Last Updated: August 14, 2026

At FloofRiot, we want you and your pet to be happy with your purchase.

This Return & Refund Policy explains when products may be returned, how to request a return or refund, what happens when an item arrives damaged or incorrect, cancellation rules, return shipping responsibilities, and the additional rights available to customers under applicable consumer law.

This policy forms part of our Terms and Conditions.

1. Our 14-Day Return Policy

For eligible products, FloofRiot offers a 14-day return period.

To request a standard return, please contact us within 14 days after receiving your order.

For a standard change-of-mind return, the product should generally be:

• unused;

• unworn;

• unwashed;

• free from pet hair, odors, stains, or damage;

• complete with accessories and components; and

• in its original packaging where reasonably possible.

You will also need your order number or another acceptable proof of purchase.

Additional statutory rights may apply to customers in certain jurisdictions, including the European Union and United Kingdom. Those rights are explained separately below and are not limited by our voluntary return conditions where the law provides greater protection.

2. How to Request a Return

Before returning any product, contact:

support@floofriot.com

Please provide:

• your full name;

• order number;

• product you wish to return;

• reason for the return; and

• photographs or video where the item is damaged, defective, incorrect, or incomplete.

We will review your request and provide the appropriate instructions.

Do not return an item until you have received return instructions from FloofRiot.

3. Do Not Return Products Directly to Our Supplier

FloofRiot works with third-party fulfillment partners, including CJ Dropshipping.

The shipping address printed on your parcel is not necessarily an authorized return address.

Please do not send returns directly to:

• CJ Dropshipping;

• a supplier;

• a warehouse shown on your parcel;

• a carrier;

• China;

• the original shipping location; or

• any other address

unless FloofRiot specifically provides that address as part of your return instructions.

Unauthorized returns may be delayed, refused, lost, or impossible to identify.

4. Return Address

The correct return destination can vary depending on:

• the product;

• fulfillment warehouse;

• destination country;

• reason for return;

• supplier;

• carrier; and

• available return arrangements.

For this reason, we provide the appropriate return instructions after your request has been approved.

Please contact us before shipping anything back.

5. Change-of-Mind Returns

If you simply change your mind about an eligible product, you may request a return within the applicable 14-day period.

Examples may include:

• you no longer want the product;

• you ordered the wrong size or color;

• you ordered the wrong item; or

• you changed your mind after delivery.

For FloofRiot’s voluntary change-of-mind return policy, the product must generally remain in returnable condition as described in this policy.

Where applicable law gives you broader rights, those legal rights take priority.

6. Change-of-Mind Return Shipping Costs

For ordinary change-of-mind returns, the customer is generally responsible for the direct cost of returning the product, unless:

• FloofRiot agrees otherwise;

• the product is defective, damaged, incorrect, or materially not as described;

• we supplied the wrong item; or

• applicable law requires FloofRiot to bear the cost.

We recommend using a tracked shipping service when returning an item.

FloofRiot is not responsible for a customer-arranged return shipment that is lost before reaching the authorized return destination, except where applicable law provides otherwise.

7. Damaged Products

If your product arrives materially damaged, contact us as soon as reasonably possible.

Please provide:

• your order number;

• photographs of the damaged item;

• photographs of the packaging where relevant;

• photographs of the shipping label where requested; and

• video evidence where photographs cannot adequately demonstrate the problem.

Please keep the product and packaging while we investigate the claim.

Depending on the circumstances, the appropriate solution may include:

• replacement;

• reshipment;

• repair where appropriate;

• partial refund;

• full refund; or

• another remedy required by applicable law.

You will not be required to bear reasonable return costs for a qualifying defective, incorrect, or damaged product where applicable law places those costs on us.

8. Defective Products

If a product has a manufacturing defect, does not function as reasonably expected, or develops a fault covered by applicable consumer law, contact us.

We may request reasonable evidence to understand the defect.

Depending on the product, circumstances, and applicable law, remedies may include:

• repair;

• replacement;

• price reduction;

• refund; or

• another legally required remedy.

Our 14-day voluntary return period does not eliminate longer statutory rights relating to defective products.

9. Incorrect Products

If you receive a product materially different from what you ordered, contact us promptly.

Examples include:

• completely different product;

• incorrect size;

• incorrect color;

• incorrect model or variation; or

• incorrect quantity.

Please provide your order number and photographs showing what you received.

After verification, we will provide an appropriate solution, which may include replacement, reshipment, or refund.

