Return & Exchange Policy
We want every customer to be fully satisfied with their plush toy purchase, which is why we’ve established this clear Return & Exchange Policy to outline the conditions, procedures, and guidelines for returning or exchanging products. This policy applies to all plush toys purchased from our online store, ensuring a fair and seamless process for both customers and our team.
To be eligible for a return or exchange, plush toys must be in their original, unused, undamaged, and resalable condition. This means no stains, odors, dirt, or signs of use, and all original packaging, tags, and protective wrappers must be included. Plush toys that have been used, washed, damaged, or altered will not be accepted for return or exchange. Returns must be initiated within 30 days of the delivery date—requests made after this period will generally not be approved.
Before returning any plush toy, you must notify us to receive return authorization. This step ensures that we can track your return and process it efficiently. Returns sent without prior authorization may experience delays, be refused, or require additional processing time. It is your responsibility to package the plush toy securely using appropriate materials such as the original packaging and a sturdy box to prevent dirt, moisture, or damage during transit. We recommend using the original packaging if possible, as it is designed to protect the item.
Once we receive and inspect your returned plush toy, we will notify you of the approval or rejection of your return. Inspections focus on the condition of the item, completeness of packaging, and adherence to eligibility criteria. If approved, refunds will be processed to the original payment method used for the purchase. Refund processing times vary depending on your payment provider, bank, or card issuer, and may take 3–7 business days to appear in your account.
Shipping costs for returns are generally the responsibility of the customer, unless the return is due to our error—such as shipping a defective, damaged, or incorrect plush toy. In such cases, we will cover reasonable return shipping costs after verifying the error. Original shipping fees are non-refundable unless the entire order is defective or incorrect.
Exchanges are subject to product availability. If the plush toy you wish to exchange for is out of stock, we will offer a refund or an alternative product of similar value. Exchanges follow the same eligibility criteria as returns—items must be unused, in original condition, and returned within the 30-day window. We do not accept exchanges due to customer error, such as incorrect style selection, change of mind, or misreading product descriptions.
Damaged or defective plush toys must be reported within 7 days of delivery to qualify for a replacement or refund. We may request photos of the damage to verify the issue. Normal wear and tear, accidental damage, improper care, washing, or misuse of the plush toy are not covered under this policy.
We reserve the right to refuse returns that do not meet the eligibility requirements. International returns may involve higher shipping costs, longer transit times, and customs fees, all of which are the customer’s responsibility. We reserve the right to update or modify this Return & Exchange Policy at any time, with changes posted on our website. By initiating a return or exchange, you agree to the terms outlined in this policy.