Terms of service

Last updated: 3 July 2026

Welcome to Fluff Happens.

These Terms of Service explain the rules that apply when you visit our website, browse our store, create an account, place an order, or use any of our online services.

In these Terms, “Fluff Happens”, “we”, “us” and “our” refer to Fluff Happens. “You” and “your” refer to the customer, visitor, account holder, or person using our website.

By using our website or placing an order, you agree to these Terms of Service, together with our Privacy Policy, Refund Policy, Shipping Policy, and any other policies referred to on our website.

Nothing in these Terms limits any rights you may have under applicable South African consumer protection law.

SECTION 1 - ABOUT FLUFF HAPPENS

Fluff Happens is an online store based in South Africa.

We sell pet products, animal-themed products, home décor items, and related goods through our Shopify-powered online store.

Some products may be supplied, imported, fulfilled, or shipped through third-party suppliers or fulfilment partners. Where this applies, delivery times, packaging, product availability, and tracking updates may vary depending on the supplier, carrier, product type, and destination.

Our customer support email address is:

info@fluffhappens.co.za

SECTION 2 - USE OF OUR WEBSITE

You may use our website only for lawful purposes.

You agree not to use our website:

  • for fraud, abuse, harassment, or unlawful activity;
  • to submit false, misleading, or incomplete information;
  • to interfere with the security or operation of the website;
  • to copy, scrape, reproduce, or misuse our content without permission;
  • to upload viruses, malware, or harmful code;
  • to impersonate another person or business;
  • to place orders using unauthorised payment details; or
  • to do anything that may harm Fluff Happens, our customers, our suppliers, Shopify, or any related service provider.

We may refuse access to our website, cancel an order, suspend an account, or take other reasonable action if we believe these Terms have been breached or if fraud, abuse, or misuse is suspected.

SECTION 3 - CUSTOMER ACCOUNTS AND INFORMATION

You may need to provide certain information when using our website or placing an order, including your name, email address, phone number, delivery address, billing information, and payment information.

You agree that all information you provide must be accurate, complete, and up to date.

You are responsible for keeping your account login details safe. You are also responsible for any activity that happens under your account, unless the activity was caused by our error or a security issue outside your control.

If you believe your account or order information has been used without permission, contact us as soon as possible at info@fluffhappens.co.za.

SECTION 4 - PRODUCT INFORMATION

We try to display product information, prices, colours, sizes, images, descriptions, specifications, and availability as accurately as possible.

However:

  • product colours may look slightly different depending on your screen or device settings;
  • measurements may vary slightly due to manual measurement or supplier specifications;
  • packaging may differ from images shown;
  • product images may include props or display items that are not included unless clearly stated;
  • product availability may change without notice; and
  • product descriptions may be updated when we receive new or corrected information.

We reserve the right to update, correct, remove, or change product information at any time.

If we discover a material error in a product listing after you place an order, we will contact you where necessary and give you a reasonable solution, which may include correcting the order, offering an alternative product, or cancelling and refunding the affected item.

SECTION 5 - PET PRODUCT SAFETY

Many of our products are intended for pets, pet environments, or pet owners. You are responsible for choosing products that are suitable for your pet’s species, size, age, behaviour, and health needs.

Unless the product page clearly says otherwise:

  • pet toys and accessories should be used under supervision;
  • damaged products should be removed from use;
  • small parts may pose a choking risk;
  • chewing, scratching, biting, or rough use may damage products;
  • pet clothing, collars, harnesses, and accessories should be checked for proper fit;
  • aquarium, reptile, bird, and small pet products should be used according to the needs of the animal and habitat; and
  • product information on our website is general information only and is not veterinary advice.

If you are unsure whether a product is suitable for your pet, ask a qualified veterinarian or animal care professional before use.

SECTION 6 - ORDERS

When you place an order, you are making an offer to buy the selected products.

Your order is accepted when we confirm the order and payment has been successfully processed. We may refuse, cancel, or limit an order where reasonably necessary, including where:

  • a product is unavailable;
  • payment cannot be verified;
  • there is a pricing, stock, or product information error;
  • fraud or unauthorised payment is suspected;
  • the delivery address is incomplete or invalid;
  • supplier fulfilment is no longer possible;
  • the order appears to be for resale or commercial misuse; or
  • we are legally required or reasonably entitled to do so.

If we cancel an order after payment has been received, we will refund the affected amount using the original payment method where possible, unless another lawful refund method is agreed.

Please check your order carefully before confirming payment. Once an order has been processed or sent to a supplier for fulfilment, cancellation may no longer be possible except where required by law or allowed under our Refund Policy.

SECTION 7 - PRICES, PROMOTIONS AND PAYMENT

Prices are shown in South African Rand unless stated otherwise.

We may change prices, discounts, promotions, product availability, and offers at any time without prior notice. The price charged for your order will be the price displayed at checkout when you complete your purchase, unless there is an obvious error.

