Refund Policy
Thank you for shopping at fluffhue. We provide a 30‑day return window starting from the date you receive your order.
Operating Company: Shaanxi Kangchen Junhui Trading Co., Ltd.
Company Address: Room 412, Unit 2, Building 6, Phase II, Airport-Oriented Industrial Park, Airport New City, Xixian New Area, Shaanxi Province (H1097)
Support Email: service@fluffhue.com
Contact Phone: 16646059063
Customer Service Working Hours: Monday to Friday: 9:00 AM-5:00 PM (GMT+8, China Standard Time)
Return Eligibility
To qualify for a return, items must be unused, unmodified and kept in original, resalable condition. Products must be returned with all original packaging, tags, labels and included accessories. Returns may be rejected if the original packaging is damaged or incomplete. You will need to supply your order number and proof of purchase (order‑confirmation email or order screenshot) to submit a return request.
Non‑Returnable Items
The following products cannot be returned: Custom‑made or personalised goods Hygiene‑sensitive items Clearance and final‑sale products Items damaged due to customer misuse, improper assembly or self‑modification
Return Address
You must contact our customer service team to obtain the latest designated return address before shipping your return parcel. Fixed return warehouse address (for reference only): Room 412, Unit 2, Building 6, Phase II, Airport-Oriented Industrial Park, Airport New City, Xixian New Area, Shaanxi Province (H1097) Please note: parcels sent without prior return authorisation will not be accepted, even if shipped to the fixed address above. Unauthorised parcels will be rejected and cannot be processed for refund or exchange.
How to Submit a Return or Exchange Request
Please contact our customer‑support email within the 30‑day return window after receiving your goods. Include your order number, clear photos of the product and packaging, plus a brief explanation of your return reason. Our team will review your submission and send you official return authorisation, including our designated return‑receiving address.
Do not send goods back without prior written approval. Unauthorised returns may not be accepted or processed. Repack your items securely following our instructions and ship them to the return address provided. Once we receive and inspect your returned parcel, we will inform you of the inspection outcome and proceed with your refund or exchange.
Return‑Shipping Fee Responsibility
Change‑of‑mind returns (customer‑initiated preference): You are responsible for all return‑shipping costs. The original outbound shipping fee is non‑refundable.
Defective items, damaged‑on‑arrival or incorrectly shipped orders (our‑side fault): fluffhue, operated by Shaanxi Kangchen Junhui Trading Co., Ltd., will cover eligible return‑shipping expenses. Photo evidence of the defect, damage or wrong‑item delivery will be required.
Refund Processing Timeline
After your returned item passes inspection and your refund is approved, payment will be credited back to your original payment method. Please allow 5‑10 business days for your financial institution to process and post the refund to your account. Processing delays from payment providers are beyond our control.
Order Cancellation
Orders may be cancelled for a full refund before dispatch or production is completed. Once your order has been shipped, cancellation is no longer available. You may initiate a return after receiving your package in accordance with this policy.