Pogoji storitve

We’re FLOUFFY d.o.o. (company number 8355347000), a company registered in Slovenia, a member of the European Union. Our HQ is at Veliki Vrh pri Smarju 77, 1293 Smarje-Sap.

By accessing or using the websites, mobile applications or blogs (collectively, the “Websites”) provided by FLOUFFY D.O.O. or our subsidiaries or affiliates, including, without limitation, www.flouffy.com and www.dog-insider.com, these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with our Customer Care– we always love to hear from you!

We keep these terms updated and we amend them every now and then, so remember to check back in before you shop, as the latest info will apply.

ABOUT YOU

To shop with us, you need to:

• be at least 16 years old;
• have a credit or debit card that we accept (see bottom of the page for details of current payment providers); and
• be authorized to use that credit or debit card (e.g. it is in your name or you have permission to use it).

WHAT HAPPENS WHEN YOU ORDER

When you place an order, you should receive an acknowledgment email confirming receipt of your order. We then carry out a standard pre-authorization check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method. You can’t change your order – you’ll need to cancel (and/or return the original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we think there’s something dodgy going on with an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take it personally – get in touch with our Customer Care and they’ll be happy to speak to you about it and resolve any issues.

PRICES AND PRODUCT DESCRIPTIONS

There’s a lot going on here at FLOUFFY HQ and from time to time our busy team may put up a wrong price or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or canceling it.

If we can’t get in touch with you, we will treat the order as canceled. If you cancel and you’ve already paid, we will refund you fully.

Prices include VAT (where applicable).

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.

WHAT ABOUT DELIVERY?

Before you finalize your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

We work our FLOUFFY paws off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, customs or bad weather. We will keep you updated as much as we can and you should be able to track your delivery’s progress.

Check out our Delivery page for more info, or get in touch with Pawsome Customer Care if you have any issues or questions.

INTERNATIONAL ACCESS

If you access and use FLOUFFY.com website from outside of the European Union, it’s your responsibility to make sure that you comply with your local laws and regulations.

Occasionally our vendors request that FLOUFFY restricts the sale of their brand to certain countries. Though we prefer not to limit the brands FLOUFFY sells, we must honor our vendor’s wishes. However, we continually review such restrictions with our vendors to see if any changes can be made.

You will be alerted at checkout if an item in your cart is restricted from shipping to your country. If you put a restricted item in your cart, you will not be able to check out until that item is removed from your cart or you change the shipping address.

RETURNS AND REFUNDS

RETURNING AN UNWANTED ITEM?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below.

If you return an item requesting a refund within 30 days of receiving it, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

WHAT HAPPENS IF I MISS THE 30-DAYS REFUND POLICY?

Unfortunately, we cannot accept returns for unwanted items after the relevant return period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

RETURN DELIVERY COSTS AND PROOF OF POSTAGE

Depending on the options available in your country, you’ll be responsible for the cost of returning any items.  We strongly recommend you get proof of postage.

WHAT WE CONSIDER ORIGINAL CONDITION...

Of course, it’s fine to try an item on your dog as you would in a shop, but please don’t let your dog to actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags.

PROMO CODES

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!

Here are some key things to remember:

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been a misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.

We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.

INTERNATIONAL ORDER PROCESSING

We at FLOUFFY have partnered with a trusted third party global payment provider Stripe, to process some of our international orders. By choosing to place your order, you agree to Stripe’s terms and conditions which may be found at https://stripe.com/en-si/legal.

FLOUFFY GIFT VOUCHERS AND FLOUFFY GIFT CARDS

If you’re the lucky recipient of a FLOUFFY Gift Voucher or FLOUFFY Gift Card (high five!) head over to our Pawsome Customer Care pages to find out how and when they can be used. A few points to bear in mind:

If you’re being super generous and buying someone else a FLOUFFY Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do. Check, double check and even triple check before you buy it.

Speaking of emails, sometimes pesky (but useful) spam filters send our emails into junk or spam folders. So, if you’ve not been thanked for your generous gift, it’s worth giving them a nudge because there might be something wonderful waiting for them in their junk or spam folder!

YOUR INFORMATION PRIVACY 

Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service.

At FLOUFFY, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

FOR THE LOVE OF DOG, PLEASE DON'T DO THESE THINGS...

We know it’s obvious, but you must not misuse or tamper with our websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal FLOUFFY customers the best service, so we take them really seriously. FLOUFFY will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.

We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.

Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA ‘screen scraping’).

Troublemakers take note: you agree to indemnify, defend and hold harmless FLOUFFY, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.

INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT

FLOUFFY owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the FLOUFFY logo or any FLOUFFY brand or trademark (or any marks which are colorably similar) without our express permission.

All graphics, images and content of the FLOUFFY.com website and blog belong exclusively to FLOUFFY, or our affiliates.

LINKING TO THIS WEBSITE

It’s fine for you to link to FLOUFFY.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Please don’t link in a way that suggests any form of approval or endorsement by FLOUFFY where none exists.

Our Website must not be framed on any other site without our permission.

OUTSIDE LINKS

Our site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that we are not responsible for the operation of or content located on or through any such site.

COPYRIGHT COMPLAINTS

At FLOUFFY we deeply respect the intellectual property of others. Please contact legal@flouffy.com if you believe that any content on FLOUFFY.com constitutes an infringement of your copyrights.

COMPLAINTS OR NEED TO SPEAK TO US?

Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Pawsome Customer Care team, who will work with you to resolve any issues you’re having with our services:

• Email: contact@flouffy.com
• Facebook: www.facebook.com/theFLOUFFY/
• Post: FLOUFFY d.o.o., Veliki Vrh pri Smarju 77, 1293 Smarje-Sap, Slovenia, EU

LEGAL STUFF

We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.

These terms and our dealings with you are subject to Slovenian law and the exclusive jurisdiction of the Slovenian courts.

USER GENERATED CONTENT Ts&Cs

If we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.

By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag (such as #FLOUFFYme, #FLOUFFYfamily, or other FLOUFFY branded hashtags) you agree:

• we can use your handle and the content (the “Content”) on FLOUFFY.com and/or on any of FLOUFFY’s social media platforms (including but not limited to Instagram, Facebook and Twitter).
• we can edit, crop, adapt, enhance or modify the Content.

You promise that you:

• have the permission of everyone in the Content;
• have the right to grant FLOUFFY the above rights; and
• are at least 16 years old.

If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.

You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.

 

v1.0

01.07.2019