Returns & Cancellations – Plush Palz Store

At Plush Palz Store, we want you to be completely satisfied with your Jellycat plush toys. If for any reason you are not happy with your purchase, we offer a straightforward returns and cancellations process to make things easy and stress-free.

1. Cancellations

Orders can be cancelled within 24 hours of placement, provided the item has not yet been processed or shipped. To request a cancellation, please use our online contact form. Once your cancellation is confirmed, any payment you made will be refunded promptly.

If the order has already been processed or shipped, it cannot be cancelled. In this case, you can follow our returns process once you receive your item.

2. Returns Eligibility

We accept returns on most items within 30 days of delivery. Items must be unused, in their original condition, and include all original tags and packaging. This ensures that the plush toys remain in perfect condition for future customers.

Please note that certain items may be excluded from returns for health, hygiene, or safety reasons, such as personalized or limited-edition products. Details regarding eligibility will be provided on the product page.

3. Return Process

To initiate a return, please complete our online return form or contact our customer support team. You will receive instructions on how to send your item back safely.

All returned items should be securely packaged to prevent damage during transit. Customers are responsible for return shipping costs unless the item is defective or we shipped the wrong product.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 5–10 business days.

Please note that original shipping costs are non-refundable unless the return is due to our error or a defective item.

5. Exchanges

Exchanges are available if you wish to swap your plush toy for another item of equal value, subject to availability. To request an exchange, please contact our support team with your order details and the item you would like in exchange.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately through our support form. Include a photo of the issue so we can process your replacement quickly. We will cover shipping costs for replacement items in such cases.