Return, Refund & Exchange Policy

Returns Policy

This policy is to give you comfort that subject to the conditions below, if any product purchased from Pluffy Paw is defective or not suitable for you/your pet, we will happily repair or replace the product or offer you a store credit for your return.

In case the item under consideration is defective, then we will provide you with free return shipping and we will arrange for the reverse pick up as requested. This can take anywhere from 8-14 days depending on the courier partner.

In case the item under consideration is not suitable to you or your pet, then it will be your responsibility to ship the item to us at your own cost.

Reverse/return pick up is not valid on the following items:

- Beds (Except those mentioned on Product Page as Returnable)

- Mats

- Clothing

- Toys

In the event you have placed an order and wish to cancel it before the shipment has been dispatched, please note that the same needs to be informed to us via email (info@pluffypaw.com) and an acknowledgement for the same must be sought.

Pluffy Paw does not provide any refunds for orders, unless on a case to case basis the Pluffy Paw management decides to.

Return Eligibility

The following items are not eligible for returns or exchanges unless the item has been received by the customer in a damaged or faulty condition. This needs to be informed to us within 30 days of receipt of your order via email (info@pluffypaw.com):

All Clothing Items
Toys
Any personalised product/item
Mats, beds, blankets, covers

However, please note the list above is not exhaustive. There may be other individual products which are non-returnable unless damaged. Products pages outline whether that product is returnable or not.

Pluffy Paw's discretion for non-returnable items.

In the event that the item is non-returnable, it will be at the discretion of Pluffy Paw to accept a return or not. In that case, a return fee may apply and this would amount to the delivery fee incurred to organise the return or otherwise deemed appropriate by Pluffy Paw. This would be communicated to you at the time of processing the return request for your approval before confirming the return or exchange.

In addition to the above, returns or exchanges will not be accepted in the following circumstances:

Any return request that is submitted post 30 days of the order being delivered

The product has been used or altered in any way or form

The product has been damaged through abnormal use i.e. incorrect use by you

The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.

Note that in case the product for exchange is unavailable, a store credit will be offered.

Receiving a return item

Please note, if we do receive an item without the original packaging or if the product is received damaged or dirty or used, there will no store credit issued to you or the product exchanged (unless defective). You will have the option of having the item shipped back to you at your own cost, otherwise the product will be donated.

This will be determined at the time the product is received at the Pluffy Paw warehouse for investigation.

Orders rejected upon delivery

Please note that if you reject an order upon delivery, no refunds would be issued. A store credit will be issued once the returned parcel has reached our warehouse and has been investigated.

If an incorrect shipping address has been mentioned then it is at the discretion of Pluffy Paw whether to refund the full amount or part or none. Since some of the items are shipped from international warehouses, it is not possible to return the items back to the Pluffy Paw Warehouse considering higher return shipping charges and hence those items would be required to be destroyed by the logistics company. In the said case, no refund will be issued to the customer for providing incorrect shipping address.

We will not be responsible to ship the order out the second time. Either you will have to arrange for delivery or bear shipping fees the second time as per actuals.

If there is any damage to the item, or the item is lost in transit for return, you would be responsible for the same. Pluffy Paw has full discretion on treating this on a case by case basis for any alternative resolution.

Please note in this case, any shipping fees and return shipping fees will be deducted from any store credit that is issued.

Store Credit

How will I receive this?

A store credit is provided by way of a coupon code. The coupon code will not work with any other discount codes or bundles/combo deals applied and will only be valid for 6 months.

When will I receive this?

After you have placed your return request, your exchange/store credit will only be issued once we have received the product in our warehouse.

Amount of store credit

If you have used a coupon code in your initial purchase, then please note this amount will not be returned by way of a store credit. The only amount that would be provided as a store credit would be the amount applicable paid by you over and above any coupon applied.

The delivery fees paid by you in the initial purchase are not eligible for any store credit. The store credit is strictly limited to the price of the product.

Return Process

Please reach out to us via email (info@pluffypaw.com) or call (+32484522720) to inform about your return or exchange request. We will then log your return request through our returns portal and we will get in touch with you from there on processing your request.

Return/exchange is not eligible on certain product categories like beds, mats, blankets, clothing, toys and any personalised item.

In case the item under consideration is not suitable to you or your pet, then it will be your responsibility to ship the item to us at the address communicated to you in mail at your own cost.

Please do mention your order number on the package if you are sending the product back to us. Loss or delay in process of any orders received without order number will not be Pluffy Paw's responsibility.

Once the item has been received at our warehouse, we will process the return/exchange for you.