Refund policy

30-Day Return and Resolution Period

We offer a 30-day return and resolution period beginning on the date your order is delivered.

Customers must contact us within 30 days of delivery to report a problem, request a return, or explain their dissatisfaction.

Depending on the circumstances, an approved resolution may include:

  • A replacement
  • Store credit
  • A partial refund
  • A full refund

Submitting a request does not automatically guarantee a full refund. Each request is reviewed individually based on the condition of the product, the reason for the request, available evidence, and applicable consumer-protection laws.

To request assistance, contact info@plushhie.com and include:

  • Your order number
  • The email address used to place the order
  • A description of the issue
  • Clear photographs or videos where the item is damaged, defective, incorrect, or materially different from what was ordered

Return Eligibility

For a change-of-mind return, the item must:

  • Be unused, unworn, and unwashed
  • Be in the same condition in which it was received
  • Be returned in its original packaging
  • Include all original tags and accessories
  • Include proof of purchase

Items showing signs of wear, washing, alteration, misuse, damage caused by the customer, or missing parts may not qualify for a full refund.

Return Authorization

All returns must be approved before they are sent.

Do not return an item to the address shown on the original shipping package. Our authorized return address may be different from the fulfillment or sender address.

When a return is approved, we will provide:

  • Return instructions
  • The appropriate return address
  • Any additional information required to process the return

Packages returned without authorization may be refused or may not be eligible for reimbursement.

Order Cancellations

Because many Plushhie™ products are made after an order is placed, production may begin shortly after purchase.

Cancellation requests should be submitted within 12 hours of placing the order. We will make every reasonable effort to approve the cancellation, but cancellation is not guaranteed once production has started.

Orders that have already been dispatched cannot be cancelled and must follow the applicable return process after delivery.

This cancellation policy does not limit any cancellation or refund rights required by applicable law, including rights that may apply when we cannot dispatch an order within the stated processing timeframe.

Made-to-Order and Personalized Products

Many of our products are produced specifically after an order is placed.

Products that are personalized, altered, printed, engraved, sized, designed, or otherwise produced according to a customer’s individual specifications may be considered final sale where permitted by law.

Personalized products are not eligible for change-of-mind returns unless they:

  • Arrive damaged
  • Arrive defective
  • Are materially different from the approved design or product description
  • Are not the item ordered

Products that are merely produced after purchase but are not personalized to the customer remain subject to this policy and applicable consumer rights.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

Contact us as soon as possible, preferably within seven days of delivery, if your item is:

  • Damaged in transit
  • Defective
  • Incorrect
  • Missing an item
  • Materially different from its product description

Photographs or videos may be required so we can confirm the issue.

When we confirm that the item is damaged, defective, or incorrect, we may provide a replacement, partial refund, or full refund depending on the circumstances. We will cover reasonable return costs when a return is required because of our error or a confirmed product defect.

This reporting recommendation does not limit any statutory rights that apply in the customer’s country.

Change-of-Mind Returns

Approved change-of-mind returns are generally subject to the following conditions:

  • The customer is responsible for return shipping costs.
  • The return must use a trackable shipping service.
  • The customer is responsible for the package until it is delivered to the authorized return address.
  • Original express or upgraded shipping charges are not refundable.
  • Standard outbound shipping will be refunded only where required by applicable law.
  • Any customs duties, import taxes, or handling charges paid directly to third parties are not refundable by us.

A refund will not be issued for a return that is lost in transit and cannot be verified through tracking.

Shipping Delays

Production and delivery dates are estimates unless a delivery date is expressly described as guaranteed.

A shipping delay does not automatically qualify an order for an immediate refund after it has been dispatched and remains actively in transit.

When an order has not yet been dispatched and we are unable to meet the latest stated processing timeframe, we will provide an updated estimate and any cancellation or refund options required by applicable law.

If a carrier confirms that a shipment has been lost, we will offer an appropriate replacement or refund.

Packages Marked Delivered but Not Received

When tracking shows that an order was delivered but the customer cannot locate it, the customer should:

  • Confirm the shipping address on the order
  • Check with household members and neighbours
  • Check safe locations around the property
  • Contact the local carrier or delivery office
  • Contact us as soon as possible, preferably within seven days of the delivery scan
  • We will assist with a carrier investigation where appropriate.

Proof of delivery to the address entered at checkout will be considered when reviewing the claim. However, this does not limit any rights available under applicable law.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

Address-change requests must be submitted as soon as possible. We cannot guarantee that an address can be changed after production or fulfillment has started.

If an order is delayed, returned, lost, or delivered incorrectly because the customer supplied an incomplete or incorrect address, additional shipping charges may apply. Refunds in these situations may exclude shipping and return-to-sender costs where permitted by law.

Refused and Unclaimed Packages

Packages refused at delivery or left unclaimed may be returned to the sender.

After the package is received and inspected, the customer may choose:

  • Reshipment after paying the new shipping charge
  • An eligible refund, less unrecoverable shipping or return-to-sender costs where permitted by law

Personalized items remain subject to the personalized-product terms above.

Non-Returnable Items

The following products are not eligible for change-of-mind returns where permitted by law:

  • Products made to the customer’s individual specifications
  • Clearly personalized products
  • Gift cards
  • Perishable goods
  • Products damaged through misuse or improper care
  • Opened sealed goods that cannot be returned for health or hygiene reasons
  • Items that have been worn, washed, altered, or used

Sale items and post-purchase offer items are not automatically excluded from this policy. They are non-returnable only when they fall within one of the permitted exclusions above.

Partial Refunds

A partial refund may be offered when:

  • The customer wishes to keep an item with a minor issue
  • The product has decreased in value because of use, damage, missing packaging, or missing accessories
  • Both the customer and Plushhie™ agree that a partial refund is the most appropriate resolution

A partial refund will not be issued without the customer’s agreement when the customer is legally entitled to another remedy.

Refund Processing

Once an authorized return has been received and inspected, we will notify the customer whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days for us to process an approved refund. Banks and card providers may require additional time to post the funds.

If more than 15 business days have passed since we confirmed that your refund was issued, contact info@plushhie.com.

Payment Disputes and Chargebacks

We encourage customers to contact us at info@plushhie.com before opening a payment dispute. We aim to respond to order-related concerns within two business days and will make a reasonable effort to resolve the matter directly.

Once a chargeback or payment dispute has been opened, the payment provider may prevent us from issuing a direct refund while the dispute remains active. The issue may then need to be handled through the customer’s bank or payment provider.

This section does not restrict a customer’s legal right to contact their bank or payment provider.

European Union and United Kingdom Customers

Nothing in this policy limits statutory consumer rights.

Customers purchasing eligible non-personalized products online may have a legal right to cancel within 14 days of delivery without providing a reason. Additional deadlines may apply for returning the product after cancellation.

The customer may be responsible for change-of-mind return postage where this was disclosed before purchase.

The right to cancel may not apply to products made according to the customer’s specifications or products that are clearly personalized. These exceptions do not remove legal rights relating to faulty, damaged, incorrect, or misdescribed products.

Contact Information

For returns, cancellations, delivery concerns, or refund questions, contact:

Email: info@plushhie.com