Returns & Refunds Policy — Fluffy Joy
We want you to be completely satisfied with your purchase from Fluffy Joy. If for any reason you are not happy with your order, we offer a straightforward returns process.
Return Window
You may return most items within 30 days of the delivery date for a full refund or exchange. To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. Items that show signs of use, damage, or have had their hygiene seal broken cannot be returned unless they are defective.
How to Initiate a Return
To start a return, please contact our customer service team with your order number and the reason for the return. We will provide you with return instructions and, where applicable, a returns authorisation number. Returns sent without prior authorisation may not be accepted.
Return Shipping Costs
Unless your item is defective or we have made an error with your order, the cost of return shipping is the customer's responsibility. We recommend using a tracked shipping service for your return, as we cannot be held responsible for parcels lost in transit. If your item is defective or incorrect, we will provide a prepaid return label at no cost to you.
Refund Processing
Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5-7 business days. Please note that it may take additional time for the refund to appear on your bank statement, depending on your financial institution.
Exchanges
If you would like to exchange an item for a different variant or product, please contact us within 30 days of delivery. Exchanges are subject to product availability. If the desired item is unavailable, we will offer a full refund.
Non-Returnable Items
The following items cannot be returned: personalised or custom-made products, items that have been used or opened (particularly personal care products), and digital downloads. Gift cards are also non-refundable.
Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us within 7 days of delivery with photographic evidence. We will arrange a replacement or full refund, including return shipping costs, at no expense to you.
For any questions about returns, please reach out to our customer service team who will be happy to assist.