Refund policy
Return & Refund Policy
At Fluffy, your comfort comes first, and that includes how we handle any issue with your order. Because our products are personal hygiene items, we can't accept returns for change of mind. But if something isn't right with what you received, we'll make it right.
This policy applies to orders placed on fluffywellness.com.my. Orders from Shopee, Lazada, TikTok Shop or retail stores follow that platform's or store's own return process.
1. When you can get a replacement or refund
You can request a replacement or a full refund if:
- You received the wrong item. This includes the wrong product, size (e.g. M-L instead of L-XL), scent or quantity.
- Your item arrived damaged. This includes torn or crushed packaging that affects the product, broken seals, or leaked or wet contents.
- Your item is defective. Examples: a pad with no adhesive, a heat patch or steam eye mask that doesn't warm up, or a manufacturing fault that stops the product working as it should.
- Part of your order is missing. This includes missing items or missing free gifts from a promotion.
- Your parcel never arrived. If it's marked delivered but you didn't receive it, contact us within 3 days of the delivery update so we can investigate with the courier.
Opened products: some faults only show up once you open the pack, and that's okay. If you find a defect after opening, stop using the product, keep the remaining items and the original packaging, and contact us with photos. We won't reject a genuine defect claim just because the pack was opened.
2. What we can't accept
For health and hygiene reasons, we can't accept returns, exchanges or refunds for:
- Change of mind. This includes no longer needing the item, ordering the wrong product or size yourself, or not liking the scent. Please check the size guide and product details before ordering.
- Products that have been used, except where the product itself was defective (see Section 1).
- Opened items with no defect.
- Requests made more than 7 days after delivery.
- Damage caused after delivery, such as improper storage (heat, humidity or direct sunlight) or not following the usage instructions.
- Items bought outside our website (see the start of this policy).
3. How to make a request
Contact us within 7 days of receiving your order by WhatsApp or email with:
- Your order number (e.g. #1001)
- Clear photos or a video showing the issue. For damaged parcels, include the outer box and shipping label. For unboxing issues, an unboxing video is very helpful.
- A short description of what went wrong
- Whether you'd prefer a replacement or a refund
💬 WhatsApp: +6011-11172828
✉️ Email: kireicaremy@gmail.com
We'll reply within 2–3 working days. In most cases you won't need to send anything back; photos are usually enough. If we need the item returned for inspection, we'll tell you how and cover the return shipping.
4. Replacements
Once your request is approved, we'll ship the replacement at no cost to you within 3–5 working days, anywhere in Peninsular Malaysia, Sabah, Sarawak or Labuan.
If the item is out of stock, we'll offer you a similar product of equal value or a full refund, whichever you prefer.
5. Refunds
Approved refunds are processed within 7 working days of approval, back to your original payment method. How long it takes to reach your account depends on your bank or payment provider:
| Payment method | Estimated time to reach you after we process it |
|---|---|
| FPX / online banking | 3–7 working days |
| E-wallets (Touch 'n Go, GrabPay, ShopeePay, etc.) | 3–7 working days |
| Credit / debit card | 7–14 working days |
| Buy Now Pay Later (Atome, etc.) | Follows the provider's own refund timeline |
- Full refunds include the product price and any shipping fee you paid for the affected items.
- Partial refunds apply when only some items in your order are affected. We refund those items and the proportion of shipping they account for.
- Promotions: if you bought under a deal such as "Buy 2 Get 1 Free" and one paid item is affected, the refund is based on the price you actually paid, not the original price.
- We may offer store credit as an alternative. It's always your choice; we'll never force store credit instead of a refund you're entitled to.
6. Order cancellations
- Before your order ships: WhatsApp or email us as soon as possible with your order number. If the order hasn't been packed yet, we'll cancel it and give you a full refund.
- After your order ships: we can't cancel it. If the problem is covered by Section 1, you can request a replacement or refund once it arrives.
- Failed deliveries: if the parcel is returned to us because of an incorrect address or repeated failed delivery attempts, we can re-ship it (a re-delivery fee applies; we'll confirm the amount with you) or refund the product value minus the original shipping fee. See our Shipping Policy for details.
7. Your rights
This policy does not affect your rights as a consumer under Malaysian law, including the Consumer Protection Act 1999. If there's ever a conflict between this policy and your statutory rights, your statutory rights apply.
8. Contact us
Not sure whether your issue qualifies? Just ask. We're happy to help.
Stratitude Sdn. Bhd. (Registration No. 202501038918 (1640327-D))
B-17-1 Northpoint Offices, Mid Valley City, 59200 Kuala Lumpur, Malaysia
💬 WhatsApp: +6011-11172828
✉️ Email: kireicaremy@gmail.com
📸 Instagram: @fluffywellness.my
🕒 Support hours: Monday–Friday, 9:00am–6:00pm (excluding Malaysian public holidays)