Refund policy

Returns and Refunds Policy

At Fluff Happens, we want you to feel confident shopping with us. This policy explains how returns, refunds, exchanges, damaged items, and order cancellations are handled.

This policy does not limit any rights you may have under applicable South African consumer protection law.

Returns

We offer a 30-day return policy for eligible items. This means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, the item must be unused, in the same condition that you received it, and in its original packaging where reasonably possible. You will also need your order number, receipt, or proof of purchase.

To request a return, contact us at info@fluffhappens.co.za with your order number and the reason for the return.

Returns are handled on a case-by-case basis. If your return is approved, we will confirm the correct return address and provide instructions on how and where to send your item.

Please do not send items back without contacting us first. Items returned without approval or sent to the wrong address may not be accepted.

Online Order Cancellation / Cooling-Off Returns

For eligible online purchases, you may request to cancel and return your order within 7 days after receiving the goods, where this right applies under South African electronic transaction law.

The item must be returned to us in a condition that allows us to assess it. The direct cost of returning the item may be for your account unless the item is defective, damaged, incorrect, unsafe, or not as described.

Damaged, Defective, Incorrect, or Not-as-Described Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, incorrect, unsafe, or not as described, contact us as soon as possible at info@fluffhappens.co.za.

Please include:
- Your order number
- Clear photos or videos of the issue
- A photo of the packaging, if relevant
- A short explanation of what is wrong

We will assess the issue and assist with a suitable solution in line with applicable consumer protection law. Depending on the situation, this may include a repair, replacement, refund, partial refund, or another appropriate solution.

For defective, damaged, incorrect, unsafe, or not-as-described items, you will not be refused help only because the item was on sale or because the original packaging is no longer perfect.

Change-of-Mind Returns

Change-of-mind returns may be accepted if the product is eligible for return, unused, in its original condition, and returned with its original packaging where reasonably possible.

For change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed by Fluff Happens or required by law.

We may decline a change-of-mind return if the item has been used, damaged, washed, altered, soiled, assembled in a way that prevents resale, is missing parts, or is not returned in a suitable condition.

Items That Cannot Be Returned for Change of Mind

Some items cannot be returned for change of mind, including:
- Perishable goods, including food, treats, plants, or similar items
- Custom, personalised, or special-order products
- Opened hygiene-sensitive or personal-care items
- Items that have been used by a pet
- Hazardous materials, flammable liquids, or gases
- Gift cards, where applicable
- Any item marked as final sale, unless the item is defective, damaged, incorrect, unsafe, or not as described

If you are unsure whether your item can be returned, contact us at info@fluffhappens.co.za before sending anything back.

Sale Items

Sale items may not be eligible for change-of-mind returns unless stated otherwise.

This does not affect your rights where an item is defective, damaged, incorrect, unsafe, or not as described.

Exchanges

The fastest way to get a different item is to request a return for the item you have. Once the return is accepted, you can place a separate order for the new item.

If the exchange is needed because the item was defective, damaged, incorrect, unsafe, or not as described, contact us and we will assist with the appropriate next step.

Refunds

We will notify you once your return has been received and inspected, or once your issue has been assessed.

If your refund is approved, it will be processed to your original payment method.

Refunds may take up to 10 business days to be processed by us after approval. Your bank, card provider, or payment provider may take additional time to reflect the refund in your account.

If more than 15 business days have passed since we approved your refund, please contact us at info@fluffhappens.co.za.

Return Shipping

Return shipping arrangements may vary depending on the product, supplier, and reason for return.

For change-of-mind returns, return shipping is usually for the customer’s account.

For defective, damaged, incorrect, unsafe, or not-as-described items, we will assist with reasonable return or replacement arrangements in line with applicable consumer protection law.

Order Cancellations Before Dispatch

If you need to cancel an order, contact us as soon as possible at info@fluffhappens.co.za.

We can usually cancel an order if it has not yet been processed by our supplier or prepared for dispatch.

Once an order has been processed, packed, dispatched, or handed to a courier or supplier, cancellation may no longer be possible. In that case, the order will need to be handled under this Returns and Refunds Policy after delivery.

Delivery Address Issues and Unserviceable Areas

Some delivery addresses may fall outside the available courier or supplier delivery network.

If we cannot fulfil or deliver an order to the address provided, we will contact you as soon as reasonably possible. Where no suitable delivery solution is available, we may cancel the affected order or item and issue a full refund for the amount paid for that order or item.

Contact Us

For returns, refunds, damaged items, or cancellation questions, contact us at:

info@fluffhappens.co.za