Last updated: 17 September 2026
Our Promise
At Fluffvale, we want you and your cat to be happy with every product you buy. Pets don't always take to something new the way we hope, and things occasionally arrive damaged or aren't quite right — if that happens, we're here to sort it out with you.
30-Day Guarantee
Every Fluffvale order is covered by a 30-day satisfaction guarantee, starting from the date of delivery. If you're not satisfied with your product for any reason within that window, reach out to us and we'll work with you on a resolution.
How to Start a Return
- Email us at info@fluffvale.com within 30 days of delivery.
- Include your order number, the item(s) involved, and the reason for your return.
- If helpful, attach a photo (for example, if the item arrived damaged or defective) — this helps us resolve things faster.
- We'll review your request and reply with the next steps, including whether the item needs to be sent back and where to send it.
- Once everything is confirmed on our end, we'll process your resolution.
Return Window
Requests must be submitted within 30 days of the delivery date shown on your tracking information. Requests submitted after this window will be reviewed on a case-by-case basis but are not guaranteed a resolution.
Item Condition
Unless the item is defective or arrived damaged, returned items must be unused and in their original packaging to be eligible for a refund or replacement.
Shipping Costs
Return shipping costs are the customer's responsibility.
Processing Time
Once we receive your return request and, if applicable, the returned item, we aim to respond within 7–14 business days. If you haven't heard from us after that window, please reach out again.
Refunds
Where a refund is agreed as the resolution, it will be issued to your original payment method. Original shipping fees are non-refundable.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or isn't what you ordered, contact us at info@fluffvale.com with your order number and a photo of the issue as soon as possible. We'll make it right.
Need Help?
Email us at info@fluffvale.com and we'll get back to you as soon as we can.