent activity, excessive return frequency, or items that do not meet the return eligibility criteria. MrFluffyFriend also reserves the right to update this policy at any time without prior notice.