Refund policy

To protect your legal rights and standardize the return and refund process, this policy applies to after-sales service for products purchased through the official FunnyFuzzy website or app. If you have any questions, you may contact our customer service at support@funnyfuzzy.co.uk at any time.


1.Conditions for Return Requests

1.1 Returns for Non-Compliant Products (Quality Issues)

If the products you receive meet any of the following conditions, you may request a return in accordance with the statutory warranty period under the UK Consumer Rights Act 2015:
  1. The product materially differs from the seller’s description.
  2. The product clearly does not possess the qualities or features advertised or stated on labels.
  3. The product cannot fulfill the specific purpose you explicitly informed the seller about.
  4. The product has manufacturing defects, flaws, or assembly issues.
  5. Product quality issues are caused during transportation.
Upon receiving your return request, we will respond within 2 business days, and complete the review within 3 business days after the response:
  1. If the product is verified as non-compliant, we will send a Return Confirmation Email on the same day the review is completed. Please follow the instructions in the email.
  2. If the evidence provided is insufficient, we will request additional materials via email. After receiving the complete materials, the review process will restart and be completed within 3 business days, and a Return Confirmation Email will be sent on the day of completion.
Please return the item within 14 calendar days of receiving the Return Confirmation Email.

1.2 Returns for Personal Reasons (Non-Quality Issues)

Under the UK Consumer Rights Act 2015, you have the right to return products for any reason within 14 calendar days of receipt.
For returns due to personal preference, size mismatch, style dislike, or other non-quality issues, the following conditions must be met:
  1. Request Period: Submit your return request within 14 calendar days of receipt. We will respond within 2 business days and complete the review within 3 business days. Upon approval, a Return Confirmation Email will be sent the same day.
  2. Return Period: Return the product within 14 calendar days after receiving the Return Confirmation Email.
  3. Product Condition: Ensure the product remains unused, in new condition, free from scratches, stains, odors, or any factors affecting resale.
  4. Packaging & Accessories: Ensure all original accessories, manuals, labels, and gifts are complete and undamaged. Minor packaging wear within reasonable limits is acceptable.
Note: Original shipping fees are non-refundable for personal reason returns, and return shipping costs must be borne by the customer.

1.3 Exclusions from Warranty/Returns

The following situations are not considered product quality issues:
  1. Pet-Related Damage: Damage caused by pets, including chewing, scratching, stepping, or tearing (e.g., surface scratches, paint peeling, material cracking, structural damage, holes, stains, deformation).
  2. Normal Wear & Aging: Natural wear or appearance changes due to time or environmental factors (e.g., loss of surface gloss, color fading/yellowing, minor abrasion, texture fading, rubber aging/stickiness, minor yellowing of plastics).
  3. Human-Caused Damage: Damage caused by misuse, modification, improper cleaning, or intentional destruction.


2.Return & Refund Procedures

2.1 Return Eligibility Review

a) Non-Compliant Product Returns

To request a return for a non-compliant product, contact customer service with complete and verifiable evidence:
  1. Clear photos or videos showing the defect in detail.
  2. Valid proof of purchase (order confirmation screenshot, order number, etc.).

b) Personal Reason Returns

For non-quality related returns, review will focus on:
  • Product is unused and in new condition
  • Original packaging intact
  • Accessories complete
Other factors will be considered according to your stated reason.
  1. All products, including gifts, redeemed points, or discounts, must be returned. Returns with obvious damage, missing accessories, or severe packaging damage affecting resale may be rejected. Partial refunds may be offered after mutual agreement, deducting repair or material costs.
  2. For exchanges, we will prioritize same-model replacement. If unavailable, we will offer a product of equivalent value or a full refund.

2.2 Return Address

Please confirm with customer service and receive a Return Confirmation Email before sending your return.
Return Address: JL Fashion Express Ltd, Thorncliffe Business Estate, Newton Chambers Rd, Chapeltown, Sheffield, South Yorkshire, S35 2PH, United Kingdom
Important: Do not return items without confirmation to avoid lost, misdirected, or delayed shipments. We will assist within legal limits in such cases.

2.3 Inspection & Processing

Returned items will be inspected within 5 business days of arrival. Results will be emailed on the same day. If approved, refunds will be processed the next business day via the original payment method.

2.4 Refund Timeline

Refunds will be completed within 14 calendar days after approval. Actual receipt may vary depending on banks or third-party payment providers.
Tip: If the refund is not received after the bank’s normal processing time, please check your account or contact your payment provider. We can assist if issues persist.


3.Shipping & Costs

3.1 Responsibility for Return Shipping Costs

Return Reason Shipping Cost Borne By Notes
Non-compliant product FunnyFuzzy Valid shipping proof required (invoice, payment screenshot, etc.)
Personal reason Customer Customer bears all return-related costs

3.2 UK Domestic Return Shipping Reference

Weight Carrier Estimated Cost (£)
0–5 KG Royal Mail 3.05
0–5 KG EVRI 3.05
6–10 KG EVRI 3.55
Notes:
  1. Prices are indicative; actual costs vary by carrier, package size, and services.
  2. Non-compliant product returns: FunnyFuzzy covers reasonable standard return shipping. Personal reason returns: customer bears the cost.
  3. Premium services (next-day, express, etc.) exceeding standard rates are borne by the customer.

3.3 High-Value Items

For high-value returns, use a trackable shipping method and consider shipping insurance. We are not responsible for loss or damage if the item is not insured.


4.Special Notes & Legal Rights

  • This policy applies only to products purchased directly from FunnyFuzzy. Third-party purchases require contacting the original seller.
  • All returns, inspections, and refunds are processed during UK business days (Mon–Fri, excluding UK public holidays). Customer inquiries will be replied to within 2 business days.
  • Calendar days include weekends and UK public holidays. Business days are Mon–Fri, excluding public holidays.
  • This policy supplements the FunnyFuzzy Terms of Use and has equal legal effect. Any matters not covered are subject to UK laws and the Terms of Use.


5.Company Information

Operating Entity (Hong Kong): FUNNYFUZZY HK TECH LIMITED Address: FLAT/RM A 12/F ZJ 300.300 LOCKHART RD, WAN CHAI, HONG KONG
Note: This is not the return address. Use the warehouse address above for returns.
For questions regarding this policy or returns, contact: support@funnyfuzzy.co.uk