At Fluffy Pets, customer satisfaction is our priority. We aim to provide quality pet products and grooming services. However, if you are not completely satisfied with your purchase, we are here to help.  

1. Return Policy  

Eligibility for Returns 
- Items must be unused, in their original packaging, and in the same condition as received.  
- Returns must be initiated within 4 days from the date of purchase.  
- Proof of purchase (receipt or order confirmation) is required.  

Non-Returnable Items  
- Opened or used pet food and treats.  
- Personalised or customised items.  
- Sale or clearance items (if stated at the time of purchase).  
- Grooming tools and accessories for hygiene reasons (unless defective).  
- Services such as grooming or consultations.  

Return Process 
1. Contact us via 0315-4411703 to initiate a return.  
2. Provide the order details and reason for return.  
3. Ship the item back to our address at your expense unless the return is due to an error on our part (e.g., wrong item, damaged product).  
4. Once we receive the item and verify its condition, a refund or exchange will be processed within 7 business days.  

2. Exchange Policy  

Eligibility for Exchanges 
- Exchanges are allowed for the same product in a different size, colour, or variant (subject to availability).  
- Items must meet the return eligibility criteria listed above.  

Exchange Process  
1. Contact us via 0315-4411703 to request an exchange.  
2. Ship the original item back to us.  
3. We will ship the replacement item once the original product is received and verified.  

3. Damaged or Defective Items  
- If you receive a damaged or defective item, please notify us within 7 days of delivery.  
- Provide photos of the damage or defect along with your order details.  
- We will arrange for a replacement or refund, including shipping costs.  

4. Refunds  

Refund Process  
- Refunds are issued to the original payment method.  
- If paid by cash, refunds will be processed as store credit or cash refund (as per mutual agreement).  
- Shipping charges are non-refundable unless the return is due to our error.  

Refund Timeline  
- Refunds will be processed within 5 business days after the returned item is received and inspected.  

5. Cancellation Policy  
- Orders can be cancelled within 24 hours of placement if they have not yet been shipped or prepared.  
- Booked grooming services can be cancelled or rescheduled at least hours before the appointment time.  

6. Contact Information  
For any questions or concerns regarding returns, exchanges, or refunds, please contact us:  
Email: fluffypets056@gmail.com  
Phone: 0315-4411703  
 

Thank you for shopping with Fluffy Pets. We appreciate your trust and support!