Terms of service
Last updated: 19 October 2026
These terms apply to your use of fluffypuffy.com.au and to purchases from our store. The store is operated by Fluffy Puffy · ABN 17 716 797 354, an online business based in Brisbane, Queensland, Australia ("Fluffy Puffy", "we", "us"). By using our website or placing an order, you agree to these terms.
1. 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 these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.
2. Using our website
Please use our website lawfully. Don't interfere with the site, try to access it without authorisation, introduce malicious code, or copy our content for commercial use without our permission.
3. Products, prices and orders
We try to describe and photograph our products accurately. Product photos may be edited for brightness and clarity and some show items styled on pets, so they are for illustration only. Colours may look slightly different on different screens, and packaging or small details may vary slightly between batches. Sizes are listed on each product page; please check the size guide before ordering. None of this affects your rights under the Australian Consumer Law: if an item is significantly different from its description or photos, you're entitled to a remedy. All prices are in Australian dollars (AUD). Your order is accepted when we confirm it by email. If we make an obvious pricing or listing error, or an item becomes unavailable, we'll contact you, and if we can't fulfil your order we'll give you a full refund.
4. Payment
Payment is taken at checkout through Shopify's secure payment providers. We don't see or store your full card details.
5. Discount codes and bundles
WELCOME10 gives 10% off eligible products on your first order with us. It can be used once per customer, applies to products only (not shipping), and can't be exchanged for cash. Discount codes don't apply to bundles and packs (including Shop by mood packs, New Puppy and New Kitten Boxes, and Ultimate Boxes), which are already priced as a bundle, or to shelter gifts. If your cart has both bundles and single items, the code still works on the eligible single items and the bundles stay at their bundle price. Unless we say otherwise, only one discount code can be used per order. We may end or change a promotion at any time, but that won't affect orders already placed.
6. Shelter gifts
You can add a shelter gift (a treat or toy) to your order for pets at a local animal shelter. Shelter gifts are a normal purchase from our store, not a donation, and they aren't posted to you. We collect gifts until we reach our stated gift goal, then deliver them to a local shelter and share photos. See our Refund policy for shelter gift refunds.
7. Shipping and delivery
Delivery costs and estimated timeframes are set out in our Shipping policy. Delivery times are estimates. If your order is significantly delayed or doesn't arrive, contact us and we'll help, including a replacement or refund for lost parcels.
8. Returns and refunds
Returns and refunds are handled under our Refund policy, which covers your rights under the Australian Consumer Law and our 14-day change-of-mind returns.
9. Product use and pet safety
Every pet is different. Please choose the right size and type of product for your pet, follow the care and usage instructions, and introduce new items gradually. Always supervise your pet with toys, chews, treats and accessories, especially when they're new, and remove and replace any item that becomes worn, broken or damaged. Treats are a supplement, not a meal: follow the feeding guide, provide fresh water, and check ingredients if your pet has allergies or a sensitive tummy. No toy or chew is indestructible.
Our products and content (including Fluffy Mood Match results and our articles) are general information only and are not veterinary advice. If your pet is unwell, injured, anxious, itchy or behaving unusually, please see your vet.
10. Our liability
Subject to section 1, we are responsible for loss or damage you suffer that is a foreseeable result of our failure to comply with these terms or the law. We are not responsible for loss or damage that was not foreseeable, or that was caused by events outside our reasonable control. To the extent permitted by law, we are not responsible for injury, illness or loss caused by misuse, lack of supervision, using a product in a way it wasn't designed for, or using a worn or damaged item. Nothing in these terms excludes your rights under the Australian Consumer Law, including if a product is faulty or unsafe.
11. Reviews
If you leave a product review, please keep it honest and about your own experience. We publish genuine reviews, positive or negative, and may remove reviews that are offensive, off-topic or not genuine.
12. Intellectual property and privacy
The content we create for this website (including text, logos, our own images, illustrations and animations, Fluffy Mood Match and its questions and results) belongs to us or our licensors. Please don't copy or reuse it without permission. We handle your personal information in line with our Privacy policy.
13. Changes, governing law and disputes
We may update these terms from time to time. The version on this page when you place your order applies to that order. These terms are governed by the laws of Queensland, Australia. If you have a concern, please contact us first through our contact form so we can try to resolve it.