Return and Refund Policy

Last updated: August 10, 2026

Because Fluff Mallows are edible food products, we cannot accept returns or exchanges. All sales are final.

However, if your order arrives damaged, compromised, or with a product-quality concern, we want to make it right.

Allergen information

Allergen information is listed on every product page and on the product packaging. Please check both before ordering, and read the label again when your order arrives.

If a product reaches you with incorrect or missing allergen information, please stop consuming it immediately and contact us right away. This is an eligible issue under this policy and we treat it as urgent.

Eligible issues

You may submit a refund request if your product has an issue such as:

• Broken, opened, or damaged packaging
• A missing or ineffective package seal
• Product contamination or foreign material
• Incorrect or missing allergen or ingredient information
• Irregular colour or appearance
• Irregular taste, texture, or smell
• An expired product
• An incorrect product
• A product damaged during shipping
• Missing products from your order

Minor differences in colour, size, shape, or texture may naturally occur between batches and may not qualify as a product defect.

What to do if there is a problem

If you believe a product may be unsafe or compromised, please stop consuming it.

Use our Return & Refund Form to initiate your request as soon as possible and within seven days of delivery. Please provide:

• Your name and email address
• Your order number
• The affected product
• A description of the issue
• Clear photos of the product and packaging
• A photo of the lot or best-before information, when available

Please keep the affected product and its original packaging until we complete our review. You do not need to ship the product back unless our team specifically requests it.

Submitting a request does not guarantee approval. Each request will be reviewed individually.

How we respond

We will acknowledge your request within (2) business days and give you a decision within (7) business days of receiving all the information we need.

If your request involves a possible food safety concern, such as foreign material, contamination, or an allergen labelling error, please contact us immediately rather than waiting. We will ask you to keep the product and its packaging so we can identify the production lot, and we will review other products from the same lot. Where a food safety concern is confirmed, we may issue a refund to your original payment method rather than store credit.

Store-credit refunds

If your request is approved, the refund will generally be issued as Fluff Mallows store credit.

Store credit:

• Will be sent to the email address associated with the order
• May be used toward a future purchase from Fluff Mallows
• Has no cash value and cannot be exchanged for cash
• Cannot be transferred or resold
• Does not expire

Refund amount

Approved store credit will generally equal the amount paid for the affected product, including applicable taxes.

Original shipping charges are not refundable unless the entire order was damaged, incorrect, or otherwise unusable because of an error by Fluff Mallows or the shipping carrier.

Incorrect or missing products

If your order contains an incorrect product or is missing a product, submit the Return & Refund Form with your order number and a photo of everything received.

Once the issue is confirmed, we may provide store credit or send a replacement at our discretion.

Warm weather and shipping

Fluff Mallows are a soft confection and are sensitive to heat. During warmer months, products may soften or change shape in transit even when packed carefully. Softening, slight flattening, or minor sticking is a normal result of temperature and is not considered a product defect.

If a product arrives melted to the point that it cannot reasonably be eaten, this is an eligible issue and we will make it right.

Please plan to receive your order promptly and bring it indoors as soon as it arrives. We are not responsible for products left in direct sun, in a hot vehicle, or outdoors after delivery.

Shipping damage

Please inspect your order when it arrives. If the shipping box or product packaging is visibly damaged, take clear photos before opening or disposing of anything.

Fluff Mallows is not responsible for damage caused after delivery, including damage resulting from improper handling or storage.

Lost, stolen, or incorrectly addressed orders

Fluff Mallows is not responsible for orders delivered to an incorrect address provided by the customer, or for packages that are lost or stolen after the carrier confirms delivery.

If an order appears to be lost while in transit, please contact us through the Return & Refund Form. We will review the tracking information and help initiate a carrier investigation where appropriate.

Requests that are not eligible

Store credit will not normally be provided for:

• A change of mind
• Personal taste preferences
• Products that have been substantially consumed
• Improper storage after delivery
• Damage caused after delivery
• Requests submitted without reasonable supporting information
• Delivery delays outside our control when the product remains safe and usable
• Minor variations that naturally occur between batches
• Normal softening or change of shape caused by warm weather in transit

Cancellations

Orders may only be cancelled before they enter processing or production. Once an order has been prepared or shipped, it cannot be cancelled or returned.

If we are unable to deliver your order within thirty days of the delivery date we gave you, you may cancel the order and receive a refund to your original payment method, in accordance with Ontario law.

Your legal rights

This policy does not limit any rights or remedies available to you under Ontario's Consumer Protection Act, 2002 or the Sale of Goods Act.

Nothing in this policy removes the implied conditions that our products are of merchantable quality and fit for consumption. Where the law requires a refund to your original payment method, Fluff Mallows will comply with that requirement.

Contacting us

To report a damaged, compromised, incorrect, or missing product, please use our Return & Refund Form. This form is the fastest way for us to collect the information needed to review and process your request.

You can also reach us directly via

• Chat: 
• Web Form: www.fluffmallows.ca/get-in-touch
• Email: hello(at)fluffmallows.ca