10. Missing Items or Parts

If your order arrives with:

• an item missing;

• an accessory missing;

• an important component missing; or

• an incorrect quantity,

contact us with your order number and suitable photographs of the package and contents.

We will investigate the fulfillment records and determine an appropriate resolution.

11. Products That Arrive Significantly Different From Their Description

If the product you receive is materially different from the description or images presented when you purchased it, please contact us.

Minor differences that naturally result from:

• screen color settings;

• lighting;

• photography;

• normal manufacturing tolerances; or

• measurement methods

may not necessarily constitute a defect or material misdescription.

However, nothing in this section limits your rights where a product is genuinely materially different from what was advertised or required by applicable consumer law.

12. Items That May Not Be Eligible for Ordinary Change-of-Mind Returns

Subject to applicable law, certain products may be excluded from ordinary change-of-mind returns.

These may include:

• personalized or custom-made products;

• products made specifically to the customer’s specifications;

• perishable goods;

• products that deteriorate rapidly;

• sealed hygiene-sensitive goods after the seal has been broken where legally permitted;

• products that have been used in a manner that makes them unsuitable for resale for hygiene or health reasons where a lawful exemption applies; and

• other products legally excluded from cancellation or withdrawal rights.

For pet products, hygiene considerations may be particularly relevant to certain grooming, feeding, health, or personal-use products once opened or used.

A lawful statutory right will always take priority over an exclusion in this section.

13. Used, Damaged, or Altered Products

For voluntary change-of-mind returns, we may refuse a return or reduce the refund where legally permitted if a product has been:

• materially used;

• damaged after delivery;

• washed;

• altered;

• contaminated;

• covered in pet hair;

• stained;

• exposed to strong odors;

• missing important parts; or

• otherwise handled beyond what is reasonably necessary to inspect it.

For customers exercising statutory withdrawal rights, any deduction for diminished value will only be made where permitted by applicable law.

14. Original Packaging

Please retain the original packaging until you are satisfied with your purchase.

Original packaging can help:

• protect the product during return shipping;

• identify the product;

• demonstrate its condition; and

• speed up processing.

However, where applicable consumer law does not permit us to make the original packaging an absolute condition of exercising a statutory right, we will not do so.

15. Sale and Discounted Products

Products purchased during:

• sales;

• discount campaigns;

• coupon promotions;

• seasonal promotions; or

• other price reductions

remain subject to this Return & Refund Policy.

A discounted purchase does not by itself remove any mandatory consumer rights.

16. Exchanges

Because FloofRiot products may be fulfilled from different warehouses, direct exchanges may not always be operationally practical.

Where appropriate, we may offer:

• replacement;

• reshipment; or

• return followed by a new order.

If you ordered the wrong size, color, or variation, contact us before returning the product.

We will explain the available options for your order.

17. Replacement Without Return

In certain cases, particularly for:

• damaged products;

• low-value products;

• products where international return shipping would be disproportionate; or

• situations where our fulfillment partner does not require physical return,

FloofRiot may approve a refund or replacement without requiring the original item to be returned.

This is determined on a case-by-case basis and does not create an automatic entitlement for other orders.

18. Refund Method

Approved monetary refunds will normally be issued to the original payment method used for the purchase.

For example, where payment was made through PayPal, the approved refund will normally be processed back through PayPal.

We generally do not replace a required monetary refund with store credit unless:

• you expressly agree to store credit; or

• applicable law permits the alternative arrangement.

19. Refund Processing

After an authorized return has been received, we may inspect the product to verify:

• its identity;

• condition;

• completeness; and

• eligibility.

If your refund is approved, we will initiate it without undue delay.

After we issue the refund, your payment provider, bank, or card issuer may require additional processing time before the funds appear in your account.

The time taken by a financial institution to post an already-issued refund is outside FloofRiot’s direct control.

Where applicable consumer law requires a refund within a particular deadline, we will follow that requirement.

20. Original Shipping Charges

Treatment of original shipping charges depends on:

• the reason for the return;

• the destination;

• applicable consumer law; and

• shipping method selected.

For ordinary voluntary change-of-mind returns outside jurisdictions requiring otherwise, original shipping charges may be non-refundable.

Where EU, UK, or other applicable law requires reimbursement of the original standard delivery charge following a valid statutory withdrawal, FloofRiot will provide that reimbursement.

Any additional cost resulting from a customer choosing a premium delivery service instead of the least expensive standard option may not be refundable where permitted by law.

