Refund policy

At MsFluffy, we are committed to providing quality products and a transparent shopping experience. This policy has been prepared in accordance with Australian Consumer Law and explains your rights and our obligations.

1. Australian Consumer Law Guarantees

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

• has a major fault or defect that was not disclosed before purchase

• is significantly different from its description or images

• is not fit for its intended purpose

For minor issues, MsFluffy may repair the item within a reasonable timeframe or offer a replacement, in line with Australian Consumer Law requirements.

2. Made to Order Products

MsFluffy products are made to order, meaning each item is produced specifically for the customer once an order is confirmed.

As each item is made based on the customer’s selected size and colour, customers are responsible for ensuring all order details are correct before completing their purchase.

3. Order Changes and Cancellations

Orders are processed within 1 to 3 business days.

If you need to correct order details or request a cancellation, please contact us at info@msfluffy.com within 24 to 48 hours of placing your order.

Once an order has entered production, changes or cancellations are no longer possible, as the item is being made specifically for you.

4. Change of Mind

Change of mind returns are not eligible for a refund.

At our discretion, we may offer an exchange or store credit within 30 days of purchase, subject to availability, if:

• the item is unused and unworn

• the item is in original and resaleable condition

• proof of purchase is provided

Change of mind includes size preference where the product matches the size ordered.

Customers are responsible for return shipping costs for change of mind returns or exchanges.

5. Used or Worn Items

Items that have been worn, used, or show signs of wear, including outdoor use or sole wear, are not eligible for return, exchange, or refund, unless the item has a major fault under Australian Consumer Law.

6. Return Process

To initiate a return for an eligible issue, please contact us at info@msfluffy.com within 30 days of receiving your order.

Please include:

• your order number

• a description of the issue

• clear photos where applicable

Further instructions will be provided based on your request.

7. Return Shipping Costs

• Faulty or damaged items

MsFluffy will cover return shipping costs.

• Change of mind returns or exchanges

The customer is responsible for return shipping costs.

8. Refund Processing

Approved refunds will be processed to the original payment method within 5 to 10 business days after the returned item is received and inspected.

9. Contact Us

For further assistance, please contact us at info@msfluffy.com.

You may also refer to the Australian Competition and Consumer Commission website for more information about your consumer rights under Australian Consumer Law.

Important Note

Nothing in this policy limits your rights under Australian Consumer Law.