Refund policy

Effective Date: July 2, 2026

At Fluffycloud.com.au, we are committed to providing premium-quality natural health supplements. Your satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

We accept returns within 30 days of the delivery date.

To be eligible for a return, your item must:

Be unopened, unused, and in its original condition.
Be returned in its original packaging with all seals intact.
Include proof of purchase (order confirmation or receipt).

For health and safety reasons, we cannot accept returns of products that have been opened, used, damaged by the customer, or are missing their original packaging unless the product is faulty or required by Australian Consumer Law.

2. Non-Returnable Items

The following items are not eligible for return:

Opened or used supplements.
Products with broken safety seals.
Clearance or final sale items.
Gift cards.
Products damaged due to misuse or improper storage.
3. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, expired, or incorrect, please contact us within 7 days of delivery.

Please include:

Your order number.
A description of the issue.
Clear photographs of the product and packaging.

Once approved, we will provide a replacement, store credit, or a full refund at no additional cost.

4. Change of Mind

If you change your mind, you may return eligible unopened products within 30 days.

Customers are responsible for return shipping costs unless:

The item is faulty.
The wrong product was sent.
The item was damaged during transit.

Original shipping charges are non-refundable unless required by law.

5. Refund Process

After receiving and inspecting your returned item, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that processing times may vary depending on your bank or payment provider.

6. Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied.

If you require an exchange, please contact us before returning the product.

7. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a replacement or refund for products that have a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

8. How to Request a Return

Before returning any item, please contact our customer support team.

Email: info@Fluffycloud.com.au

Please include:

Your full name
Order number
Reason for the return
Photos (if applicable)

Our support team will provide return instructions and the appropriate return address.

9. Contact Information

Fluffycloud.com.au

29 Cynthia Street
Adamstown Heights, NSW 2289
Australia

Email: info@Fluffycloud.com.au

Phone: +61 420 326 569

We aim to respond to all enquiries within 1–2 business days.