Terms & Conditions
The contract terms for using this website and buying from Fluffy Friends. Last updated 14 August 2026.
These terms apply when you use this website and when you buy from Fluffy Friends as a consumer in the United Kingdom. They are written as at 14 August 2026.
They should be read with our Delivery & Returns page and our Privacy Policy. Those pages form part of the contract for orders placed on this site. If a marketing line on the site is more generous than these terms, we will honour the marketing line as well as your legal rights.
Nothing in these terms takes away your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other UK consumer law that cannot be excluded. A term that tries to do that is not binding on you.
1. Who we are
We trade as Fluffy Friends (also shown as FluffyFriends Pets). This is an online-only shop. We do not have a public store or a walk-in counter.
- Email: hello@fluffyfriendspets.co.uk
- Contact form: Contact us
- Hours: Monday to Saturday, 9am to 6pm UK time
Email is the best way to reach us. We accept cancellations, complaints and other formal notices by email. Keep a copy of what you send. The time you send it is what counts for legal deadlines.
These terms apply to this website, including fluffylucyfriends.myshopify.com and any custom domain that points to this store. They do not govern purchases you make on eBay or TikTok Shop. Those sales follow the platform’s checkout terms. If you email us about a marketplace order we will still help where we can.
2. Who may use the shop
You must be 18 or over to place an order. By ordering you confirm that you are 18 or over and that you are buying as a consumer for private use, not as a business, unless we agree otherwise in writing.
The site is aimed at customers in the United Kingdom. We deliver to UK addresses as set out on the Delivery & Returns page.
3. How a contract is made
Putting a product in the cart and clicking to pay is your offer to buy those goods at the price and delivery charge shown at checkout.
We accept that offer when we send a dispatch confirmation email (the message that says the goods have been sent, or the first such message if the order ships in more than one parcel). Until then:
- you may withdraw the order by emailing us;
- we may decline the order (for example if payment fails, we cannot verify the order, the item is unavailable, or the price was an obvious error).
If we decline after you have paid, we will refund you in full without undue delay, using the same payment method where we can.
An automatic “order received” or payment-received email is an acknowledgement, not acceptance, unless it also confirms dispatch.
If items in one order ship separately, each dispatch confirmation accepts the contract for the goods named in that email. Cooling-off timing for a mixed delivery is explained on the Delivery & Returns page.
4. Products and descriptions
We sell pet products. Listings, photos and measurements are given in good faith. Colours can look different on different screens. Sizes and weights are approximate unless we say they are exact.
Goods must be as described, of satisfactory quality and fit for the purpose we stated, as the Consumer Rights Act 2015 requires. If they are not, your remedies are on the Delivery & Returns page and in that Act. We do not sell goods “as seen” in a way that removes those rights.
Some items are packed by a supplier (dropship). We remain the seller. Your contract is with us, not only with the warehouse that packed the parcel.
Stock can change. If we cannot supply an item after you have paid, we will tell you and refund that item (and any delivery you paid only for that item).
5. Pet products — important limits
Our listings are for general retail information. They are not veterinary advice. If your pet has a health condition, is pregnant, very young or very old, check with a vet before use. Always follow the on-pack instructions, warnings and age or weight guides.
You are responsible for choosing a product that is suitable for your animal and for using it safely (for example supervising chew toys, using harnesses as directed, keeping chemicals and small parts away from children and from pets that might swallow them).
If a product is faulty or not as described, that is our responsibility under the Consumer Rights Act 2015. Harm caused only because a product was used against its instructions, or for a purpose we did not indicate, is not something these terms ask you to ignore if the law still gives you a claim — but we can take misuse into account when looking at a fault claim, as the Act allows.
6. Prices and payment
Prices are in pounds sterling (GBP). The amount shown at checkout — goods plus delivery — is the full price you pay for that order.
We may change prices on the site at any time. The price that binds the contract is the price shown at checkout when you offer to buy, except where that price is an obvious error (for example £1.00 instead of £100). If we spot an obvious error before dispatch we will not accept the order; we will tell you and refund you if you have already paid. We will not insist you pay a higher price after you have ordered.
Payment is taken at checkout through Shopify Payments and any other method we enable (for example PayPal, Apple Pay or Klarna). We do not store full card numbers on our own systems. If you choose Klarna or a similar credit or pay-later option, that credit agreement is with that provider, not with us. Their terms apply to the credit. Your contract for the goods is still with us.
