Last updated: November 2026
Our Promise
Every pair of Pluffys is checked before it leaves us. If something is wrong with your order, we will make it right.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or is not what you ordered (wrong product, size or colour), please contact us at hello@pluffy.co with your order number and photos of the item and packaging. Once verified, we will offer a replacement, repair or refund in line with your rights under the Australian Consumer Law. Where a return is needed for a faulty or incorrect item, we will cover reasonable return shipping costs.
Change of Mind
We do not offer refunds or exchanges for change of mind, including if you chose the wrong size. Please check our size chart before ordering. If you are unsure about sizing, contact us before you buy and we will be happy to help.
Items That Cannot Be Returned
For hygiene reasons, socks and items that have been worn outdoors, washed or show signs of use cannot be returned unless they are faulty.
How to Start a Return
- Email hello@pluffy.co with your order number, the item(s) concerned and photos.
- Wait for our confirmation and return instructions before sending anything back. Items sent without prior approval cannot be processed.
- Use a tracked shipping service and keep your proof of postage.
Refunds
Once your return is received and inspected, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method, and usually appear within 5–10 business days depending on your bank.
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights, or any other rights you have under the consumer laws of your country.
Contact
Pluffy is operated by Kamaci Limited. Questions about returns or refunds: hello@pluffy.co.