Refund policy
At Fluff & Care, we carefully prepare each order so you and your pet receive the right product in good condition.
Because our products are shipped through our fulfillment partner, we do not accept returns or exchanges for change of mind, wrong size selection, or used products.
We only offer a refund or replacement when an item arrives:
- Damaged
- Incorrect
- Missing
Damaged, incorrect, or missing items
Please contact us within 30 days of delivery if your order arrives damaged, incorrect, or incomplete.
To help us review your request, please include:
- Your order number
- A clear photo or video of the issue
- A short description of what happened
Once reviewed, we may offer a replacement or refund depending on the situation.
No returns or exchanges
We are unable to accept returns or exchanges for:
- Change of mind
- Wrong size selected
- Wrong color selected
- Products that have been opened, used, or tried on
- Products your pet does not like or use
- Orders that have already been processed or shipped
Please review the product details, size guides, and measurements carefully before placing your order. For sizing questions, feel free to contact us before purchasing — we’re happy to help you choose the best fit.
Order cancellations
Orders can only be cancelled before they have been processed or shipped.
Once an order has been processed, packed, or shipped, we can no longer cancel it.
Approved refunds
If your refund is approved, it will be issued back to your original payment method. Please allow a few business days for the refund to appear, depending on your bank or payment provider.
Need help?
If something is wrong with your order, please contact us with your order number and we’ll help you as quickly as possible.