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 consumable product (Section 312g (2) No. 3 German Civil Code – BGB).
The following items are also excluded from returns and exchanges:
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Gift cards
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Opened or used products
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Items not in their original condition or that have been damaged
To process your return, we require a receipt or proof of purchase.
Our Voluntary 30-Day Satisfaction Guarantee
We believe in FluffySmile, which is why we offer a voluntary 30-day satisfaction guarantee in addition to your statutory right of withdrawal.
If, after at least 14 days of regular use, you do not notice any improvement in your dog's breath, dental health, or overall well-being, we will refund the full purchase price.
Conditions of the Satisfaction Guarantee:
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Valid only for the first order per household.
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The product must have been used for at least 14 days in accordance with the recommended dosage instructions.
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The customer must contact us via email at support@fluffysmile.de with a brief description of the issue and a photo of the bottle showing the current fill level.
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Returns without prior contact will not be accepted.
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The guarantee does not apply in cases of obvious misuse or failure to follow the usage instructions.
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Discounted items are excluded from the guarantee.
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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 reviewed your request, 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:
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First, check your bank account again.
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Contact your credit card company, as it may take several days before the refund is officially posted.
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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.