Refund policy
Last updated: 19/10/2025
Returns & Exchanges
At Floof n Fluff Ltd, we want you (and your floofy one) to be happy with your purchase. If you've received your Floof n Fluff bed and it’s not the right fit, you may be eligible for a return or exchange, provided the following conditions are met:
Return Eligibility
To qualify for a return or exchange:
- The bed must remain unopened and in its original vacuum-sealed packaging.
- Covers, waterproof liners, blankets, and all other accessories must be unused and in brand-new condition.
Timeframe
- Returns must be requested within 14 days of delivery.
How to Request a Return
Email our team at hello@floofnfluff.com with your order number and reason for return. If you meet the eligibility criteria, we’ll provide return instructions.
Return Shipping
- Return shipping costs are the responsibility of the customer.
Important Notes
- For hygiene reasons, we cannot accept returns if the vacuum seal has been broken. Once expanded, the bed cannot be repackaged.
- If you’re unsure about sizing, please do not open the bed. Contact us first, we're happy to help you arrange a return or exchange as long as the bed is still vacuum sealed.
Refunds
- Refunds will be issued to your original payment method once the returned item is received and inspected.
- If the product is in brand-new, unused condition, we will process your refund.
- Refunds can take up to 10 business days to appear on your statement. If it takes longer, please reach out to us at hello@floofnfluff.com.
Warranty
We stand behind the quality of our products and proudly offer:
- A 12-month limited warranty against manufacturing defects.
- A 10-year warranty against sagging of the orthopaedic foam base.
What’s Covered
Our limited warranty covers:
- Faults in materials or manufacturing defects affecting normal use.
If you receive a defective product, please email hello@floofnfluff.com with:
- Your order number;
- A description of the issue;
- Clear photos of the defect.
We’ll be happy to assess your claim and offer a replacement if eligible.
What’s Not Covered
Our warranty does not cover:
- General wear and tear from regular use or washing;
- Damage from improper use or failure to follow care instructions;
- Damage caused by pets (including chewing, scratching, biting, accidents, etc.);
- Burns, rips, stains, or moisture damage;
- Use in commercial environments (hotels, retail spaces, etc.);
- Use of Floof n Fluff covers on non-Floof n Fluff beds (which may result in poor fit or damage).
Need Help?
Got questions about returns, warranties, or whether the bed is right for your pup? We’re just an email away: hello@floofnfluff.com