Refund policy

RETURN & REFUND POLICY

Returns We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging — along with a receipt or proof of purchase. To start a return, contact us at plushrushe@gmail.com. Items sent back without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. To process a claim, we require clear photo or video evidence of the defect or damage, along with your order number and proof of purchase. Claims submitted without supporting evidence cannot be processed.

Non-Returnable Items We do not accept returns on: perishable goods, custom or personalised products, personal care goods, hazardous materials, sale items, or gift cards.

Exchanges The fastest way to get a replacement is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union — 14-Day Cooling Off Period If your order is shipped into the European Union, you have the right to cancel or return within 14 days, for any reason. Your item must be in the same condition as received, with tags, original packaging, and proof of purchase.

Refunds We will notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 10 business days. Your bank or card provider may take additional time to process and post the refund.

Refunds for Lost or Undelivered Packages

  • Refunds will not be issued for packages marked as successfully delivered by the carrier.
  • If tracking shows delivered but you haven't received your package, please check with neighbours and contact your local carrier first.
  • Refunds will not be issued where an incorrect address, phone number, or contact details were provided at checkout.
  • PlushRush reserves the right to request additional documentation (e.g. a carrier investigation reference) before processing any claim.