Refund policy

1. Purchases are final once delivered

Diamonds, the monthly card and other digital items are delivered to your island right after payment. Once delivered they are final and are not refunded or exchanged, except in the cases below or where the law of your country says otherwise.

If you live in the EU or the UK: by buying, you ask us to deliver the digital content straight away, and you agree that you lose the 14-day right of withdrawal once it has been delivered.

2. When we refund

Charged twice for the same purchase: we refund the extra charge.

Paid but the Diamonds never arrived: we check the payment and either deliver the Diamonds or refund you.

Charged without permission (for example by a child without a parent's consent): contact us quickly; we look at each case and may refund it and remove the items.

For web purchases, refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank. Purchases made in the Microsoft Store, App Store or Google Play are paid for and refunded through that store under its policies; they use the same Fluff Island account.

3. The monthly card

The monthly card gives Diamonds right away and more Diamonds every day for 30 days, collected in the rewards screen. Each day's Diamonds must be collected on that day; days you miss are not carried over and are not refunded. A new card can be bought once every 30 days.

4. If a purchase is refunded or charged back

A refund or a chargeback of a real-money purchase takes back what that purchase gave: the Diamonds, and the items, passes and extras that came with it. What you have already spent, used or placed is taken back as its value in Diamonds, so your Diamond balance may go below zero until it is paid off.

The first refunded purchase on an account pauses buying with real money (the game still plays normally). The pause lifts by itself 30 days after nothing is owed any more.

A second refunded purchase on the same account blocks the account. A bank's early question about a payment (a dispute inquiry) is only noted and does not pause or block anything; only a completed chargeback or a refund counts.

You may appeal at https://fluffisland.com/appeal. We review appeals individually.

5. How to ask

Email [email protected] with: the date and time you paid, the amount, your Player ID (in the game's Settings, under Account), and the Stripe receipt if you have it. We answer within 3 business days.

Please contact us before opening a dispute with your bank, so we can fix it faster. If a payment is disputed or reversed, we look at it case by case and the items from it may be removed.