Refund policy

30-day returns

Changed your mind or need a different standard size? Contact hello@mindthefluff.co.uk to arrange a return or exchange within 30 days of delivery. For our extended 30-day change-of-mind policy, the item must be unused, unpersonalised and in a condition suitable for resale. Please include your order number.

You pay the return postage for an ordinary change-of-mind return. Please retain proof of posting. Return items to the address below.

Custom and personalised items

Products made to your measurements or clearly personalised cannot be returned or exchanged simply because you change your mind. This does not affect your rights if an item is faulty, not as described or supplied incorrectly. Choosing a standard size or a standard colour alone does not remove your cancellation rights.

Faulty or incorrect items

Please contact us if your order arrives faulty, damaged or incorrect so we can arrange the appropriate remedy. We cover reasonable return postage for faulty or incorrectly supplied items. The 30-day change-of-mind limit does not restrict your statutory rights.

Refunds and cancellation

Refunds are made to the original payment method. We process eligible refunds without undue delay and within 14 calendar days of receiving the returned goods or evidence that they were sent back, whichever is earlier.

For eligible online orders, you also have a statutory right to tell us you are cancelling within 14 days after delivery, followed by a further 14 days to send the goods back. You may inspect goods as you would in a shop; we may deduct any loss in value caused by handling beyond what is necessary. When you cancel the whole eligible order under this right, we refund the cost of our least expensive standard outbound delivery, but not the extra cost of an upgraded delivery service.

You can notify us by emailing hello@mindthefluff.co.uk with a clear statement that you wish to cancel. This policy does not affect your statutory rights.

Optional cancellation form

To: Klaudia Mrugala, Mind The Fluff, The Wolery, Main Road, BS39 5BH, United Kingdom; hello@mindthefluff.co.uk.
I give notice that I cancel my contract for the following goods: [goods].
Order number: [number]. Ordered on / received on: [date].
Customer name and address: [name and address].
Date: [date]. Signature: [only if sent on paper].