Refund policy

🐾 Customfloofs Return & Refund Policy

At Customfloofs, every product is made with love, care, and a touch of floofy magic. We want you (and your floof) to be completely happy with your order. If something isn’t right, we’ll make it right.

✅ Our Promise

  • 30-Day Return Window: You have 30 days from the day your order arrives to request a return.

  • Easy & Hassle-Free: Just email us at returns@customfloofs.com to start the process.

  • We Cover Mistakes: If your order arrives damaged, defective, or incorrect (including personalized products), we’ll replace or refund it at no cost to you.

📦 How to Qualify for a Return

  • Item must be unused, unworn, and in its original packaging.

  • Proof of purchase (order number or receipt) is required.

  • For custom/personalized items, we can only accept returns if:

    • There is a clear quality issue, or

    • The wrong item/design was shipped.

🔄 Exchanges

Need a different size or design? The fastest way is to place a new order after your return is accepted. For personalized items, exchanges are only available if there’s an error or quality issue on our side.

🌍 International Customers

  • EU Customers: You’re covered by the 14-day cooling-off period, which allows you to cancel or return items (non-personalized) within 14 days for any reason.

  • Same condition rules apply: items must be unused, unworn, with tags, and in original packaging.

💳 Refunds

  • Once we receive and inspect your return, we’ll notify you of the outcome.

  • Approved refunds are issued back to your original payment method within 10 business days.

  • If it’s been more than 15 business days since approval, email us at returns@customfloofs.com and we’ll help you track it down.

❌ Non-Returnable Items

  • Sale items & gift cards

  • Hazardous materials, flammable liquids, or gases (not that we sell these 😉)

✨ Our Competitive Edge: Unlike many stores, Customfloofs stands by its custom work. If your personalized product arrives with a problem, we’ll make it right — because your floof deserves nothing less.