Refund policy
Returns & Refund Policy
30-Day Satisfaction Guarantee
At Vuff, we stand behind every product. If you're not completely happy with your custom case, we'll make it right.
Custom Products Satisfaction Guarantee
Since every Vuff case is custom-made just for you from your pet's photo, we have a special guarantee:
✅ 30-Day Satisfaction Guarantee
If you're not happy with your case, you can:
1. NOT SATISFIED If you're unhappy with how your case turned out, we offer:
- A full refund (you cover return shipping)
- OR a free reprint with adjustments to the artwork
2. PROCESS:
- Contact us at vuffus@vuff.us with photos
- We'll review and make it right
- No hassle, no questions
Return Conditions:
- Item must be unworn/unused
- Must be in original condition with original packaging
- Within 30 days of delivery
- Include proof of purchase
How to Start a Return
To start a return or report an issue, contact us at vuffus@vuff.us
Include:
- Your order number
- Photos of the item (if applicable)
- Reason for return
We'll respond within 1-2 business days with next steps.
Return Shipping
Once your return is approved, we'll send you a return shipping label via email with instructions on how to send your package back.
Important: Items sent back without first requesting a return will not be accepted.
Damaged or Defective Items
Please inspect your order upon delivery and contact us immediately if:
- The item is defective or damaged
- You received the wrong item
- The print quality is not as expected
We'll evaluate the issue and make it right — usually with a free reprint or replacement.
Refunds
Once we receive and inspect your return:
- We'll notify you if the refund was approved
- If approved, we'll refund to your original payment method within 10 business days
- Please allow additional time for your bank or credit card company to process the refund
If more than 15 business days have passed since approval, please contact us at vuffus@vuff.us.
Non-Returnable Items
The following items cannot be returned:
- Perishable goods (food, flowers, plants)
- Personal care products (beauty items)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
Note: All custom Vuff cases are covered under our Satisfaction Guarantee above.
Exchanges
The fastest way to get a different design or product is to:
- Contact us about your current item
- Once approved, place a new order for the item you want
- We'll process both the return and new order together
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.
Your item must be in the same condition as received — unworn, unused, with tags, and original packaging.
Questions?
Have questions about returns, exchanges, or our satisfaction guarantee?
Contact us: vuffus@vuff.us
We're here to help and want you to love your Vuff case. 🐾