Refund policy

Return & Exchange Policy

EU Consumer Right of Withdrawal (14-Day Cooling-off Period)

For customers residing in the European Union, you hold a statutory 14-day cooling-off period starting from the day you receive your goods. Within these 14 days, you may return standard non-customized products for any personal reason without penalty, subject to the following conditions:
  • Goods must be unused, unwashed, intact with original packaging and tags
  • You shall bear the return shipping fee for voluntary withdrawal due to personal preference.
Statutory Legal Disclaimer: Pursuant to Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the 14-day statutory right of withdrawal shall NOT apply to goods made to the consumer’s individual specifications or clearly personalised custom-made items.

General Non-Refundable Rule for Standard Goods

All sales are final for sanitary and quality control reasons outside the EU cooling-off period. We do not accept returns or exchanges solely for change of mind, wrong size selection or personal preference after the EU 14-day cooling window expires.
All plush toys and matching accessories undergo strict quality inspection before dispatch. Returns, replacements or partial refunds will only be granted in the following scenarios:
  • Goods arrive broken, defective, or with confirmed manufacturing quality flaws;
  • Received items differ materially from the descriptions, photos and specifications displayed on our product page.

Custom Product Specific Disclaimer (Order Cancellation & Return)

Custom-designed personalised items are produced exclusively per your submitted specifications:
  1. Once sample confirmation, mold opening or mass production commences, order cancellation requests will NOT be accepted under any circumstances;
  2. After production starts, no full/partial refund will be issued for voluntary customer cancellation.
Statutory Legal Basis: Pursuant to Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), custom personalised goods are permanently excluded from the EU 14-day cooling-off withdrawal right and general return/exchange service, except for verified factory manufacturing quality defects confirmed upon delivery.

How to Submit a Return Request

If you receive defective or misrepresented goods, please reach out to our support team within 7 calendar days after delivery and provide the below materials:
  • Your full order number
  • Clear photos or unedited videos that fully record the product defect or discrepancy
  • A short written description explaining the issue
Our team will assess your claim and send a formal reply within 24–48 working hours. Once your request is approved, we will arrange a free replacement or issue a partial refund as agreed.

Non-Returnable Items List

  • All custom-designed personalized products (no post-production cancellation or voluntary returns)
  • Items that have been worn, washed, stained, damaged or modified by the buyer
  • Return parcels sent back without prior written approval from our customer service
  • Sanitary plush accessories that have been unpacked and used

Shipping Cost Liability

Buyers cover all return shipping expenses for voluntary returns (EU 14-day cooling-off withdrawal / personal preference).

We will take full responsibility for return delivery fees if the return is caused by our store’s fault: wrong item shipment, factory quality defects or severe misdescription.

Refund Processing Timeline

After we receive and complete inspection of your returned parcel, all eligible refunds will be processed within 3–7 business days and credited back to your original payment account.