Terms of service

Terms of Service

Last updated: 29 September 2026

Welcome to Fluffy! These Terms of Service ("Terms") apply whenever you visit, browse or buy from fluffywellness.com.my (the "Website"). The Website is operated by Stratitude Sdn. Bhd. (Registration No. 202501038918 (1640327-D)), B-17-1 Northpoint Offices, Mid Valley City, 59200 Kuala Lumpur, Malaysia ("Fluffy", "we", "us" or "our").

By using the Website or placing an order, you agree to these Terms, together with our Return & Refund Policy, Shipping Policy and Privacy Policy. Please read them carefully. If you don't agree, please don't use the Website.

1. Who can shop with us

  • You must be at least 18 years old to place an order, or have the consent of a parent or guardian who agrees to these Terms on your behalf.
  • You agree that the information you give us (name, address, phone number, email) is accurate and complete, and that you'll keep it up to date.
  • You are responsible for keeping your account login details secure and for all activity under your account.

2. About our products

  • Fluffy products are personal hygiene and wellness products for external use, including sanitary pads, panty liners, overnight panties, heat patches and steam eye masks.
  • Our products are not medicines and are not intended to diagnose, treat, cure or prevent any disease or medical condition. The wellness features we describe (such as the Wellness Patch) are intended to support comfort. Individual experiences may vary.
  • Always read the usage guide and packaging before use. Stop using a product immediately if you experience irritation, discomfort or an allergic reaction, and consult a doctor if symptoms continue.
  • If you are pregnant, have a medical condition, have sensitive skin or reduced sensation (for heat patches and steam eye masks), please check with a healthcare professional before use.
  • We do our best to show products accurately, but colours, packaging designs and images on screen may vary slightly from the actual product. Packaging may be updated from time to time without notice.

3. Prices and payment

  • All prices are in Malaysian Ringgit (RM). Shipping fees are shown separately at checkout.
  • We may change prices, promotions and product availability at any time. Price changes won't affect orders that have already been confirmed.
  • Pricing errors: if a product is listed at an obviously incorrect price because of a technical or typing error, we may cancel the order and give you a full refund, even after it has been confirmed. We'll contact you before doing so.
  • Payments are processed securely by our third-party payment providers, which may include FPX, e-wallets, cards and Buy Now Pay Later. We do not store your full card or banking details. Your use of a payment method is also subject to that provider's terms.

4. Orders

  • Placing an order is an offer to buy. An order confirmation email means we've received your order. The contract between us is formed when we ship your order and send the shipping confirmation.
  • We may refuse or cancel an order if the product is out of stock, we suspect fraud or unauthorised payment, the order appears to be for resale in commercial quantities, the delivery address can't be served, or there's a pricing or product-information error. If we cancel after you've paid, you'll receive a full refund.
  • We may limit the quantity of any product per customer or per order, especially during promotions.

5. Delivery

  • We deliver within Malaysia only, including Peninsular Malaysia, Sabah, Sarawak and Labuan.
  • Estimated delivery times are shown at checkout and in our Shipping Policy. They are estimates, not guarantees. Delays can happen because of couriers, public holidays, peak sale periods, weather or other events outside our control.
  • Risk in the products passes to you once they are delivered to the address you provided. Please make sure your address and phone number are correct. We're not responsible for delays or losses caused by incorrect details.

6. Returns, refunds and cancellations

Returns, refunds, replacements and cancellations are handled according to our Return & Refund Policy, which forms part of these Terms.

7. Promotions, discount codes and free gifts

  • Promotions, vouchers and discount codes are subject to their own conditions, such as validity period, minimum spend and eligible products. Unless stated otherwise, they can't be combined, exchanged for cash or applied to past orders.
  • Free gifts are subject to availability and may be replaced with an item of similar value.
  • We may withdraw or change a promotion at any time, and may cancel orders or reverse benefits where a promotion has been misused (for example, multiple accounts created to reuse a single-use code).

8. Rewards Club and Affiliate Program

Our Fluffy Fam Rewards Club and Affiliate Program have their own terms, published on their respective pages. If those terms conflict with these Terms for anything related to that program, the program's terms apply.

9. Reviews and content you share

  • When you submit reviews, photos, videos or other content to us, or tag us on social media with #fluffyfam or @fluffywellness.my, you confirm it's your own honest opinion and that you have the right to share it.
  • You give us a non-exclusive, royalty-free permission to use, reproduce and display that content on our Website, social media and marketing, with credit to your username where practical. For tagged social media content, we'll ask for your permission before featuring it.
  • We may remove content that is false, offensive, unlawful, promotional or unrelated to our products. We don't edit genuine reviews to change their meaning.

10. Intellectual property

All content on the Website, including the Fluffy name and logo, product names (such as LeakSafe WingGuard™), text, images, videos and designs, belongs to us or our licensors. You may not copy, reproduce, resell or use any of it for commercial purposes without our written permission.

11. Acceptable use

When using the Website, you agree not to:

  • Use it for any unlawful or fraudulent purpose
  • Interfere with its security or operation, including by introducing viruses or using automated tools to scrape data
  • Impersonate another person or submit false information
  • Buy products in bulk for commercial resale without our written consent

12. Third-party links and services

The Website may contain links to third-party websites and services, such as social media platforms, payment providers and couriers. We don't control them and aren't responsible for their content, policies or practices.

13. Limitation of liability

  • To the extent permitted by law, we are not liable for any indirect or consequential loss, or any loss that wasn't reasonably foreseeable when you placed your order.
  • Where the law allows us to limit our liability, our total liability for any order is limited to the amount you paid for that order.
  • Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded under Malaysian law, including your rights under the Consumer Protection Act 1999.

14. Events outside our control

We're not responsible for delays or failure to perform our obligations caused by events beyond our reasonable control. Examples include natural disasters, floods, pandemics, government actions, strikes, courier disruptions and internet or system outages.

15. Privacy

We handle your personal data in line with the Personal Data Protection Act 2010 and our Privacy Policy, which explains what we collect, why, and your rights to access or correct your data.

16. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on this page with a new "Last updated" date. The Terms that apply to your order are the ones in effect when you placed it.

17. Governing law

These Terms are governed by the laws of Malaysia. Any dispute will be subject to the jurisdiction of the Malaysian courts. This doesn't affect your right to bring a claim to the Tribunal for Consumer Claims Malaysia.

18. Language

These Terms are written in English. If we provide a Bahasa Melayu translation and there is any inconsistency between the two versions, the English version prevails.

19. Contact us

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)