Refund policy

Returns & refunds

We curate pet gear we'd happily use on our own animals, and we want you to be happy with what turns up. Here's how returns and refunds work. The short version is that we'll always make it right if something arrives faulty.

The short version

We accept returns for products that arrive faulty, damaged, defective, or not what you ordered. Because our products ship directly from our makers and suppliers, you usually won't need to post anything back. A few clear photos or a short video is enough for us to sort a replacement or a refund.

We don't offer returns or refunds for change of mind, so please check sizing, colours and the product details before you order. Not sure which size or option is right? Email us first and we'll help you choose.

What's covered

We'll replace or refund an item if, when it arrives, it's:

Faulty, defective, or not working as it should
Damaged in transit, where the product itself is affected, not just the outer box
The wrong item, size or colour versus what you ordered
Missing items or parts

What's not covered

Change of mind, or ordering the wrong size or option by mistake
Normal wear and tear, or damage from use, accidents, or washing against the care guidance
Outer packaging that's dented or marked while the product inside is perfectly fine
Items that have been deliberately altered or misused
Small variations in colour or pattern that are normal for handmade or made-to-order pieces

How to make a claim

Email hello@fluffrepublic.com.au within 30 days of your order arriving, and include:

Your order number
A clear photo or short video showing the problem, and for a wrong or damaged item, a shot of the product, the packaging and the shipping label too

We'll review it (usually within 2 business days) and arrange a replacement or a refund. You won't pay return postage on a faulty item, and in most cases you can keep the product rather than send it back. If a fault appears later than 30 days, contact us anyway. Your rights under the Australian Consumer Law still apply.

Refunds

Approved refunds go back to your original payment method, usually within 5 to 10 business days once confirmed (your bank may take a little longer to show it). Prefer a replacement? We'll get the new one moving as soon as your claim is approved.

Cancelling an order

Changed your mind straight after ordering? Email us as soon as you can. If the order hasn't been processed or shipped yet, we can usually cancel it for a full refund. Once it's been made or sent (including personalised or made-to-order items), we're no longer able to cancel it.

Parcels that don't arrive

If your tracking stalls or your order doesn't turn up, that's on us to chase. Email us and we'll investigate with the carrier. Where a parcel is confirmed lost in transit, we'll replace or refund it. If tracking shows the parcel as delivered but it hasn't reached you, we may need a non-delivery confirmation from the carrier to look into it. And if a parcel comes back because the address was incomplete or incorrect, we'll re-send it once you've confirmed the right details (a re-postage fee may apply).

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our products come with consumer guarantees that can't be excluded: among other things, that they're of acceptable quality, fit for their purpose, and match their description.

If a product has a major problem, you're entitled to choose between a refund or a replacement, and to compensation for any other reasonably foreseeable loss. If the problem is minor, we'll repair, replace or refund it at our discretion within a reasonable time. These rights apply regardless of the timeframes above.