Refund policy

Statutory Right of Withdrawal

Our statutory return period is 14 days from the date you receive your order. Unfortunately, after this 14-day period has expired, we are unable to offer a refund or exchange.

To be eligible for a return, the item must be unused, unopened, and in the same condition that you received it. It must also be returned in its original packaging.

The statutory right of withdrawal does not apply to opened bottles, as FluffySmile is a hygiene-sensitive consumable product (Section 312g (2) No. 3 German Civil Code – BGB).

The following items are excluded from returns and exchanges:

  • Gift cards
  • Opened or used products
  • Items not in their original condition
  • Products that have been damaged after delivery

To process your return, we require a receipt or proof of purchase.

Our Voluntary 30-Day Return Policy

In addition to your statutory right of withdrawal, we offer a voluntary 30-day return policy.

Unopened products may be returned within 30 days of delivery for a refund, provided they are returned in their original, sealed condition.

For hygiene and consumer safety reasons, opened products cannot be returned, refunded, or exchanged under any circumstances.

Conditions of the 30-Day Return Policy:

  • Only unopened and unused products are eligible.
  • Products must be returned in their original packaging.
  • The return request must be submitted within 30 days of delivery.
  • Returns without prior authorization will not be accepted.
  • Opened products are excluded from this policy due to hygiene regulations.
  • Digital refusal of delivery through the shipping provider is not accepted, as a return authorization and return label must be issued prior to any return shipment.

Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Late or Missing Refunds

If you have not yet received your refund:

  • First, check your bank account again.
  • Contact your credit card company, as it may take several days before the refund is officially posted.
  • Then contact your bank, as processing times can vary.

If you have completed all of these steps and still have not received your refund, please contact us at support@fluffysmile.de.

Exchanges

We only replace items that arrive defective or damaged.

Please contact us by email at support@fluffysmile.de before returning the item.

Shipping Costs & Return Processing Fee

Customers are responsible for all return shipping costs. Shipping costs are non-refundable.

In addition, a €5 processing fee will be charged for each return and will automatically be deducted from the refund amount.

For returns valued at more than €75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return otherwise.

Disclaimer

FluffySmile is not a veterinary medication and is not intended to replace professional veterinary treatment.

This product has not been developed to diagnose, treat, cure, or prevent any disease.

FluffySmile shall not be held liable for any damages resulting from improper use, failure to follow the recommended dosage instructions, or use in animals with known allergies or pre-existing medical conditions.

If your pet has any health concerns, please consult a veterinarian before using this product.