Refund policy
Return & Refund Policy
Our Commitment At FluffyTales, we want you to be happy with your purchase. If something goes wrong, we'll make it right.
14-Day Right to Cancel (Consumer Contracts Regulations 2013) You have the right to cancel your order within 14 days of receiving your item, without giving a reason. To exercise this right, please contact us at info@fluffytales.shop within 14 days of delivery. Return shipping costs are at your expense. Refunds will be processed within 14 days of us receiving notification of your cancellation.
When Are You Eligible for a Refund or Replacement? You are eligible for a full refund or free replacement if your item:
- Arrives damaged or broken
- Is of poor or unacceptable quality
- Is incorrect (wrong item sent)
In these cases, you do not need to return the item you can keep it and we will send a replacement or issue a full refund.
When Are You Not Eligible for a Refund Without Return? We are unable to offer a no-return refund in the following situations:
- You ordered the wrong size or colour
- You have changed your mind about the purchase
- The item does not meet personal expectations not related to quality or accuracy
Your Statutory Rights Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015. If your item is faulty or not as described, you are always entitled to a remedy under UK law.
How to Request a Refund or Replacement
- Email us at info@fluffytales.shop within 30 days of receiving your order
- Include your order number and a clear photo of the issue
- We will respond within 1–2 business days with a solution
Refund Processing Approved refunds are processed within 5–7 business days to your original payment method.
Contact info@fluffytales.shop