Refund policy
Last updated: 19 October 2026
This policy applies to purchases from fluffypuffy.com.au, an online store operated by Fluffy Puffy · ABN 17 716 797 354, based in Brisbane, Queensland, Australia.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, and they apply to all items, including items bought on sale, in a bundle or with a discount code.
Faulty, damaged, wrong or not-as-described items
If an item arrives damaged, is faulty, or isn't what we described or what you ordered, please contact us through our contact form with your order number and a short description of the problem. Photos help us sort it out faster, but they aren't required to make a claim. We will provide a repair, replacement or refund in line with the Australian Consumer Law. For a major failure you can choose a refund or a replacement. We cover the reasonable cost of returning faulty, damaged or incorrect items, and refunds for a major failure include the delivery cost you paid. There is no short fixed deadline for reporting a fault: your rights apply for a reasonable time, depending on the product and its price.
Change-of-mind returns (14 days)
On top of your consumer law rights, we accept change-of-mind returns within 14 days of delivery. To be eligible, items must be unused and unworn, unwashed, not chewed or marked by pets, and in their original condition and packaging with tags attached. Before sending anything back, please email us photos of the item and its packaging so we can approve the return.
We can't accept change-of-mind returns on:
- treats, food or other consumables once the packaging has been opened
- harnesses, collars, leads or clothing that have been worn or tried on a pet
- gift cards and shelter gifts that have already been delivered
Bundles and packs need to be returned complete for a full refund; if only part of a bundle is returned, we'll refund that item's share of the bundle price.
For change-of-mind returns, you pay the return postage and the original delivery charge isn't refunded. If your order had free shipping, we'll deduct our actual outbound shipping cost (shown to you before you send the item back) from your refund.
Exchange or store credit
For change-of-mind returns, we're happy to swap your item for a different size or colour, or give you store credit for the full item value, so you can pick something your pet will love. If you'd prefer a refund to your original payment method, just let us know.
How to start a return
Please contact us through our contact form with your order number and photos before sending anything back. We'll confirm the return address and the next steps, so we can match your parcel to your order. We recommend a tracked postage service for change-of-mind returns.
Refunds
Once we receive and check your return (or confirm the problem, if a return isn't needed), we'll refund you within 5–7 business days to your original payment method. Your bank may take a few extra days to show it. We refund the amount you actually paid for the item, after any discount such as WELCOME10.
Cancellations
If you'd like to cancel an order, contact us as soon as possible with your order number. We can cancel and fully refund orders that haven't been dispatched yet.
Shelter gifts
Shelter gifts are treats or toys you buy for a local pet shelter, which we deliver once our gift goal is reached. If your order is cancelled before dispatch, or you added a gift by mistake, contact us before the gift batch is delivered and we'll refund it.
Questions
Questions about a return? Use our contact form and include your order number. We aim to reply within 1–2 business days.