Refund policy

The 60-night Snuggle Guarantee

We want you to love your Pufloo. Try it at home for up to 60 nights from delivery. If it's not for you, return it for a refund or exchange it for a different size or print.

What can be returned

  • Items returned within 60 days of delivery
  • Items that are clean, undamaged and returned with all original tags or packaging where possible

For hygiene reasons, we can't accept returns of items that are visibly soiled, damaged by misuse, or have pet hair, stains or strong odours.

How to return or exchange

  1. Contact us with your order number and whether you'd like a refund or an exchange.
  2. We'll reply with the return address and instructions.
  3. Pack your item securely and send it back with a tracked service. Return shipping is paid by the customer unless the item is faulty or we sent the wrong item.

Refunds

Once we receive and check your return, refunds are processed to your original payment method within 5 business days. Your bank may take a further 3–10 business days to show the funds. Original shipping fees are non-refundable.

Exchanges

Exchanges ship free once we've received your return. If the new item costs more, we'll send you a link to pay the difference.

Faulty or incorrect items

If your item arrives damaged, faulty or isn't what you ordered, contact us within 7 days of delivery with your order number and a photo. We'll cover return shipping and send a replacement or refund. This is in addition to your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.