Refund policy
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.
1 Free Size Exchange
All harness and apparel items come with one (1) free size exchange per order, so you can shop with confidence and find the perfect fit for your pup.
The free size exchange applies if your item does not fit and you wish to exchange it for a different size of the same design and style.
Each order is eligible for one free size exchange only. If multiple items need to be exchanged, they must be sent back together and will be counted as the single free exchange.
Once your exchange request is approved, a return shipping label will be emailed to you.
Items must be returned within 30 days of delivery to be eligible for the free size exchange.
Eligibility conditions:
- Items must be unused, clean, and in original condition
- All tags must be attached
- Items must be returned in original packaging
- Once your return is received and approved, the replacement size will be dispatched and a new tracking number will be provided.
Please note:
The free size exchange applies to size changes only.
Exchanges for a different product, style, or design (for example, exchanging a step-in harness for an adjustable harness) are not covered under the free size exchange. In these cases, return shipping and any additional costs, including price differences, will be the responsibility of the customer.
Change of Mind Returns & Refunds
We accept change of mind returns within 30 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 Exhcanges
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 60 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 🐾