Refund policy
This Return Policy outlines your rights and the procedures for returns and refunds for products purchased through the FunnyFuzzy official website or mobile application. If you have any questions, please contact our customer support team at support@eur.funnyfuzzy.com
1. Conditions for Return Requests
1.1 Returns for Non-Conforming Products
If the product you receive falls under any of the circumstances listed below, you may submit a return request in accordance with the EU Consumer Rights Directive and applicable laws, within the statutory warranty period.
A product may be considered non-conforming if any of the following applies and is verified by us:
1. The product significantly differs from the description provided by the seller.
2. The product clearly does not possess the quality or characteristics stated in advertisements or on its label.
3. The product cannot fulfill a specific purpose that you clearly communicated to the seller before purchase.
4. The product has manufacturing defects, faults, or improper assembly.
5. The product was damaged during transportation.
After receiving your return request, we will respond within 2 business days and complete the review within 3 business days after our response.
· If the product is confirmed to be non-conforming, we will send you a return confirmation email on the day the review is completed, including return instructions.
· If the evidence provided is insufficient, we will contact you via email and request additional documentation. Once the required materials are received, the review process will restart and be completed within 3 business days, after which a return confirmation email will be sent.
Please return the product within 14 calendar days after receiving the return confirmation email.
If the product has the above quality issues, you may submit a return request within the statutory warranty period.
1.2 Returns for Non-Defective Products
Under the EU Consumer Rights Directive, consumers have a 14-day statutory right of withdrawal.
If you request a return for reasons such as personal preference, incorrect size, or dissatisfaction with style (rather than a product defect), the following conditions must be met:
(1) Request Timeframe
A return request must be submitted within 14 days from the date you receive the product.
After receiving your request:
· We will respond within 2 business days
· The review will be completed within 3 business days
If approved, a return confirmation email with detailed return instructions will be sent.
(2) Return Shipping Timeframe
The item must be returned within 14 days after receiving the return instructions.
(3) Product Condition
The product must remain:
· unused
· in its original condition
· free from scratches, stains, or odors
· suitable for resale
(4) Packaging and Accessories
All original accessories, manuals, labels, and promotional gifts must be returned intact.
Minor packaging wear within a reasonable range will not affect eligibility.
Please note:
For change-of-mind returns, the original shipping cost from the order is non-refundable, and return shipping costs must be borne by the customer.
You may use the return label provided by us or arrange your own shipping.
1.3 Situations Not Covered by Warranty or Returns
The following situations are not considered product quality issues and are not covered under EU statutory consumer protection:
(1) Pet-Related Damage
Damage caused by pets, including but not limited to:
· chewing
· scratching
· tearing
· stepping on the product
This includes surface scratches, paint peeling, material cracking, structural damage, holes, stains, and deformation.
(2) Normal Wear and Tear
Natural wear resulting from normal use over time, including:
· reduced surface gloss
· fading or yellowing
· minor abrasion
· texture fading
· aging or stickiness of rubber parts
· slight yellowing of plastic components
(3) Damage Caused by Improper Use
Damage caused by improper operation, modification, improper cleaning, or intentional damage.
(4) Legally Exempt Products
Products excluded from withdrawal rights under EU law, including:
· customized or personalized products
· sealed goods that have been opened and are not suitable for return for hygiene or health reasons (such as certain close-contact pet accessories)
· perishable or fragile goods
(5) Depreciation Due to Excessive Handling
Customers may inspect the product only to the extent necessary to determine its nature, characteristics, and functioning.
If unnecessary use or testing causes a reduction in value, we reserve the right to deduct the corresponding depreciation from the refund amount.
2. Return and Refund Rules
2.1 Return Authorization Requirement
To initiate a return request, please contact our customer service team at:
support@eur.funnyfuzzy.com
We will verify the return reason within 5 business days after receiving your request and provide a designated return address and detailed return instructions.
Important notice:
To avoid package loss, misdelivery, or processing delays, please obtain return authorization from our customer service team before sending any item back.
