Refund policy

At Fuzzo, we want you and your pet to be happy with every purchase. If something isn’t right with your order, our team is here to help.

This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through Fuzzo in Kuwait.

1. Returns & Exchanges

Eligible products may be returned or exchanged within 14 days from the date of purchase, subject to the terms below and applicable consumer protection laws in the State of Kuwait.

To be eligible for a return or exchange, the product must:

• Be unused, unopened, and in its original condition.
• Be returned in its original packaging, including labels, tags, seals, accessories, and any included items.
• Be accompanied by the original order details, receipt, or other proof of purchase.
• Not have been damaged, used, altered, or improperly stored after delivery.

Fuzzo reserves the right to inspect returned products before approving a return, exchange, or refund.

2. Pet Food, Treats & Consumable Products

For the safety and wellbeing of pets, additional conditions may apply to food and consumable products.

Pet food, treats, supplements, and other consumable products should remain unopened, unused, properly sealed, and in their original condition to qualify for a change-of-mind return.

Once a consumable product has been opened or its original seal has been broken, we may be unable to accept a change-of-mind return for health, hygiene, and product-safety reasons.

This does not affect your rights if the product was delivered damaged, defective, expired, incorrectly supplied, or otherwise not as ordered.

3. Hygiene & Personal-Care Products

For health and hygiene reasons, opened or used hygiene-sensitive products may not be eligible for a change-of-mind return.

This may include products such as:

• Grooming and hygiene products
• Dental-care products
• Pet cleaning products
• Litter and related hygiene products
• Products that come into direct contact with an animal
• Other sealed products where the hygiene seal has been removed or broken

If such a product arrives defective, damaged, incorrect, or with a manufacturing issue, please contact Fuzzo and we will review the case.

4. Damaged, Defective or Incorrect Products

Please check your order after delivery.

If you receive a product that is:

• Damaged during delivery
• Defective
• Expired
• Incorrect
• Missing from your order
• Different from the product you ordered

please contact Fuzzo Customer Support as soon as reasonably possible and provide your order number and clear photos or videos of the product and packaging, where applicable.

Once the issue has been verified, Fuzzo will arrange an appropriate solution, which may include replacement, exchange, return, or refund, depending on the circumstances and applicable law.

If the issue is attributable to Fuzzo or the supplied product, the customer will not be charged the associated return or replacement delivery cost.

5. Change-of-Mind Returns

If you simply change your mind about an eligible product, you may request a return within the applicable return period provided that the product satisfies the conditions of this policy.

Where permitted by applicable law, delivery charges or return collection charges associated solely with a change-of-mind return may not be refundable and may be borne by the customer.

Any such charges will be communicated before the return is processed.

6. Products That Cannot Be Returned After Opening or Use

Subject always to applicable consumer protection laws, Fuzzo may decline a change-of-mind return for products that:

• Have been opened, used, or consumed.
• Are no longer in their original condition.
• Have damaged, removed, or broken seals.
• Have been damaged after delivery.
• Have been improperly stored or handled.
• Present health, hygiene, or safety concerns after opening.
• Are missing original packaging, accessories, components, or labels.

These restrictions do not limit any rights the customer may have regarding defective, damaged, incorrectly supplied, or otherwise non-conforming products under applicable Kuwaiti law.

7. Refunds

Once a returned product has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will normally be issued using the original payment method, where technically and operationally possible.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or payment provider.

8. Cash on Delivery Orders

For eligible orders originally paid by Cash on Delivery, an approved refund may be processed through a payment method agreed between the customer and Fuzzo, such as an electronic payment or bank transfer where applicable.

Fuzzo Customer Support will provide the required instructions once the return has been approved.

9. Promotional Offers, Bundles & Free Gifts

If a product was purchased as part of a bundle, promotion, “Buy X Get Y” offer, or included a free gift, all products or gifts associated with the offer may need to be returned in their original condition for a full refund.

If part of the promotional order is retained, the refund may be recalculated based on the terms and value of the promotion, where permitted by applicable law.

10. Order Cancellations

If you wish to cancel an order, please contact Fuzzo Customer Support as soon as possible.

If the order has not yet been prepared or dispatched, we will try to cancel it before delivery.

If the order has already been dispatched, it may need to be handled as a return after delivery in accordance with this policy.

11. Refused or Failed Deliveries

Customers are responsible for providing accurate delivery information and being reasonably available to receive their orders.

If an order cannot be delivered because of incorrect information provided by the customer, repeated inability to reach the customer, or refusal of delivery without a product-related issue, additional delivery or re-delivery charges may apply where permitted by applicable law.

12. How to Request a Return

To request a return, exchange, or refund, contact Fuzzo Customer Support and provide:

• Your order number
• The product you wish to return or exchange
• The reason for your request
• Photos or videos where the product is damaged, defective, incorrect, or otherwise has an issue

Our team will review your request and provide the next steps.

Please do not send or hand over a return before receiving return instructions from Fuzzo.

13. Refund Processing

After Fuzzo receives and approves an eligible returned product, we will initiate the refund as soon as reasonably practicable.

Please note that banks and payment providers may require additional processing time before the refunded amount appears in your account.

14. Your Rights Under Kuwaiti Law

This policy is intended to operate in accordance with applicable laws and regulations in the State of Kuwait, including Kuwait’s consumer protection requirements.

Nothing in this policy is intended to exclude, restrict, or reduce any mandatory consumer rights that cannot legally be waived.

Where any provision of this policy conflicts with mandatory Kuwaiti consumer protection law, the applicable law will prevail.

15. Contact Us

If you have any questions about a return, exchange, refund, or your order, please contact Fuzzo Customer Support.

We’re always happy to help make things right for you and your pet.