Return Policy
Return Eligibility
Our return policy allows eligible returns within 90 calendar days from the date your order is delivered. If more than 90 days have passed since delivery, we regret that we cannot offer a refund or exchange.
To be eligible for a return:
- Items must be unopened, unused, and in their original packaging.
- Proof of purchase (order number, receipt, or confirmation email) is required.
- Return requests must be submitted within 90 calendar days after delivery via email to profluffyservice@outlook.com
Non-Returnable Items
For safety and hygiene reasons, opened or partially consumed pet supplements, chews, and treats cannot be returned or exchanged.
Return Shipping Costs
- If the return is due to our error (wrong item, defective product, shipping damage), we will issue a full refund including return shipping fees.
- If the return is due to the customer's request (changed mind, ordered the wrong product/size), the customer is responsible for return shipping costs.
- No restocking fees will be charged for eligible returns.
Product Condition Requirements
Most items must be returned in their original, unopened packaging. Defective or damaged items will be reviewed on a case-by-case basis. Products that are opened, altered, or damaged due to customer handling, misuse, or improper storage may not be eligible for return. Returns are only accepted for products purchased directly from the ProFluffyBio official store.
Return Process
1. Contact our support team at profluffyservice@outlook.com with your order number and a brief description of the problem.
2. Please provide photos or videos showing the product condition or any issue with your order.
3. Once your request is approved, we will send you detailed return instructions. Please do not send items back without prior approval, as unauthorized returns will not be accepted.
4. After shipping the item back, please provide us with the tracking number.
5. Once we receive and inspect your return, we will notify you by email whether your refund has been approved.
Refunds will be processed to your original payment method within 3–7 business days after your return has been approved.
Return Mailing Address
If you have any questions about our return or refund policy, please reach out to us at profluffyservice@outlook.com