Returns sent without prior authorization may result in delays, and any risks related to loss, damage, or misdelivery during shipping will be borne by the customer to the extent permitted by law.
2.2 Return Eligibility Verification
Non-Conforming Product Returns
You must provide:
1. Clear photos or videos showing the product defect
2. Valid proof of purchase (such as an order confirmation email or order number)
Non-Defective Product Returns
For non-defective returns, eligibility will be assessed based on:
· unused condition
· intact original packaging
· complete accessories
All items from the original order must be returned, including any promotional gifts.
If the returned product shows obvious damage, scratches, missing accessories, or severely damaged packaging that affects resale, we reserve the right to reject the return request.
If agreed upon, we may also deduct repair or material loss costs and issue a partial refund.
If you request an exchange:
· We will prioritize replacing the product with the same model and specifications.
· If the product is out of stock, we may offer a similar product of equal value, or you may choose a refund.
2.3 Return Warehouse Information
To improve processing efficiency and ensure a better after-sales experience, we operate multiple warehouses worldwide.
United States Warehouse
1822 Belcroft Ave
South El Monte, CA 91733
USA
United Kingdom Warehouse
JL Fashion Express Ltd
Thorncliffe Business Estate
Newton Chambers Rd
Chapeltown
Sheffield, South Yorkshire S35 2PH
United Kingdom
For customers in the European region, returns will generally be directed to the UK return warehouse, subject to confirmation by our customer service team.
Recommended shipping carriers include DPD, GLS, or local postal services.
Estimated shipping cost reference (actual rates depend on the carrier):
· France / Germany → UK warehouse: approx. €3–€5 (0–5 kg)
· Italy / Spain → UK warehouse: approx. €5–€8 (0–5 kg)
· Poland / Netherlands → UK warehouse: approx. €4–€6 (0–5 kg)
2.4 Inspection and Processing
Once the returned package arrives at our warehouse, we will complete the product inspection within 5 business days.
You will receive an email notification with the inspection result on the same day the inspection is completed, including detailed reasons for approval or rejection.
If approved, the refund process will begin on the next business day.
3. Refund Process and Timeframe
After approval, the refund process will begin on the next business day, and the refund will be completed within 14 calendar days.
Refunds will be issued to the original payment method used for the purchase.
The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
If the refund does not appear after the usual processing period, please check with your payment provider or contact us for assistance.
4. Shipping and Return Cost Rules
|
Return Reason |
Return Shipping Responsibility |
Notes |
|
Non-conforming product |
FunnyFuzzy |
Valid shipping receipt required for reimbursement |
|
Non-defective product |
Customer |
Customer bears all return shipping costs |
For non-conforming product returns:
· We recommend using DPD, GLS, or local postal services.
· Reasonable standard shipping costs will be reimbursed based on valid shipping receipts.
· Express or premium shipping services should not be used without our prior approval.
5. Shipping Risk for High-Value Products
Until the returned product is successfully received and verified by our warehouse, all risks of loss or damage during transit remain the responsibility of the sender.
We strongly recommend using fully trackable shipping services and purchasing shipping insurance when necessary.
6. Legal Rights and Additional Information
This policy applies only to products purchased directly through FunnyFuzzy official channels.
If the product was purchased through a third-party distributor, retail store, or another e-commerce platform, please contact the original seller for after-sales service.
Return requests, verification, and refund processing are handled during EU business days (Monday to Friday, excluding public holidays).
If you do not receive a response within 2 business days, please check your spam or junk mail folder before contacting us again.
This policy serves as a supplement to the FunnyFuzzy Terms of Use and has the same legal effect.
Any matters not covered by this policy shall be governed by the EU Consumer Rights Directive, relevant laws of EU Member States, and the Terms of Use.
7. Business Entity Information
Company Name
FUNNYFUZZY HK TECH LIMITED
Address
FLAT/RM A 12/F ZJ 300
300 Lockhart Road
Wan Chai
Hong Kong
(Please note: This address is NOT a return address.)
For any questions, please contact us at:
support@eur.funnyfuzzy.com