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.

💳 When you order, nothing is charged at checkout — we save your card and charge the full price only when your Fluffi enters production, never without emailing you first. You can cancel any time before then and you are never charged. See Section 1.

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

1.Ordering your Fluffi

Every Fluffi is made to order as part of a limited first production run. When you place an order:

We charge nothing at checkout. Placing your order saves your card and holds your place in the run — no money moves that day.
Your full configured price, including shipping, is charged only when your Fluffi enters production. We will always email you before charging it.
To make that later charge possible, your card is securely stored by our payment processor, Stripe. We never see or hold your full card number.
You can cancel your order on request at any time before we start production — email hello@fluffipets.com and your card is simply never charged. No reason needed.

Because we're still finalising manufacturing for this first run, we do not promise a specific ship date. We'll keep you updated by email as timings firm up, and you can cancel at any point before production starts.

1b.Made to order

Each Fluffi is handcrafted specifically for you — we don't hold stock. Because every piece is personalised, once you have been charged and your Fluffi is in production we can't offer change-of-mind cancellations or returns. Before that point, see the cancellation terms above.

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. At checkout you approve your preview as the design we build to, and that approved preview is the reference for your order.

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 materially deviates from the design you approved at checkout, beyond the normal handmade variation described in Section 2.

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 in US dollars. We save your card when you order and charge the full amount only when your Fluffi enters production — we'll email you before we do. Nothing is charged at checkout. Your total depends on the size and material you choose, and shipping is $5.90 to every destination we serve.

The price you order at is the price you pay. We record your full total when you place your order, and that recorded total is what the later charge is calculated from. If we change our prices afterwards — up or down — your existing order is unaffected.

We are producing a limited first run and are still finalising manufacturing, so we do not commit to a delivery date. We will communicate timings by email as they become firm, and always before we charge you. 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.

Questions? We're real people and happy to help — email hello@fluffipets.com and a human will answer.