Politique de remboursement

Returns & Exchanges

We want you to love your plushie. If something isn't right with your order, we'll fix it — quickly and without hassle. Here's everything you need to know. Please be aware that not all items are eligible for returns, including costumes, opened wearable plushies, and furniture items. If you have any questions about return eligibility, please contact us.

Our 30-Day Guarantee

All returns and exchanges must be requested within 30 days of delivery. We'll do our best to make sure you're happy with whatever resolution we reach.

We Cover It — Free Returns for Defects & Errors

If your order arrives damaged, defective, or isn't what you ordered, we'll handle everything at no cost to you. That includes a free return label, a replacement, or a full refund — your choice.

This applies to:

  • Items that arrived with a manufacturing defect
  • Incorrect items sent by mistake
  • Items damaged in transit

To get started, just email us with a photo of the item, the shipping label, and a 5-second video of the damaged product (that you can take with your phone). The shipping label helps us trace what happened and makes the resolution faster for you. Please note that we cannot honor refunds for defects and errors without photographic and video evidence of the damage. Please also be aware that in select cases the customer may be required to pay for return shipping up-front, but shipping costs will be fully reimbursed if the item is found to be defective as claimed.

Items that are returned to us due to not being picked after delivery will be fully refunded minus a 5% processing and restocking fee.

Change-of-Mind Returns

Changed your mind? That's okay. We accept returns within 30 days of delivery for most items in new, unused condition with original packaging intact.

In these cases, return shipping is the customer's responsibility. Once we receive and inspect the item, we'll issue a full refund to your original payment method within 3–5 business days.

Final Sale Items

A small number of products can't be accepted back due to their nature:

  • Plush furniture (chairs, sofas, ottomans)
  • Inflatable costumes
  • Wearable plushies

If you have questions about a specific product's return eligibility before you buy, just ask — we're happy to clarify.

How to Start a Return or Exchange

Email hello@plushieproduce.com with the subject line RETURN or EXCHANGE and include:

  1. Your order number
  2. A brief description of what happened
  3. Clear photos of the item and the shipping label (for defect or damage claims)

We'll get back to you within one business day with next steps.

Order Cancellations

We process orders quickly, so cancellations need to be submitted within 2 hours of purchase. Email hello@plushieproduce.com with the subject line ORDER CANCELLATION and your order number. After that window, your order may already be in fulfillment — but reach out anyway and we'll do what we can.

Questions?

We'd always rather talk it through than leave you frustrated. Email us at hello@plushieproduce.com and we'll respond within one business day.