Right of withdrawal

We want you to be happy with your purchase. If you need to return an item, this policy explains the return conditions, process, costs, and refunds.

1. Return Period

We accept eligible returns requested within 30 days of receiving your order.

To request a return, please contact us before sending the item back.

2. Return Conditions

To be eligible for a return, the item must:

Be unused and unworn.
Be in the same condition as when you received it.
Include the original packaging, tags, and labels where applicable.
Be accompanied by your order number or proof of purchase.

Items that have been used, worn, damaged after delivery, or returned without the required information may not qualify for a refund.

3. How to Start a Return

To request a return, contact us at:

support@fuzzyfreezy.shop

Please include your order number and a brief reason for the return. We will provide the return instructions and address where required.

Please do not send a return to our registered office unless we have specifically instructed you to do so.

4. Return Shipping Costs

Return Shipping Costs For returns due to a change of mind, incorrect size, or other non-defective reasons, the customer is responsible for the return shipping costs.

If the item is defective, damaged, or incorrect due to our error, Fuzzy Freezy will cover the return shipping costs.

5. Damaged, Faulty, or Incorrect Items

Please check your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at support@fuzzyfreezy.shop

Please provide your order number and, where appropriate, clear photographs of the item and packaging. We will review the issue and work with you to find an appropriate solution.

6. Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including:

Items that have been used or worn.
Items damaged after delivery due to customer use or improper handling.
Gift cards, where applicable.
Items that are otherwise excluded from return under applicable law.

Any statutory consumer rights that apply to your purchase remain unaffected.

7.Exchanges

We accept exchanges for a different size, colour, or eligible product within 30 days of delivery, subject to availability and the conditions of this policy.

To request an exchange, please contact us at support@fuzzyfreezy.shop within 30 days of receiving your order before sending the item back. We will provide the appropriate exchange instructions.

Exchange items must be unused, unworn, in their original condition, and include applicable tags, labels, and original packaging.

For exchanges due to a change of mind, incorrect size, or colour, the customer is responsible for the return shipping costs. If the item is faulty, damaged, defective, or incorrectly supplied due to our error, FuzzyFreezy will cover the reasonable return shipping costs.

Exchange Timeline: Once we receive the returned item, we will inspect it and, if the exchange is approved, dispatch the replacement within 7 business days. 

8. Lost or Undelivered Packages

If your order appears to have been lost or has not arrived within the expected delivery period, please contact us at support@fuzzyfreezy.shop

We will review the shipment and, where necessary, work with the relevant delivery service to investigate the issue.

If a package is confirmed as lost, we will provide an appropriate resolution, such as a replacement where available or a refund, in accordance with applicable UK consumer law.

9. Refunds

Once we receive and inspect your returned item, we will notify you whether the return has been approved.

If approved, your refund will be issued to the original payment method.

We aim to process approved refunds within 7 business days.

10. Return Method & Fees

Return Method: Postal delivery
Restocking Fee: None
Return Shipping: Customer’s responsibility unless the item is faulty, damaged, or incorrectly delivered
Refund Processing: Usually within 7 business days after the return is received and approved

11. Order Cancellations

If you need to cancel an order, please contact us as soon as possible after placing it.

We will try to accommodate cancellation requests before the order enters processing or is dispatched. Once an order has been dispatched, cancellation may no longer be possible and the standard return process may apply.

Your statutory cancellation rights under applicable UK consumer law remain unaffected.

12.Business Information

Trading Name: FuzzyFreezy

Legal Entity: FUZZYFREEZY LTD

Company Number: 17057782

Registered Office Address: Office 17563 182-184 High Street North, East Ham, London, United Kingdom, E6 2JA

Email: support@fuzzyfreezy.shop

Business Hours: Monday – Friday: 9:00 AM – 4:00 PM (GMT+00:00) Greenwich Mean Time (London)

Phone: +447988581623