Politique de remboursement

Return Policy

At PlushThis, we want you to absolutely love your purchase! If for any reason you’re not completely satisfied, we’re here to help with returns. Just reach out to us at help@plushthis.com and we’ll make it right.

Return Window

• You can return items within 20 days of your purchase.

• During the holiday season (from October 31 - December 15), we offer an extended return window of 30 days so you have more time to make sure you love it!

Return Conditions

To process your return smoothly, please ensure:

• The item is in original condition and unwashed.

• The item is in its original packaging with all tags attached.

• The product shows no signs of wear or use.

Non-Returnable Items

There are a few things we can’t accept for returns:

• Items under $10: These are non-returnable.

• Art doll collections: Since these are handmade and customized, we can’t accept them back.

• Final sale items: These are final and can’t be returned.

How to Return

Returning an item is easy! Just follow these simple steps:

1. Reply to your order confirmation email, letting us know which items you’d like to return. If you can’t find the email, no worries! Just reach out to us at help@plushthis.com and we’ll get it sorted.

2. Look out for an email from us with all the return instructions.

3. Ship the item back in its original condition to the address provided in the email. Easy peasy!

Cancellations

• If you’ve already received a tracking number for your order, unfortunately, it’s too late to cancel. Your package has already been handed over to the courier and is currently on its way to you!

• If you need to cancel your order, please contact us as soon as possible at help@plushthis.com. If we haven’t shipped your order yet, we’ll cancel it right away! Cancellations must be requested within 3 hours of purchase because after that, your order may have already been shipped. Just send us an email, and we’ll take care of it as quickly as we can!

Refunds

Once we’ve received your return and inspected it, we’ll let you know if your refund is approved. If it is, we’ll process the refund to your original payment method.

Please allow 1-2 business days for your bank or credit card company to process the refund. Typically, refunds will show up in about 5 business days.

Damaged Items

If your item arrives damaged or incorrect, we want to make it right for you! Here’s how to proceed:

1. Contact us immediately at help@plushthis.com, with your order number and photos of the damaged product.

2. Keep the original packaging and product tags.

Just so you know:

• Shape deformation: Due to shipping pressure, your plush toy may get a little out of shape. Since our toys are soft (not like plastic ones), you can gently massage or fluff them to restore their original shape. If you want to speed up the process, use a hairdryer on a low setting to lightly heat the plush.

• Loose threads: Sometimes you might notice a small loose thread. No worries! This is normal since we leave a 0.4-inch thread allowance to prevent cotton from leaking out. You can just trim any loose threads if you like.

• Product photos: All our products are photographed in real life, and these real photos are the reference. We also use AI-generated design images for some products, but rest assured, we guarantee the product you receive will match the real photos. Discrepancies between the AI images and the real product aren’t grounds for a return or exchange.

If your item is damaged or incorrect, we’ll make sure to take care of it right away and provide a replacement or refund.

Return Shipping

• If the item is damaged or mis-picked, we’ll cover the return shipping costs for you.

• For other returns, the return shipping cost is on the customer. We recommend using a trackable shipping method so you can easily follow the return process.

• If the reason for your return isn’t related to damage or a mistake on our part, the customer will be responsible for both the shipping cost to send the item back and the cost of return shipping.

Wrong Address

If you realize you’ve entered the wrong address, please contact us as soon as possible!  If it’s just a small detail, like a house number error, we can usually assist by reaching out to the courier to make a correction. However, in most cases, address changes are difficult once the package is in transit. They may also slow down the delivery process and could result in extra handling fees charged by the courier.

To avoid this, we kindly recommend double-checking your shipping address after placing your order—either by checking your email confirmation or logging into your account.

While we’ll always do our best to help if an address mistake happens, please note that we’re unable to offer refunds in these cases. Thanks so much for your understanding! 

Packaging

We use vacuum packaging for our plush toys, and the outer packaging is a recycled plastic shipping bag instead of a box. You might wonder why we pack our products this way. Here’s the reason: if you compare our shipping costs to many other brands, you’ll notice ours are lower. This is because, although plush toys are lightweight, shipping companies actually charge based on volume weight, not just the weight itself.

For example, let’s take an 11-inch teddy bear. If we were to use non-vacuum packaging and a cardboard box, the shipping cost would be around $12. But with our simpler, vacuum-sealed packaging, the cost drops to just $7.

We’ve chosen this packaging method to help keep your shipping costs low, but we’re also working on improving our packaging to make it even better without increasing what you pay for shipping. We hope you understand and appreciate our efforts to balance quality and affordability!

We want your experience with PlushThis to be smooth and easy! If you need any help with your return, just give us a shout—we’re happy to assist!