Refund policy
Return & Refund Policy
To protect your legal rights and regulate the return and refund process, this policy applies to after-sales requests for products purchased through the official FunnyFuzzy website or APP. If you have any questions, please contact us at:
Customer Service Email: support@eur.funnyfuzzy.com
1. Return Eligibility
1.1 Non-conforming Products (Defective or Incorrect Items)
If the product you received meets any of the following conditions, you may request a return under the EU Consumer Rights Directive and applicable legal warranty rights, subject to verification:
1. The product materially differs from its description;
2. The product does not possess the qualities or features stated in advertising or labeling;
3. The product is not suitable for a specific purpose you clearly informed the seller of;
4. The product has manufacturing defects, damage, or assembly issues;
5. Product quality issues caused during transportation.
We will respond to your return request within 2 working days, and complete review within 3 working days after response.
· If confirmed as a non-conforming product, a return confirmation email will be sent on the same day of approval, with instructions for return.
· If evidence is insufficient, we will contact you by email for additional documents. After receiving complete information, we will restart the review process and complete it within 3 working days, followed by a return confirmation email.
You must return the goods within 14 calendar days after receiving the return confirmation email.
1.2 Returns for Non-Defective Products (14-Day Withdrawal Right)
According to the EU Consumer Rights Directive, you are entitled to a 14-day statutory withdrawal right.
If you request a return due to personal preference, size issues, or style dissatisfaction, the following conditions must be met:
(1) Application Timeframe
You must submit a withdrawal request within 14 days of delivery, via the electronic withdrawal method described in Section 4 (effective immediately upon submission), or by email. We will respond within 2 working days and complete review within 3 working days (or up to 5 working days depending on case complexity).
Once approved, instructions will be sent within 3 working days.
(2) Return Shipping Time
You must return the product within 14 days after receiving return instructions/confirmation email.
(3) Product Condition
Items must be:
· New and unused
· No scratches, stains, or odors
· In original condition suitable for resale
(4) Packaging & Accessories
All original packaging, accessories, manuals, tags, and free gifts must be included. Minor packaging wear within reasonable limits is acceptable.
Note:
If the return is due to a change of mind:
· Original shipping fees are non-refundable
· Return shipping costs are borne by the customer
1.3 Non-Returnable Cases
The following situations are not considered product defects under EU consumer law:
(1) pet-related damage
Damage caused by chewing, scratching, biting, or trampling by pets, including scratches, coating peeling, cracks, holes, stains, deformation, etc.
(2) Natural wear and tear
Normal deterioration due to use, time, or environment, such as fading, yellowing, surface wear, texture softening, rubber aging, or stickiness.
(3) Human-induced damage
Damage caused by improper use, modification, incorrect cleaning, or intentional damage.
(4) Statutory exclusions
Custom-made products, hygiene-sealed goods that have been opened, and perishable items excluded under EU law.
(5) Depreciation liability
Customers are only allowed to inspect goods as necessary. Any unnecessary use causing depreciation beyond inspection scope may result in a deduction from refund.
2. Electronic Withdrawal Right (Statutory Right of Withdrawal)
According to EU Directive (EU) 2023/2673, you may exercise your withdrawal right electronically:
1. Log into your FunnyFuzzy account and go to “Order Details”
2. Click the button “Withdraw from contract here”
3. System will display order details (name, order number, items, transaction time)
4. Confirm details and click “Confirm withdrawal”
5. A confirmation email with timestamp will be sent automatically and stored for at least 12 months
You may withdraw within the 14-day statutory period at any time without stating a reason and without incurring any withdrawal fees.
Partial withdrawal of items within the same order is supported.
3. Return & Refund Process
3.1 Pre-return Requirement
Please contact customer service before returning goods. We will provide return instructions and warehouse address within 5 working days after reviewing your request.
Unauthorized returns may result in delays or loss of responsibility within legal limits.
3.2 Inspection & Approval
Once the returned item arrives at our warehouse:
· Inspection will be completed within 5 working days
· Result email will be sent on the same day
If approved, refund processing starts the next business day.
3.3 Refund Timeline
Refunds will be completed within 14 calendar days after approval, depending on your payment provider.
4. Shipping & Return Costs
|
Reason |
Return Shipping Cost |
|
Defective / Non-conforming product |
Covered by us (with valid proof) |
|
Change of mind |
Borne by customer |
For defective cases, we reimburse reasonable standard shipping costs (e.g., DPD/GLS/local postal services) upon valid proof.
5. Return Address
We operate multiple warehouses:
· USA: 1822 Belcroft Ave, South El Monte, CA 91733
· UK: JL Fashion Express Ltd, Thorncliffe Business Estate, Sheffield S35 2PH
EU returns are usually processed via the UK warehouse.
6. Important Notice
· All shipments must be trackable
· Customers bear risk until warehouse receipt
· Insurance is recommended for high-value returns
· Unauthorized shipping methods may not be reimbursed
7. Legal Rights
This policy supplements the FunnyFuzzy Terms of Service and is legally binding.
All matters not covered are governed by EU Consumer Rights Directive and applicable national laws.
8. Company Information
FUNNYFUZZY HK TECH LIMITED
Flat/RM A, 12/F ZJ 300, 300 Lockhart Road, Wan Chai, Hong Kong
(Note: this is NOT a return address)
Customer service: support@eur.funnyfuzzy.com