Refund policy
We offer a 14-day return policy. This means you have 14 days after receiving your order to request a return.
To be eligible for a return, items must be unused, unwashed, free of pet hair, and returned in their original packaging with all accessories included. A receipt or proof of purchase is required.
Please note that all return shipping costs are the responsibility of the customer, including any customs or duty charges that may apply when sending items back to Austria. We do not provide prepaid return labels.
To start a return, please email us at fluffwell.official@gmail.com with photos of the item and packaging so we can confirm eligibility before providing return instructions. Items sent back without prior approval cannot be accepted.
Return address:
Bahnhofstraße 19
4100 Ottensheim
Austria
Damages & Issues
Please inspect your order upon delivery. If the item arrives damaged, defective, or incorrect, contact us within 48 hours and provide photos or videos so we can assist you.
Non-Returnable Items
For hygiene reasons, we cannot accept returns of used or washed items, items showing signs of wear, or items returned without original packaging.
Exchanges
If you wish to exchange an item, please follow the return process (if eligible) and place a new order once your return is approved.
EU 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the right to cancel your order within 14 days. Items must still be unused and in their original packaging.
Return shipping costs remain the customer’s responsibility.
Refunds
Once we receive and inspect your return, we will notify you of approval or denial. Approved refunds are processed to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to post the refund.