At Fuzzy Forts we are dedicated to providing high-quality, fun, and safe products for children. We understand that sometimes a purchase may not meet your expectations or needs, so we have established a refund and return policy to make the process as simple and hassle-free as possible. Please take a moment to review our refund and return policy below to understand your rights and options in the unlikely event that you need to make a return or request a refund.

Cancellations

If you choose to cancel your order before it is dispatched, a 30% restocking fee will be applied to cover the costs incurred by Fuzzy Forts.

Refunds

Change of Mind

Refunds for a change of mind must be made within 30 days of receipt of order. To qualify for a refund, the item must remain in its original packaging. Proof of purchase, such as your order confirmation email or receipt, is also required.

Where the product is unopened, unused, unpacked and in the same condition as when it was initially received, a 30% restocking fee will be applied to cover the costs incurred by Fuzzy Forts.

If the product is opened, it should be repacked and in the same condition as when it was initially received. Open products will incur a 60% restocking fee.

Products without original packaging or missing parts will not qualify for a refund.  

Please contact us to initiate a return. Items sent back to us without first requesting a return will not be accepted.

Once Fuzzy Forts has confirmed that a return is eligible, we will advise the customer of the return postal address. It is the customer’s responsibility to arrange tracked postage and provide Fuzzy Forts with the tracking details. 

Once we receive the returned item, our team will conduct an inspection. Refunds for eligible returns will be processed within 5 business days. 

The refunded amount will be credited to your original payment method, and you will be notified via email upon completion. 

Exchanges

For exchanges, please return the original item following our guidelines. Upon inspection and acceptance, we will process your refund, after which you may place a new order.

Faulty or Defective Products

We comply with the Australian Consumer Law, which provides consumers with certain rights and protections when it comes to faulty or defective products. The law requires that all products sold in Australia must be of acceptable quality, fit for their intended purpose, and match any descriptions or representations made. If a Fuzzy Fort product is found to have a defect or does not meet these requirements, the customer may be entitled to a replacement, or refund. We are committed to ensuring that our products meet the highest standards of quality and safety, and we will work with our customers to resolve any issues that arise under Australian Consumer Law.

If you believe that you have received a defective product, please contact our customer service team as soon as possible. We may ask you to provide photos or other evidence of the defect so that we can assess the issue and determine the best course of action.

Depending on the nature of the defect, we may offer to replace or refund the product. If the defect is minor, we may choose to replace the part or offer you a partial refund. If the defect is major, we will replace the item or offer you a full refund.

Please note that our Faulty Product Policy does not cover:

• Normal wear and tear caused by use, environment or time
• Damage caused by misuse or improper use
• Neglect including failure to protect Fuzzy Forts from the natural elements and/or pets.
• Cosmetic defects, colour fading, minor wrinkles or cracks, which do not affect performance or integrity of a part or the entire product.
• Alteration or modification

For eligible returns, a return shipping label will be prepared by Fuzzy Forts and must be used to label your item. Replacements or refunds for eligible returns will be processed within 5 business days of receipt of the item. 

The refunded amount will be credited to your original payment method, and you will be notified via email upon completion.