Refund policy
Because all of our rugs are custom-made and created specifically for you, we generally do not accept returns or refunds for change of mind.
However, your satisfaction is very important to us, and we’re always here to help if something goes wrong.
Custom Orders
Each rug is made to order using your pet’s photo and approved design.
For this reason:
- Orders cannot be cancelled once production has started
- Returns or refunds are not accepted for design preferences or changes of mind
Please make sure to carefully review and approve your design preview before production begins.
Damaged or Defective Items
If your rug arrives damaged or defective, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, include:
- Your order number
- Clear photos (and, if possible, a short video) showing the issue
Once reviewed, we will offer an appropriate solution, which may include:
- A replacement rug
- A partial or full refund
Incorrect or Missing Items
If you receive the wrong item or something is missing from your order, please contact us as soon as possible at:
hello@fluffsome.com
We will make it right.
Shipping Delays
Delivery times are estimates and not guaranteed.
Refunds are not issued for shipping delays once an order has been shipped, as delays may occur due to carriers, customs, or other factors beyond our control.
How to Contact Us
If you have any questions about returns or refunds, please reach out to us at:
hello@fluffsome.com
We aim to respond within 24 hours (Monday–Friday).