TERMS AND CONDITIONS – FLUFFYPETT

Last updated: September 23, 2026

Welcome to FluffyPett. These Terms and Conditions apply to the use of our website and to orders placed through our online store.

We believe it is important that you clearly understand in advance what you can expect from us. Below you will find information about ordering, payment, shipping, returns, withdrawal, complaints, and your statutory rights as a consumer.

1. ACCESS AND ACCOUNT

By using our Services, you confirm that you are legally permitted under the laws of your country of residence to enter into an agreement.

To order products, you may be asked to provide information including your name, email address, delivery address, billing address, and payment details.

You are responsible for providing accurate, current, and complete information and for keeping any account details confidential.

2. PRODUCTS AND SERVICES

We make every effort to display product descriptions, images, colours, and other product information as accurately as possible.

The actual display of colours may vary slightly depending on the screen or device used.

Product prices, availability, and product information may be changed. Such changes will not affect orders for which an agreement has already been concluded.

Information relevant to the purchase will be made available to the customer before the order is placed.

3. ORDERS AND PAYMENT

When you place an order, you will receive an order confirmation by email.

Payments are processed using the payment methods available during checkout.

All consumer prices displayed on our website include VAT, unless otherwise stated.

Any shipping costs and other applicable charges will be clearly displayed before the order is completed.

Price changes will not affect agreements that have already been concluded.

4. SHIPPING AND DELIVERY

Orders are processed within 1–2 business days.

Our orders are shipped from China and delivered directly to the customer by our external fulfilment partner.

The estimated delivery time for the Netherlands and Belgium is 5–6 business days. For other available EU destinations, the estimated delivery time is 5–7 business days.

Once the order has been shipped, the customer will receive Track & Trace information by email.

The stated delivery times are estimated delivery times. In exceptional circumstances, for example due to delays during international transportation or high volumes experienced by carriers, delivery may take longer.

FluffyPett remains responsible for delivery until the consumer has received the product, subject to statutory exceptions.

For more information, please see our Shipping Policy.

5. RIGHT OF WITHDRAWAL

As a consumer making an online purchase, you generally have the right to withdraw from the agreement within 14 days after receiving the product without giving any reason, unless a statutory exception applies.

To exercise your right of withdrawal, you must clearly inform us within this period of your decision to withdraw from the agreement.

You can do this via our Withdraw Your Order page, by using the model withdrawal form, or by contacting us at support@fluffypett.com.

After notifying us of your withdrawal, you then have 14 days to return the product.

For more information, please see our Return Policy and the Withdraw Your Order page.

6. RETURNS AND DIMINISHED VALUE

If you exercise your right of withdrawal, you must handle the product received and its packaging with care.

You may unpack and use the product only to the extent necessary to establish the nature, characteristics, and functioning of the product, as you would reasonably be able to do in a physical store.

If the product is damaged or the packaging is damaged more than necessary to inspect the product, we may charge you for the resulting diminished value of the product.

Therefore, please handle the product with care and ensure that it is properly packaged when returned.

After notifying us of your withdrawal, you have 14 days to return the product.

The direct costs of returning the product are the responsibility of the customer, unless the product is damaged, defective, or incorrectly delivered.

Returns can be sent to:

FluffyPett
Gestelseweg 42
5216 VA 's-Hertogenbosch
The Netherlands

7. REFUNDS AFTER WITHDRAWAL

When you validly exercise your right of withdrawal, we will refund the amounts due as soon as possible and no later than 14 days after the day on which you notified us of your withdrawal.

If you withdraw from the entire order, we will also refund any standard delivery costs you paid.

The refund will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you.

FluffyPett may withhold the refund until we have received the product or until you provide evidence that you have returned the product, whichever occurs first.

8. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you have received a damaged, defective, or incorrect product, please contact us at support@fluffypett.com.

We will review the situation with you and, where applicable, provide an appropriate solution in accordance with applicable law.

Your statutory rights as a consumer remain fully applicable.

9. STATUTORY WARRANTY

Our products are covered by the statutory warranty.

This means that a product must meet what you, as a consumer, may reasonably expect from it.

If a product does not conform to the agreement, you can contact us at support@fluffypett.com.

10. INTELLECTUAL PROPERTY

All content on this website, including text, images, logos, trade names, and designs, is owned by FluffyPett or used with the permission of the relevant rights holder.

Protected material may not be copied, reproduced, distributed, or used commercially without permission, unless permitted by law.

11. LIABILITY AND STATUTORY RIGHTS

FluffyPett is responsible for the proper performance of the agreement in accordance with applicable Dutch law.

Nothing in these Terms and Conditions limits or excludes statutory consumer rights, including rights relating to conformity, statutory warranty, delivery, and withdrawal.

12. COMPLAINTS PROCEDURE

It is always possible that something may not go entirely as planned.

We recommend that you first submit any complaints to us by emailing support@fluffypett.com.

We will handle your complaint as quickly as possible and work with you to find an appropriate solution.

If this does not lead to a solution, you may submit your dispute for mediation through WebwinkelKeur:

WebwinkelKeur – Submit a Dispute

13. APPLICABLE LAW

These Terms and Conditions and agreements between FluffyPett and the consumer are governed by Dutch law.

This choice of law does not affect any mandatory consumer protection rights to which a consumer is entitled under applicable law.

Disputes may be submitted to the court having jurisdiction under applicable law.

14. CHANGES TO THESE TERMS AND CONDITIONS

We may amend these Terms and Conditions when necessary, for example due to changes in our services or applicable laws and regulations.

The most recent version will be published on our website.

For an order, the Terms and Conditions applicable at the time the agreement was concluded will apply.

15. CONTACT DETAILS

If you have any questions about these Terms and Conditions, your order, or your rights as a consumer, please contact us:

FluffyPett

Legal form: Sole Trader
Gestelseweg 42
5216 VA 's-Hertogenbosch
The Netherlands

Email: support@fluffypett.com
Phone: +31 85 212 7606 (WhatsApp)
Chamber of Commerce (KVK) number: 42165693
VAT number: NL005549224B29