Last updated 2 August 2026. We want every order to feel like a good fetch. If something is not right, you have 30 days from delivery to start a return.

Our 30 day window

You can request a return within 30 days of your order being delivered. Email support@fuzzyfiesta.com with your order number and a short note about why it is going back, and we will email you a prepaid return label with instructions.

What we can accept

Items need to be unused, in their original packaging and in resaleable condition. Toys, apparel, bowls, beds, leads and accessories are all returnable inside the window.

What we cannot accept

For hygiene and pet safety reasons we cannot take back opened food, treats or supplements, used grooming items, or anything personalised or made to order. Gift cards and items marked final sale are not returnable. None of this affects your rights if an item arrives faulty.

Damaged, faulty or wrong items

If your order turns up damaged, faulty or simply is not what you ordered, email us within 30 days of delivery with your order number and a photo. We will send a replacement or refund you in full including shipping, and you will not be asked to pay return postage.

Who pays return shipping

Returns are free, whether something arrived wrong or you simply changed your mind. Email us within 30 days and we will send you a prepaid return label, so you never pay to send an item back. In some cases we will refund you and tell you to keep the item.

How refunds are paid

Once your return reaches us we check it and approve or decline within 3 business days. Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank or card issuer.

Exchanges

The quickest way to swap something is to return the original for a refund and place a new order, so you do not lose your place in the queue while the return is in transit.

Cancelling an order

Orders can be cancelled for a full refund any time before they are dispatched, which is usually within the first few hours. Email us as soon as you can. Once a parcel has left the warehouse it has to be handled as a return.

Late or missing refunds

If more than 10 business days have passed since we confirmed your refund and it still has not landed, check with your bank first, then email support@fuzzyfiesta.com and we will chase it for you.

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