Refund policy

Returns and refunds

If something isn't right, we want to fix it. You have 30 days from the day your order is delivered to request a return.

What can be returned

Items in unused, resalable condition, in their original packaging.
For hygiene reasons we can't accept grooming tools that have already been used on a pet, unless the item arrived damaged or defective, or was not what you ordered.

Damaged, defective, or wrong item

Email us within 30 days of delivery with your order number and a photo of the problem. If the item arrived damaged or defective, or isn't what you ordered, we will replace it or refund it in full, and you will not be asked to pay to send anything back.

How to start a return

Email us at thefloofshopco@gmail.com with your order number and what's wrong.
We'll reply with return instructions and an address. Please don't send anything back before you hear from us, because returns sent without instructions can't be matched to your order.
Once we receive the item we'll inspect it and email you the outcome.

Refunds

Approved refunds go back to your original payment method within 5 to 10 business days of us receiving the returned item. Depending on your bank or card issuer it can take a few more days to appear on your statement.

Shipping is free on every order, so there is no shipping charge to refund. For a change-of-mind return, the cost of sending the item back to us is yours. For a damaged, defective, or incorrect item, it is ours.

Cancelling an order

Email us as soon as possible. If the order has not been dispatched yet we can cancel it and refund you in full. Once it is on its way it has to be handled as a return.