Return & Refund Policy

At PlushieLand, every cuddly friend is packed and sent with care, and your happiness matters to us. To keep things fair and transparent for everyone, please read the policy below carefully — it applies to all return and refund requests.

Return Window

You have 30 days from the date your order is delivered (based on verified tracking) to request a return. Requests made after this 30-day window are not eligible for a return or refund under any circumstances.

Order Cancellation

You may request a change or cancellation by emailing us at support@plushie.land within 24 hours of placing your order. After this window, your order is sent to fulfillment and can no longer be modified or cancelled.

Please note:

• If you cancel within 24 hours, any payment processing fees are non-refundable.
• Changes to color or size are only possible if they do not affect the final item price.
• If your order includes a promotional discount, cancelling individual items may void the promotion entirely.
• Once a tracking number has been issued, the order can no longer be cancelled under any circumstances.

By placing an order with PlushieLand, you agree to these conditions.

Eligibility for Returns

To be eligible for a return, all of the following must apply:

• The item is unused, unwashed, and in the same condition you received it.
• All original tags, labels, packaging, and accessories are included.
• You provide valid proof of purchase (order confirmation email, invoice, or receipt).
• You provide a clear, uninterrupted video that begins with the sealed package before opening and continues through the full unboxing, clearly showing the issue.

Returns without a valid unboxing video or proof of condition are not eligible for a refund. Items returned without prior authorization will not be accepted.

"Change of mind" returns — including wrong size selection, color preference, or buyer's remorse — are not accepted. Please review all product details and size charts carefully before purchasing.

Return Process

1. Email our support team at support@plushie.land to start a return request.
2. Provide your order number, the reason for return, and an uninterrupted unboxing video and/or photos of the item received.
3. Once approved, we will send you return instructions and the return address.
4. You are responsible for all return shipping costs and for ensuring the item is properly packaged and delivered.

The return address is provided upon approval only and is not listed publicly.

Warranty

PlushieLand offers optional warranty packages. Coverage depends on the plan selected at the time of purchase.

To be eligible for a warranty claim:

• You must have selected a valid warranty plan and retained the order confirmation showing warranty details.
• Claims must follow the conditions stated in the warranty description on the product or warranty listing.

Warranty claims made without a selected plan, or that do not follow its terms, will not be accepted.

Non-Returnable & Non-Refundable Items

We do not accept returns or offer refunds for:

• Sale items, promotional or discounted orders, or items purchased with a discount code. Discount-code orders may be eligible for store credit only, at PlushieLand's sole discretion.
• Orders with free gifts or bonus items (unless all items are returned together).
• Gift cards, and custom or personalized products.
• Orders returned because of an incorrect shipping address provided by the customer, or refusal to accept the package without a valid reason.
• Claims made without a clear, uninterrupted unboxing video or photo evidence.
• "Change of mind" returns, including but not limited to wrong size selection, color preference, or buyer's remorse.
• All purchases made during promotional events (flash sales, seasonal campaigns, limited-time offers) are final and non-refundable, without exception.

Exchanges

To exchange an item, please return the original item following the return process above. Once approved, you are welcome to place a new order separately for the item you'd like. We do not offer direct product swaps.

EU Right of Withdrawal (14-Day Cooling-Off Period)

If your order is shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of delivery without providing a reason. Please note:

• Return shipping costs are the responsibility of the customer.
  
• The item must meet all eligibility conditions above (unused, original packaging, with unboxing proof).
• Refunds are issued after the item is received and inspected.
  

EU customers are encouraged to review all product details carefully before purchasing.

Package Not Received (INR Claims)

If tracking confirms successful delivery to the address provided at checkout, PlushieLand considers the order fulfilled. We are not responsible for lost or stolen packages after confirmed delivery.

In such cases:

• Please file a claim directly with the carrier using your tracking number.
• We will supply all available shipment documentation to support your carrier claim.

By placing an order, you confirm your shipping address is accurate. PlushieLand is not liable for non-delivery caused by an incorrect address provided by the customer.

Damages, Defects, or Wrong Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 72 hours of delivery confirmation.

• US orders: 5–14 business days after order placement
• International orders: 7–14 business days after order placement
• Orders are processed within 1–3 business days before shipment

Disputes or chargebacks filed solely on the basis of shipping duration within these stated timeframes will not be considered valid. We provide full tracking documentation to payment processors when necessary.

Items ship internationally DDU (Delivered Duty Unpaid). All customs duties, taxes, and import fees are the sole responsibility of the customer.

Refund Process

• Once we receive and inspect your return, we will notify you by email whether your refund is approved or rejected.
• If approved, your refund is processed to your original payment method within 10 business days.
• Processing time may vary depending on your bank or card provider.
• PlushieLand reserves the right to offer partial refunds at our discretion where only minor defects are present and a full return is not warranted.

If you haven't received an approved refund after 15 business days, please contact us at support@plushie.land.

Fraud & Dispute Protection

We document and verify every stage of each order to ensure full accountability:

• Order confirmation and product description at the time of purchase
• Shipment details with tracking and proof of delivery
• Internal pre-shipment packaging records
• All customer service communications

Chargebacks or disputes filed without proper evidence, or in contradiction to this policy, will be challenged. We provide complete documentation to payment processors when necessary.

Final Notes

We aim to resolve every concern fairly and with care. For help, email us anytime at support@plushie.land — we're always happy to help you and your new plush friend.

Thank you for choosing PlushieLand.

To support your claim, please include:

• Your order number
• An uninterrupted unboxing video that starts with the sealed package, and/or clear photos showing the issue
• A description of the problem

Without valid visual proof, we cannot process a refund or replacement. Complaints submitted more than 72 hours after delivery confirmation are not eligible for a refund or replacement under any circumstances.

Shipping Timeframes & Disputes

By placing an order with PlushieLand, you acknowledge and agree to the estimated shipping timeframes in our Shipping Policy