Refund & Return Policy

At FluffyCuddlies, we want to keep our customers as happy as we possibly can.

Our policy lasts 30 days. If 30 days have gone by since you’ve received your product, this policy becomes invalid. The day the tracking company marks the order “delivered” is the day we count as the 1st day in the 30 days.

Please note: We might require you to submit images/proof of damaged/defective goods. Kindly cooperate with us and give us the information necessary so that we can help you out quickly and not cause you any inconvenience.

HELP US SERVE YOU BETTER

The more clear and polite you are, the easier your customer service experience will be.

Our customer care agents are humans and they find it much easier to function when the people they are dealing with are polite and rational.

Their job is to solve your problems and help you out with your order. And they will do the best they can to help you out.

CANCELLATIONS

We allow cancellation and order changes within 24 hours of placing your order.

If you request order cancellation within 24 hours, we will refund the entire amount of the order (minus a $5 cancellation and restocking fee per item ordered). Order changes are free of cost.

If more than 24 hours have elapsed since you’ve placed your order, we cannot cancel or change your order. That’s because we process and ship out most orders within 24 hours of you placing the order.

DEFECTIVE PRODUCTS

If you receive a product that is broken, defective, or not like it should be, we will send you a replacement ASAP.

We might ask for some evidence to provide the defect. We try our best not to inconvenience you too much.

CAN I EXCHANGE AN ITEM FOR A LARGER OR SMALLER SIZE?

Since most of our products are custom printed on demand, we do not take returns. We will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.

If you choose the wrong size, unfortunately, we cannot offer a FREE exchange, but we can help offer a low-cost alternative if you bring up the issue to us. All of our products have different measurements, so it is VERY important to compare the measurements in each product to the measurements of a garment you already own at home for accuracy. Are there no measurements or you want more information about a specific product? Email us!

ITEM NOT RECEIVED

We promise delivery within 1-5 weeks of you placing the order. If you have not received the item within 5 weeks, you have the right to request a new package be shipped out to you instantly.

You also have the right to ask for a full refund. However, please note that before we issue a refund, we might require you to contact the local post office and communicate with them. This is because in many cases, the post office marks the order as delivered (because they delivered in the mailbox or through the front door) but the customer didn't notice it was there.

If 4 weeks have elapsed since you've placed your order, please send us an email at support@fluffycuddlies.com to track your order down. We will do our best to locate the order for you and help you out promptly.

REFUNDS

Even though we are quite liberal on replacements and store credit, we are not so liberal on refunds.

If you have received a product that does not match your expectations, we will replace it. If you do not want a replacement, we will give you store credit. If you absolutely want a refund, your case will be evaluated on an individual basis and a decision will be made if you should receive a refund or not.

In most cases, you will NOT be given a refund. But in all cases, we will resolve your problem through a replacement or store credit.

If you are not happy with your product or the service provided by FluffyCuddlies, you have the right to complain and get your issue resolved.

WHAT IF YOU’RE NOT HAPPY WITH THE DECISION?

If you’re not happy with the decision you have received from the customer care agent, you have the right to appeal his/her decision.

You can do so by sending another email with “Escalate” in the subject line of the email. Your case will then be reviewed by a senior customer care executive and your problem will be resolved.

If you have any questions about this refund policy, please send us an email at support@fluffycuddlies.com and a customer care agent will assist you within 2 working days.