Retours et remboursements
RETURNS:
We really hope you like your purchase from FluffyHeart. And we gladly accept returns within 14 days of receipt for items in new condition.
Return Conditions
- For a return to be eligible for a refund please ensure you provide proof of shipping for your return within 14 days of the original purchase of your item.
- We kindly ask that you return your item to us in good condition with no signs of visible damage. Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if the product has been used and/ or there are any signs of wear or if parts are missing.
- We do not accept returned items that have been sent back without proper returns requests.
- Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-FluffyHeart
- When returning items, customers must use a shipping method that has to track them. Returns with no tracking will not be processed.
- Note: The original shipping fee is non-refundable unless the products are misdescribed or defective. ( This happens when the product is incorrect, damaged by the carrier, or defective in another way. ) And wedon't charge any new fees (handling fee) when you issue a refund.
- For custom-made products, 50% of the order amount is considered a non-refundable deposit for the customization.
Step 1: Provide the following information via email at service@myfluffyheart.com:
- Order number
- Item(s) to be returned
- Reason for the return
- Pictures of products received
Step 2: You will receive an email with the return instructions and a return shipping label with the return address within 2 business days of your request.
Step 3: Please pack the return shipping label together with the item(s) in the original FluffyHeart packaging in the parcel. Or repackage your item(s) but if you no longer have the packaging, please make sure that it is wrapped and packaged as securely as possible.
Step 4: Please send the item you wish to return to the address on the return shipping label within 5 days.
Please note that the customer should bear the shipping cost for returning the item to FluffyHeart unless the products are misdescribed or defective ( This happens when the product is incorrect, damaged by the carrier, or defective in another way. ), and be responsible for the safety of the delivery. And we don't charge any new fees (handling fee) when you issue a refund.
Step 5: Upon receipt of the return and confirmation of its original condition, we will promptly process your refund to the original payment method within 2 business days.
Step 6: You will be notified by email when we received your return and also after the refund has been processed.
Please note that the actual time for the refund to be shown in your account of the same credit card used for placing the order will be depending on your card issuing bank. Please contact your bank directly for further details.
REFUNDS:
- Where is my refund?
In most cases, your refunds will be processed to the original payment method.
Note: The original shipping fee and shipping cost for returning are non-refundable unless the products are faulty or misdescribed. ( This happens when the product is incorrect, damaged by the carrier, or defective in another way. ) And we don't charge any new fees (handling fee) when you issue a refund.
- When will I receive my Refund?
Upon receipt of the return and confirmation of its original condition, we will promptly process your refund to the original payment method within 2 business days.
Please expect up to 7 days for the refund to hit your bank account.
Like always, we stand on the side of over-communicating when it comes to the important things so we will send you an email once your return package is in transit and your refund is on the way to your bank account. If you haven't received an email from us within 10 days please contact us.
- I haven’t received my refund.
If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.
If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@myfluffyheart.com.
EXCHANGES:
Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return for the previous order. Upon receipt of the return and confirmation of its original condition, we will promptly process your refund to the original payment method within 2 business days. Please expect up to 7 days for the refund to hit your bank account.
CANCELLATIONS:
If you want to cancel the order, please contact us immediately and we check the status of the package. Then we can cancel your order and process your refund within a business day before the package is shipped.
But we cannot cancel the order once the package is in transit. In this case, please reject the package and we will refund you once we check that the package is in the return state.
ONLINE PRICE GUARANTEE:
If you find a current lower price within 7 days of your www.myfluffyheart.com purchase, please contact service@myfluffyheart.com and we will adjust your payment to the lower price. (The item must be the identical item, brand name, size, weight, color, quantity and model number.)
INCORRECT ADDRESS：
As it is the buyer’s responsibility to provide the correct address when placing an order, it is also our responsibility to ship to the address provided to us. Please make sure to input the correct shipping address when placing your order.
When you realize that you have written the wrong address, please do not hesitate to contact us and we will try our best to help you solve the problem. But even if you notify us about the incorrect address before your order has been fulfilled, please understand it is difficult to guarantee we will be able to modify your order in time.
Unfortunately, if a package is delivered to the wrong address due to a mistake on your end, it would be difficult to offer you a refund or replacement. If you have access to the location or are able to contact the current resident, we suggest reaching out to them in regards to your package. You can also try submitting a missing mail request to tracking company and see if you can have it returned to you.
Please contact us through service@myfluffyheart.com if you have any questions, we will more than happy to offer help.