Returns, refunds & guarantees

Last updated: 6 September 2026. Fluffyloom is operated by ELIOT LITE SARL, 254 Rue Vendôme, CS 20015, 69003 Lyon, France. Contact: fluffyloomofficial@gmail.com or WhatsApp +86 176 0687 4897.

Standard items: 14-day returns

For non-personalised items, tell us within 14 days after delivery if you wish to return your order. No reason is required when exercising a statutory withdrawal right. You then have 14 days to send the goods back. Contact us for return instructions and keep proof of posting. Your timely withdrawal does not depend on prior approval.

You pay the direct return postage for a change of mind. Please pack items securely, with the original packaging where possible. You may inspect goods as you would in a shop; handling beyond what is needed to establish their nature, characteristics and functioning may result in a deduction for diminished value. Original packaging is not a condition for exercising statutory rights.

Personalised orders & cancellations

Goods made to your specifications or clearly personalised, such as an item bearing your chosen name, are excluded from the statutory change-of-mind withdrawal right. Selecting a standard colour or size alone does not make an item personalised. Please check spelling and personalisation details before ordering. Contact us promptly if you need a change or cancellation: once production has begun or the personalised item has shipped, we cannot accept change-of-mind cancellation or return. Your rights for faulty, incorrect or non-conforming goods remain unaffected.

Problems with your order

Contact us with your order number, a description of the problem and helpful photos. Please stop using a damaged item if it may be unsafe. We cover necessary return and replacement shipping for confirmed defects or errors on our part. A defect claim is not limited to the 14-day change-of-mind period.

Our additional lifetime quality guarantee for personalised products

Following our established custom-product service, we offer free design modifications if you are unhappy with a personalised design. For a confirmed manufacturing or quality defect in a personalised product, we will make and send a replacement at no cost, including shipping. This commercial guarantee has no fixed time limit and applies to personalised Fluffyloom products supplied by ELIOT LITE SARL wherever we deliver. It covers manufacturing and quality defects, not ordinary wear, accidental damage or misuse. Keep your order confirmation and contact the seller above to make a claim. This additional guarantee does not replace or restrict your statutory rights.

Statutory guarantees

For consumers entitled to French legal guarantees, the legal guarantee of conformity applies for two years from delivery. For new goods, defects appearing within that period are presumed to have existed on delivery, subject to the legal exceptions. You may request repair or replacement without charge; the legal rules determine when a price reduction or refund is available. Remedies must comply with the applicable statutory time limits. The guarantee against hidden defects also applies: an action must be brought within two years of discovering the defect, within the applicable legal limitation period. These rights also apply to personalised goods.

Refund timing & payment method

We normally inspect returns and communicate the outcome within 5 business days of receipt. For statutory withdrawal, we refund the order and the standard outbound delivery charge within 14 days of being informed, but may withhold repayment until we receive the goods or proof of return, whichever occurs first. Any premium delivery upgrade above standard delivery is excluded. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Banks commonly need a further 3–7 business days to display the credit; mandatory refund deadlines still apply. For gifts, the purchaser receives the refund unless another arrangement is expressly agreed.

Taxes or duties paid directly to a customs authority must normally be reclaimed from that authority. This does not affect amounts we are legally required to refund. If a refund is missing, check with your bank and then contact us.

Model withdrawal notice

To ELIOT LITE SARL, 254 Rue Vendôme, CS 20015, 69003 Lyon, France; fluffyloomofficial@gmail.com:
I/We hereby withdraw from the contract for the following goods: …
Order number: …
Ordered on / received on: …
Consumer name and address: …
Date: …
Signature (only if sent on paper): …

You may use this notice or any other clear statement of withdrawal. More information is available through our contact page.