21. Refunds for Defective, Damaged, Incorrect, or Misdescribed Products

Where FloofRiot is responsible for a qualifying problem, such as:

• defective goods;

• materially damaged goods;

• incorrect goods;

• missing goods; or

• goods materially not as described,

we will provide the remedy required by applicable law.

Where a return is reasonably required for such a qualifying problem, FloofRiot will bear the reasonable return cost where required by law.

22. Order Cancellations Before Shipment

If you wish to cancel an order before shipment, contact:

support@floofriot.com

as quickly as possible.

We will attempt to stop fulfillment.

However, cancellation cannot always be guaranteed after:

• the order has entered warehouse processing;

• procurement has begun;

• customization has started;

• fulfillment has begun; or

• the parcel has been dispatched.

If cancellation is successfully completed before processing becomes irreversible, any eligible refund will normally be returned to the original payment method.

Mandatory statutory cancellation rights remain unaffected.

23. Personalized or Custom Products

Products that are:

• personalized;

• custom-made;

• made specifically for you; or

• produced according to individual specifications

may not be cancellable once production has begun and may be excluded from ordinary change-of-mind rights where applicable law permits.

This exclusion does not remove rights relating to products that are defective, damaged, or materially not as ordered.

24. European Union Customers — 14-Day Right of Withdrawal

If you are an eligible consumer in the European Union purchasing online, you generally have a statutory right to withdraw from the purchase of qualifying goods within 14 days without giving a reason.

For goods, the withdrawal period normally begins when you, or a third party designated by you other than the carrier, receives physical possession of the goods.

Where several goods from one order are delivered separately, the applicable period may begin when the final qualifying item is received.

To exercise this right, you must communicate a clear decision to withdraw before the withdrawal period expires.

You may contact:

support@floofriot.com

You do not need to provide a reason.

25. EU Return Period After Withdrawal

After communicating a valid EU withdrawal, you must generally send the goods back without undue delay and within the applicable statutory period.

We will provide the appropriate return instructions.

Please do not independently send the goods to CJ Dropshipping or another supplier.

26. EU Refund Following Withdrawal

For a valid EU statutory withdrawal, FloofRiot will reimburse payments required by applicable law, including the cost of our least expensive standard delivery option where applicable.

If you selected a delivery method more expensive than our standard delivery method, the additional premium amount may not be reimbursable.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not cause you additional fees.

Where legally permitted, we may withhold reimbursement until:

• we receive the goods back; or

• you provide acceptable evidence that you sent them back,

whichever occurs first.

27. EU Return Shipping for Change of Mind

For a standard EU statutory withdrawal where the product is not defective or incorrect, the customer is generally responsible for the direct cost of returning the goods, unless:

• FloofRiot agrees to pay it; or

• applicable law requires us to bear the cost.

This does not apply in the same way to qualifying defective or non-conforming products.

28. EU Legal Guarantee for Faulty Goods

The 14-day withdrawal period is separate from EU statutory rights concerning faulty or non-conforming goods.

Where applicable, EU consumers may have additional legal-guarantee rights lasting substantially longer than the voluntary 14-day return period.

Nothing in this policy limits those mandatory rights.

29. United Kingdom Customers

Eligible UK customers purchasing online generally have statutory cancellation rights for qualifying goods.

Customers normally have 14 days after receiving qualifying goods to notify the seller that they wish to cancel, followed by an additional period in which to return those goods in accordance with applicable UK law.

For a qualifying cancellation, FloofRiot will reimburse amounts required by UK consumer law, including the applicable standard delivery cost.

Customers may generally be responsible for direct change-of-mind return costs where they were properly informed of this responsibility.

Rights relating to faulty, misdescribed, or non-conforming goods are separate from the change-of-mind cancellation right.

Nothing in this policy restricts mandatory UK consumer rights.

30. United States Customers

For eligible U.S. orders, FloofRiot provides the commercial 14-day return policy described above.

Additional federal or state consumer rights may apply depending on the circumstances.

Nothing in this policy limits rights or remedies that cannot legally be waived.

If a product:

• does not arrive;

• is defective;

• is materially different from its description;

• arrives damaged; or

• otherwise creates a legally protected consumer issue,

we will handle the matter in accordance with applicable law and this policy.

31. Products Lost in Transit

If your order does not arrive, please do not submit it as an ordinary return.

Instead, contact:

support@floofriot.com

with your order number.

