Refund & returns policy

We want you and your dog to be happy with every Fluffy Coat order. If something isn't right, here's how returns and refunds work.

30-day return window

Unopened, unused products in their original packaging can be returned within 30 days of delivery for a full refund of the product price. Shipping costs are non-refundable unless the return is due to a fault on our side.

Hygiene exclusions

For your dog's safety, we cannot accept returns of items that have been used on or near a dog (bath brushes, towels, paw cups, grooming brushes, nail grinders) once the seal or hygiene wrap has been broken — except where the product is faulty, damaged, or not as described. Unopened items are always returnable within the 30-day window.

How to start a return

Email hello@fluffycoat.com with your order number, the items you want to return, and the reason. We'll respond within one business day with the correct return address for your region (UK, EU, US or AU). Please do not ship anything back before receiving instructions.

Return shipping

Customers cover the cost of return shipping unless the return is due to a fault on our side. We recommend a tracked service — we can't process a refund for a return that doesn't arrive.

Faulty or incorrect items

If the product arrived damaged, faulty, or wasn't what you ordered, email us within 7 days of delivery with photos. We'll arrange a free replacement or full refund (including return shipping).

Refund processing

Once we receive and inspect your return, we issue refunds to the original payment method within 5 business days. Bank processing times may add another 3–10 business days depending on your card and region.

Charity contributions and refunds

When an order is fully refunded, the corresponding charity contribution allocation is reversed. If a charity contribution has already been transferred for that order, we adjust the next contribution by the equivalent amount rather than recalling the funds — this is reflected in the public charity tracker.

Cancellations

Email us as soon as possible after placing your order — we can usually cancel before the order is packed. Once an order is dispatched, please treat it as a return.