Refund policy
Returns & Refunds Policy
We hope you and your fluff enjoy your FluffSquatter order. If something isn’t quite right, the information below explains how returns, cancellations and refunds work.
Change-of-mind returns
For eligible non-personalised products purchased online, you may tell us that you wish to cancel your order within 14 days of receiving your goods.
After notifying us, you then have 14 days to return the goods.
To start a return, please contact:
Please include your order number and the item you would like to return.
Items should be returned in their original condition with all included parts, accessories and packaging wherever reasonably possible.
You may inspect the product as you would in a physical shop, but we may reduce the refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.
Return postage
For change-of-mind returns, customers are responsible for arranging and paying for return postage.
We recommend using a tracked delivery service, as we cannot be responsible for returned parcels that do not reach us.
Please contact us before returning any item so that we can provide the correct return address and instructions.
Refunds
Once your return has been received and inspected, we will confirm the outcome of your refund.
Approved refunds will be issued to your original payment method.
Where required, we will also refund the cost of the standard outbound delivery option. If you selected a more expensive delivery service, such as express delivery, the additional delivery cost is not refundable unless required by law.
Refunds will be processed within the applicable legal timeframe.
Your bank or card provider may take additional time to display the refund in your account.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If your item is damaged, faulty, defective or you receive the wrong product, please contact us as soon as possible at:
Please include your order number and, where possible, clear photographs showing the issue.
Where the product is faulty, damaged or incorrect, we will work with you to provide an appropriate solution, which may include a replacement or refund.
Your statutory rights under UK consumer law are not affected by this policy.
Personalised products
Products that are made specifically to your requirements or are clearly personalised, including customised pet ornaments, are generally not eligible for change-of-mind returns.
However, this does not affect your rights if the personalised item is faulty, damaged, not as described, or we have made an error with your personalisation.
If you need to make a change to a personalised order, contact us at hello@fluffsquatter.com as soon as possible.
If production has not yet started, we may be able to change or cancel the order, but this cannot be guaranteed.
Order cancellations before dispatch
For standard non-personalised products, you may request cancellation before your order has been dispatched.
If your order has already been dispatched, it will normally need to be handled as a return after delivery.
For personalised products, cancellation may not be possible once production has started.
Pre-orders
Some seasonal FluffSquatter products, including selected Advent Calendars, may be sold on a pre-order basis.
The expected dispatch date will be clearly displayed on the relevant product page before purchase.
If you wish to cancel an eligible non-personalised pre-order before it has been dispatched, please contact us at hello@fluffsquatter.com.
Exchanges
We do not currently operate an automatic exchange service.
If you would like a different product, please contact us. Where appropriate, the easiest option may be to return the original eligible item and place a new order.
How to contact us
For any return, refund or cancellation questions, contact:
FluffSquatter
Email: hello@fluffsquatter.com
Please include your order number whenever possible so we can help you more quickly.