We will investigate the shipment using available tracking and fulfillment records.

Where a shipment is determined to be lost, the appropriate remedy may include:

• replacement;

• reshipment;

• refund; or

• another remedy required by applicable law.

Please also review our Shipping Policy for additional information about delayed and missing packages.

32. Packages Marked Delivered but Not Received

If tracking shows that your order was delivered but you cannot locate it, please:

1. check your mailbox and delivery area;

2. check entrances and safe delivery locations;

3. ask household members;

4. check with neighbors, reception, or building management where appropriate;

5. verify the shipping address on your order; and

6. contact the local carrier where appropriate.

If the package remains missing, contact FloofRiot and we will review the available information.

We may request reasonable supporting evidence where needed to investigate the matter.

33. Return Tracking

If you are responsible for arranging a return, we strongly recommend using:

• tracked shipping;

• delivery confirmation; and

• appropriate packaging.

Keep your return receipt and tracking information until the return has been completed.

34. Return Shipping Damage

Customers are responsible for packaging customer-arranged returns reasonably securely.

Where a returned product is materially damaged because it was inadequately packed by the customer, this may affect the refund where permitted by applicable law.

This section does not apply where FloofRiot or its authorized carrier caused the damage.

35. Fraudulent or Abusive Claims

FloofRiot reserves the right to investigate return and refund requests where there is reasonable evidence of:

• return fraud;

• falsified photographs or documents;

• intentional product damage;

• substitution of another product;

• repeated abuse of return procedures; or

• other fraudulent activity.

We may refuse fraudulent claims where legally permitted.

Nothing in this section allows us to refuse legitimate statutory consumer rights.

36. PayPal and Payment Disputes

If you paid through PayPal and have an order problem, we encourage you to contact FloofRiot first at:

support@floofriot.com

We will make reasonable efforts to resolve legitimate issues directly.

PayPal and card issuers may also provide separate dispute or purchase-protection procedures subject to their own eligibility requirements and deadlines.

Those payment-provider rights operate separately from this Return & Refund Policy.

37. Evidence for Claims

For damaged, defective, incorrect, or incomplete products, reasonable documentation helps us resolve the issue efficiently.

Depending on the circumstances, we may request:

• photographs;

• video;

• shipping label photographs;

• packaging photographs;

• product measurements;

• carrier documentation; or

• another reasonable form of evidence.

We will not require evidence that is unreasonable or inconsistent with applicable consumer law.

38. Proof of Purchase

We may request proof that the product was purchased from FloofRiot.

Suitable proof may include:

• FloofRiot order number;

• order confirmation email;

• payment confirmation; or

• other reliable purchase information.

39. Gifts

Where legally permitted, refunds are ordinarily issued to the original purchaser and original payment method.

If an item was purchased as a gift, contact us and we will explain the available options.

40. Mandatory Consumer Rights

Our voluntary return policy is intended to provide customers with a clear and convenient process.

It does not replace or reduce mandatory consumer rights.

Where applicable consumer law gives you:

• a longer period;

• a different remedy;

• free return shipping;

• repair rights;

• replacement rights;

• cancellation rights; or

• another mandatory protection,

that legal protection will apply.

Any provision of this policy that conflicts with non-waivable applicable consumer law will apply only to the extent legally permitted.

41. EU / UK Cancellation Form

Eligible EU or UK consumers may use the following form if they wish, although a clear written statement communicating the decision to cancel is also acceptable where applicable law permits.

To: FloofRiot
Email: support@floofriot.com

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number: ______________________

Product(s): ______________________

Ordered on: ______________________

Received on: ______________________

Customer name: ______________________

Customer address: ______________________

Email address: ______________________

Date: ______________________

This form is optional and may be submitted by email.

42. Changes to This Policy

We may update this Return & Refund Policy to reflect changes in:

• products;

• suppliers;

• fulfillment arrangements;

• return processes;

• payment providers;

• customer-service procedures; or

• applicable legal requirements.

The updated policy will be published on this page with a revised Last Updated date.

Changes will not remove rights that already apply to an existing purchase under mandatory law.

43. Contact Us

For returns, refunds, cancellations, defective products, damaged products, or other order-related questions, contact:

FloofRiot
Operated by: Nazmul Hasan Ridoy
Riyadh, Saudi Arabia
Email: support@floofriot.com
Website: floofriot.com

Please include your order number whenever possible so we can assist you efficiently.