Returns Eligibility:
    1.1. We accept returns for products purchased directly from our online store within 3 days from the date of delivery.
    1.2. To be eligible for a return, the product must be unused, in its original packaging, and in the same condition as when it  was received.
    1.3. Change of mind returns - The customer is responsible for return postage fees.      
   
    Refund Process:
    2.1. To initiate a return, please contact our customer service team at info@floof.au to obtain a Return Merchandise Authorization (RMA) number.  
    2.2. Include the RMA number on the return package, along with your name, invoice number, and contact information.
    2.3. Once we receive the returned item, we will inspect it and notify you of the status of your refund.
    2.4. If your return is approved, we will initiate a refund to your original method of payment within 3-5 business days.
   
    Refund Exceptions:
    3.1. We reserve the right to deny a refund or charge a restocking fee if the returned item is not in its original condition, or is damaged due to misuse.
    3.2. If you received a defective or damaged product, please contact us immediately to arrange for a replacement or refund.
    3.3. Shipping and handling fees are non-refundable unless the return is due to our error or is damaged/defective.

    Return Shipping:
    4.1. The customer is responsible for the return shipping costs, unless the return is due to our error or the item is damaged/defective.
    4.2. We recommend using a trackable shipping service,  as we cannot guarantee that we will receive your returned item.
   
    Exchanges:
    5.1. We do not offer direct exchanges. If you need a different product, please return the original item and place a new order on our website.