Promotions may have their own conditions, including start dates, end dates, exclusions, or minimum order requirements. If there is a conflict between a promotion’s specific terms and these Terms, the promotion’s specific terms will apply.

Payment may be processed by third-party payment providers. We do not control every part of the payment provider’s systems, policies, security checks, or approval process.

You confirm that you are authorised to use the payment method provided and that the payment information you submit is accurate.

We may cancel or hold an order if payment is declined, reversed, flagged, suspected of fraud, or not fully received.

SECTION 8 - FREE DELIVERY AND DELIVERY CHARGES

Where we offer free delivery, it means that we do not charge the standard delivery fee at checkout for eligible orders or products.

Free delivery does not necessarily include:

  • customs duties;
  • import taxes;
  • clearance fees;
  • remote area surcharges;
  • failed delivery re-delivery fees;
  • address correction fees; or
  • any other charge imposed by a carrier, authority, or third party,

unless we clearly state otherwise.

Any delivery promotion is subject to the terms displayed on our website at the time of purchase.

SECTION 9 - SHIPPING, DELIVERY AND FULFILMENT

Delivery times are estimates unless we expressly confirm a guaranteed delivery date in writing.

Because some products may be imported, supplier-fulfilled, or shipped through third-party logistics partners, delivery times may vary by product. Some orders may arrive in separate parcels.

Our Shipping Policy explains our delivery timeframes, shipping process, tracking, delays, and related delivery information. By placing an order, you agree to the delivery information shown on our website, product pages, checkout, order confirmation, and Shipping Policy.

Where a product has a longer delivery timeframe, including imported or supplier-fulfilled products, delivery may take longer than standard local delivery. If an order or product may take up to 60 days, this must be made clear in our Shipping Policy or other customer-facing delivery information.

We remain committed to helping you resolve delivery issues where an order is delayed, lost, or damaged in transit. Please contact us if your parcel does not arrive within the expected delivery window.

If we become aware of a significant delay, we will take reasonable steps to update you. Where required by applicable law, you may have the right to cancel or receive a refund if an order is not delivered within the agreed or legally required timeframe.

SECTION 10 - THIRD-PARTY SUPPLIERS AND IMPORTED PRODUCTS

Some products may be sourced, supplied, packaged, fulfilled, or shipped by third-party suppliers, manufacturers, fulfilment partners, or logistics providers.

This means:

  • product packaging may differ slightly from images;
  • delivery times may differ between products;
  • tracking updates may take time to appear;
  • orders with multiple items may arrive separately;
  • stock may become unavailable after an order is placed; and
  • supplier or carrier delays may occasionally occur.

We remain the store you purchased from and will assist with customer support, order issues, and eligible refund or return requests in line with our policies and applicable law.

SECTION 11 - RETURNS, REFUNDS AND CANCELLATIONS

Returns, refunds, exchanges, cancellations, damaged items, incorrect items, and cooling-off rights are handled under our Refund Policy.

Nothing in these Terms removes any rights you may have under applicable South African consumer protection law.

You must contact us as soon as possible if:

  • your item arrives damaged;
  • you receive the wrong item;
  • an item is missing;
  • your parcel has not arrived within the expected delivery window;
  • you want to request a cancellation; or
  • you want to request a return or refund.

We may ask for reasonable supporting information, such as photos, videos, packaging images, tracking information, or a written explanation, so that we can assess the issue fairly.

Items must be returned in the condition required by our Refund Policy unless the issue is due to damage, defect, incorrect supply, or another legally protected reason.

SECTION 12 - ACCURACY OF INFORMATION

We try to keep our website accurate and up to date. However, mistakes may sometimes occur, including errors in product descriptions, prices, images, availability, promotions, delivery estimates, or other information.

We reserve the right to correct errors, update information, or cancel affected orders where reasonably necessary.

If an error affects your order in a material way, we will contact you where appropriate and provide a reasonable solution.

SECTION 13 - PRIVACY

Our collection and use of personal information is explained in our Privacy Policy.

By using our website, creating an account, subscribing to marketing, or placing an order, you acknowledge that your personal information may be collected, used, stored, shared, and processed as described in our Privacy Policy.

Because our store is powered by Shopify, certain information may also be processed by Shopify and its service providers to operate the store, checkout, payment, security, analytics, fraud prevention, and related services.

Please review our Privacy Policy for more information.

SECTION 14 - MARKETING COMMUNICATIONS

If you subscribe to our emails, marketing messages, or other communications, you agree to receive those communications from us.

You may unsubscribe or opt out of marketing communications where an unsubscribe or opt-out option is provided.

We do not intend to send unwanted marketing communications. If you believe you are receiving marketing from us in error, contact us at info@fluffhappens.co.za.

SECTION 15 - THIRD-PARTY SERVICES, LINKS AND TOOLS

Our website may include third-party services, tools, links, payment services, tracking services, apps, social media features, or embedded content.

