Refund policy

Updated 31st of August 2026

Happiness Guarantee

At The Fluff Crew, we want you and your pup to absolutely love every purchase. If something isn’t quite right, please reach out to us and we’ll do our best to make it right.

To request a return or exchange, please email contact@thefluffcrew.com.au with your order number and a brief description of the issue or reason for your request. Our team will guide you through the next steps.

Size Exchanges

We want to ensure you get the perfect fit. If you need to exchange an item for a different size, please contact us within 60 days of receiving your order.

  • Standard Returns: Return shipping costs for size exchanges are the responsibility of the customer. Items must be returned unworn, unwashed, and in original condition with tags attached.

  • Sydney Metro Customers (In-Person Exchange): If you are located within the Sydney Metropolitan area, we may offer a complimentary or arranged in-person size swap at our discretion, subject to location and schedule availability. Please reach out to our team prior to posting your item to see if an in-person exchange can be arranged.

Change of Mind Returns & Refunds

We accept change of mind returns within 60 days of delivery.

To be eligible for a refund:

  • Items must be unused, clean, and in original condition (no stains, pet hair, or damage)
  • All original tags and packaging must be included
  • Proof of purchase is required

Once your return is received and approved, a refund will be issued to your original payment method excluding original shipping costs.

Return shipping and any handling fees are the responsibility of the customer. We recommend using a tracked shipping service, as The Fluff Crew is not responsible for lost return parcels.

Store Credit Option:

As an alternative to a refund, customers may choose to receive store credit for change of mind returns.

  • Store credit will be issued for the full order value, including original shipping costs.
  • Store credit can be used on future purchases and does not expire.

Please let us know if you would prefer store credit when submitting your return request.

International Returns and Exchanges

For all international orders, customers are responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

Holiday Returns

To make holiday shopping easier, we extend our return window to 90 days from the delivery date during designated holiday periods.

Faulty or Damaged Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery.

Under the Australian Consumer Law, you are entitled to a refund or replacement for items with a major fault. Faulty or incorrect items will be replaced or refunded free of charge, and you will not be required to return the item unless we specifically request it.

12-Month Warranty

All products are covered by a 12-month warranty from the date of purchase.

If your item does not meet reasonable expectations of quality or durability within this period, you may be eligible for a refund or replacement under the Australian Consumer Law.

If a fault occurs after the 12-month warranty period, we will assess the issue on a case-by-case basis. This assessment considers the nature of the fault, product care and usage, and whether a reasonable remedy can be offered.

Please note: The warranty does not cover general wear and tear, damage caused by misuse, or failure to follow care instructions.

If you have any questions, please don’t hesitate to contact us at contact@thefluffcrew.com.au. We’re always happy to help you and your pup 🐾