If payment is reversed, charged back or does not complete, we may suspend dispatch or treat the order as cancelled and ask for the goods back if they have already been sent.
7. Delivery, cancellation and returns
Delivery areas, charges, estimates, the 30-day legal delivery period, cooling-off, refunds and faulty-goods rights are set out on the Delivery & Returns page. That page is part of these terms.
In short, for most goods you have 14 days after delivery to cancel for any reason, then 14 days to send the goods back. We cover standard UK return postage for those cooling-off returns of eligible goods. Faulty, damaged or not-as-described goods have separate rights under the Consumer Rights Act 2015, including a 30-day short-term right to reject in most cases.
Because we are online-only, we will email a UK returns destination or a prepaid label when you cancel or report a problem. Wait for those instructions before posting goods back.
8. Your account
You do not have to create an account to buy. If you do, keep your login details secret and tell us if you think someone else has used them. You are responsible for orders placed through your account unless you have told us it was used without your permission and we can reasonably stop further use.
We may close or suspend an account if we reasonably believe it is being used for fraud, abuse of the site, or to break these terms. That does not cancel rights you already have on orders we have accepted.
9. Using the website
You may use this site to browse and buy. You must not:
- try to break or overload the site, or access other customers’ data;
- use the site to send spam or unlawful content;
- copy the site’s design, text or product photos to run a competing shop, beyond what copyright law already allows for private use or criticism.
We try to keep the site available, but we do not promise it will be uninterrupted or error-free. Planned or unexpected downtime does not cancel an order we have already accepted.
10. Intellectual property
The Fluffy Friends name, logo, site design and the text and photos we publish are owned by us or used under licence. You may not copy them for commercial use without permission. Product brand names on individual listings belong to their owners.
11. Events outside our control
If we cannot dispatch or deliver because of something beyond our reasonable control (for example a carrier-wide failure, a supplier shutdown, extreme weather, or a legal stop), we will tell you as soon as we can. We will not treat that as a reason to keep your money if we cannot deliver within the legal period. You may cancel and we will refund you. The 30-day delivery rule and your other statutory rights still apply.
12. Our responsibility if something goes wrong
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or of our failing to use reasonable care and skill, and we are responsible for the statutory remedies the law gives you for goods that do not conform to the contract.
We do not exclude or limit:
- liability for death or personal injury caused by our negligence;
- liability for fraud or fraudulent misrepresentation;
- your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013;
- any other liability that UK law says we cannot exclude.
We are not responsible for loss that is not foreseeable, for loss you suffer as a business (lost profit, business interruption or loss of business opportunity), or for a failure caused only by you (for example a wrong delivery address you entered, or a product used against its instructions where the goods themselves conformed).
If a term above is ever found too wide, it is to be read down so that it goes no further than the law allows. The rest of these terms still apply.
13. Privacy
How we use personal data is explained in the Privacy Policy and the Cookie Policy. Placing an order or creating an account is not consent to marketing email. Marketing needs a separate opt-in, as those pages say.
14. Changes to these terms
We may update these terms for future visits and future orders. The version that applies to an order is the version on this page when we accept that order (when we send the dispatch confirmation). We will not use a later version to take away rights you already have on an accepted order.
The date at the bottom is the date of the current version.
15. Other terms
If any part of these terms cannot be enforced, the rest remains in force.
You may not transfer your order to someone else without our agreement, except that a person you nominate may take delivery. We may transfer our rights and duties under an order if we reorganise how the shop is run, provided this does not reduce your rights.
A delay in enforcing a term is not a waiver of it.
These terms, the checkout details, the Delivery & Returns page and the product listing for the goods you bought are the contract for that order. They do not stop you relying on a statement we made that the law treats as part of the contract (including the main characteristics of the goods).
16. Complaints
If something is wrong, email hello@fluffyfriendspets.co.uk or use the contact form with your order number. We aim to reply within two working days during the hours in section 1.
You can also get free help from Citizens Advice or your local Trading Standards service. If we cannot resolve a dispute we will tell you whether we will use an alternative dispute resolution scheme.
17. Governing law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts. Mandatory consumer protections of the UK nation in which you live still apply.