Third-party services are controlled by their own providers and may have their own terms, privacy policies, rules, and security practices.

We are not responsible for third-party websites or services that we do not control. If you choose to use or access a third-party service, you do so subject to that third party’s terms and policies.

SECTION 16 - RELATIONSHIP WITH SHOPIFY

Our store is powered by Shopify, which provides the e-commerce platform that allows us to sell products and services to you.

However, purchases made through our store are made directly with Fluff Happens. Shopify is not the seller of our products and is not responsible for our products, fulfilment, customer service, returns, refunds, or any transaction between you and Fluff Happens, except where Shopify is responsible under its own terms or applicable law.

SECTION 17 - INTELLECTUAL PROPERTY

All content on our website, including our store name, branding, text, product presentation, images, graphics, designs, layout, logos, and other materials, belongs to Fluff Happens or is used with permission from our suppliers, licensors, service providers, or other rights holders.

You may not copy, reproduce, modify, publish, distribute, sell, or use our website content for commercial purposes without our prior written permission.

All third-party trademarks, logos, names, and product identifiers remain the property of their respective owners.

SECTION 18 - CUSTOMER FEEDBACK, REVIEWS AND CONTENT

If you submit reviews, photos, comments, feedback, suggestions, or other content to us or through our website, you confirm that:

  • the content is accurate and lawful;
  • you have the right to submit it;
  • it does not infringe anyone else’s rights;
  • it is not abusive, misleading, defamatory, obscene, or harmful; and
  • it does not contain malware or harmful code.

You allow us to use, display, reproduce, edit, publish, and share that content for purposes related to our business, including customer support, product improvement, marketing, website display, and store promotion.

We may remove or refuse to display customer content where we believe it is unlawful, offensive, misleading, irrelevant, fraudulent, or otherwise inappropriate.

SECTION 19 - WARRANTIES AND DISCLAIMERS

We do not promise that our website will always be uninterrupted, error-free, secure, or available at all times.

Products are provided according to the product information displayed on our website, subject to any rights you may have under applicable law.

To the fullest extent allowed by law, we exclude warranties, representations, or conditions that are not expressly stated in these Terms, our policies, or required by applicable law.

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so, including liability that cannot be excluded under applicable South African law.

SECTION 20 - LIMITATION OF LIABILITY

To the fullest extent allowed by law, Fluff Happens will not be liable for indirect, incidental, special, punitive, or consequential loss, including loss of profit, loss of revenue, loss of data, or loss of business opportunity, arising from your use of our website or purchase of products.

Our liability for any order will, where legally permitted, be limited to the amount you paid for the affected product or order.

This limitation does not apply where liability cannot legally be limited or excluded.

SECTION 21 - INDEMNITY

You agree to be responsible for losses, damages, claims, costs, or expenses suffered by Fluff Happens because of:

  • your breach of these Terms;
  • your unlawful use of our website;
  • your misuse of our products;
  • your violation of another person’s rights;
  • false or misleading information provided by you; or
  • fraud or unauthorised activity caused by you.

This section applies only to the extent allowed by law.

SECTION 22 - TERMINATION OR RESTRICTION OF ACCESS

We may suspend, restrict, or terminate your access to our website or account if we reasonably believe that:

  • you breached these Terms;
  • your account is being misused;
  • fraud or unauthorised activity is suspected;
  • you have abused our staff, systems, suppliers, or services;
  • your use of the website creates risk for us, our customers, Shopify, or our service providers; or
  • we are legally required to do so.

Termination or restriction of access does not affect rights and obligations that arose before the termination or restriction.

SECTION 23 - SEVERABILITY

If any part of these Terms is found to be invalid, unlawful, or unenforceable, that part will be treated as removed or limited to the minimum extent necessary.

The remaining parts of these Terms will continue to apply.

SECTION 24 - WAIVER

If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.

Any waiver must be clear and in writing to be effective.

SECTION 25 - TRANSFER OF RIGHTS

You may not transfer your rights or obligations under these Terms without our prior written consent.

We may transfer our rights or obligations where reasonably necessary for business operations, legal compliance, restructuring, sale of the business, use of service providers, or continuation of the website, provided this does not unlawfully reduce your consumer rights.

SECTION 26 - GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

Where a dispute cannot be resolved directly with us, it may be handled by the appropriate court, regulator, ombud, or dispute resolution body with jurisdiction under South African law.

SECTION 27 - CHANGES TO THESE TERMS

We may update these Terms from time to time.

The latest version will be posted on this page. The “Last updated” date will show when the Terms were most recently changed.

If a change is material, we will take reasonable steps to notify customers where required by law.

Your continued use of our website after updated Terms are posted means you accept the updated Terms, unless applicable law requires a different process.

SECTION 28 - CONTACT INFORMATION

Questions about these Terms of Service can be sent to:

Fluff Happens
Email: info@fluffhappens.co.za
Country: South Africa
Company registration number: 2025 / 856067 / 07