Terms & Refund Policy

Last updated: July 2026

💛 Every Fluffi is made by hand, one at a time, from the photos you send us. The preview you design and approve on our site is a lovingly-made artistic representation — a guide our makers work from. Your finished plushie is a unique handmade keepsake, so it won't be a pixel-perfect copy of the on-screen image. That handmade character is the whole point — but we want you to know it before you order.

These terms explain how ordering a custom Fluffipets ("Fluffi") plushie works, what to expect, and how refunds and remakes are handled. By placing an order you agree to them. Please read the preview section carefully.

1.Made to order

Each Fluffi is handcrafted specifically for you after you order — we don't hold stock. Because production begins soon after purchase and every piece is personalised, we can't offer change-of-mind cancellations or returns once we've started making your Fluffi. If you need to change or cancel an order, contact us as soon as possible and we'll help if production hasn't yet begun.

2.Your preview vs. your finished plushie

The image generated in our customizer is created with the help of AI and is an artistic concept to show the style, colours, and character of your Fluffi. It is not a photograph of the actual item you will receive. Because each plushie is sewn by hand from soft materials, there will be natural variation in proportions, exact colours, fur texture, facial placement, and fine detail between the preview and the finished product. This variation is normal and expected, and is part of what makes each Fluffi one of a kind.

3.Our Smile Guarantee — remakes & refunds

We stand behind our work. Our Smile Guarantee means that if any of the following happen, you can contact us within 30 days of delivery and we'll put it right with a free remake or a refund, at our discretion:

• Your Fluffi arrives damaged or faulty.
• We sent the wrong item or the wrong configuration (size, material, or options you didn't choose).
• Your Fluffi doesn't reasonably resemble the pet in the photos you provided.

The Smile Guarantee covers genuine problems like these. It does not cover the normal handmade variation from the on-screen preview described in Section 2, since a handmade item is never an exact copy of a digital image. If you're unsure whether your situation is covered, reach out — we'd always rather talk it through.

4.Your photos & permissions

By uploading photos to create a Fluffi, you confirm that:

• You own the photos or have permission to use them, and they don't infringe anyone else's rights.
• You grant Fluffipets a licence to use those photos to make your plushie, and to keep them on file for order support and remakes.
• We may use photos of the finished plushie (not your original pet photos) to promote our work, unless you ask us not to at hello@fluffipets.com.

5.How AI is used

We use AI to help generate the preview design from your photos. The preview is a starting point our human makers work from — the physical plushie is crafted by people, not printed or manufactured automatically. By ordering, you acknowledge that the preview is machine-generated and may not perfectly capture every detail.

6.Pricing, shipping & timelines

Prices are shown at checkout in US dollars and the full amount is charged when you order. Fluffis are handmade to order and typically ship in 4–6 weeks, with email updates and tracking along the way. Shipping times after dispatch vary by destination. Any customs duties or import taxes are the responsibility of the recipient.

7.Your statutory rights

Nothing in these terms affects your statutory consumer rights under the laws of your country. Where local law gives you rights that these terms cannot limit — for example rights relating to goods being as described or of satisfactory quality — those rights continue to apply in full.

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