Return windows by product type
| Product / order type | Return window | Warranty |
|---|---|---|
| Retail plush toys (every category in the catalog) | 30 days from delivery — unused, in original packaging | 12 months on manufacturing defects |
| Wholesale (from 20 units) / OEM orders | Per the proforma invoice — separate terms apply | |
How to submit a request
To start a return or exchange: Email us at [email protected] — we answer within one business day. Phone or WhatsApp: +86 158 1406 2963. Include your order number, the model (product name) and the reason for the return.
Processing time — step by step
- We reply with an RMA number and the return address — usually within 1 business day of your request.
- You ship the parcel with the RMA number clearly marked and share the tracking number with us.
- We inspect the return on arrival.
- The refund is issued to your original payment method within 5 business days of the parcel arriving at our warehouse.
Refund paths & when the money arrives
Refunds are issued to your original payment method within 5 business days of the return arriving at our warehouse:
- Credit / debit card: refunded to the same card; issuing banks typically post it 3–10 business days after we issue it.
- PayPal: refunded to your PayPal balance, usually within 1 business day of issue.
- Bank transfer: refunded by bank transfer — include your account / IBAN details when requesting the RMA.
If a refund has not appeared within 10 business days of our issue confirmation, contact us with your order number and we will provide the acquirer reference number (ARN) so your bank can trace it.
Who pays return shipping
- Defective / wrong item: we pay.
- Change of mind: buyer pays.
There is no restocking fee; the only cost is return shipping where the buyer pays it.
Cancelling before dispatch
If your order has not shipped yet, we cancel and refund it in full — no return needed.
Defects and transport damage
Manufacturing defects within 12 months are repaired or replaced at our cost, including return shipping. Send a short video or photo of the issue — most cases resolve without a return. For damage visible on arrival, contact us within 7 days of delivery with photos of the product and the packaging.
Non-returnable situations
We cannot accept a return where the plush was damaged by misuse (including machine-washing or tumble-drying), by unauthorized repair or modification, or where the sewn-in labels have been removed.
Exchanges
The fastest way to get a different model or color is to return the item and place a new order; we can also arrange a swap for defective units — subject to stock.
Questions about a refund?
Email us at [email protected] — we answer within one business day. Phone or WhatsApp: +86 158 1406 2963.