Exchange & Return Policy

Welcome to Plush, We are committed to ensuring your shopping experience with us is clear, convenient, and trustworthy at every step. This policy outlines the terms and conditions for exchange and return requests, and the steps to follow should you encounter any issues upon receiving your order, ensuring they are resolved promptly.


What are the exchange and return conditions?

Quality and safety standards of plush dictate that we do not offer the option of replacement or refund simply for a change of preference or wrong choice, but we are committed to fair handling in exceptional cases according to the following conditions:

  • Instant communication: Report any problem with the order during 24 to 48 hours From the date of receipt of the shipment.
  • Product condition: The product must be in its original condition, unused, with its packaging and tags, without any alteration or opening (unless the problem is a defect in the product itself).
  • Proof: Provide proof of purchase (order number) and photos/videos that clearly show the problem or defect when submitting the request.


In what cases can an exchange or refund be given?

Because we don’t offer an exchange or return service .Return or compensation requests are accepted only in the following cases caused by the store's error:

  • Incorrect product received: Receiving a product that is completely different from the product specified in the order invoice.
  • There was an error originating from the store: Such as a lack of order content or an error in implementing the details of approved products.
  • Defect or damage upon receipt: The product arrived damaged or had a manufacturing defect that prevented its proper use.


How do I submit a request for an exchange or return?

If you encounter one of the acceptable situations above, you can easily submit your request through the following steps:

  1. Contacting plush: Contact the customer service team via email or the approved WhatsApp number.
  2. Send data: Please provide us with the order number along with a brief explanation of the defect or problem.
  3. Attach images: Attach photos or a video showing the product, its condition, and the error that occurred.
  4. Review and approve the application: Our team will review the request and confirm the status within a record time.
  5. Replacement/refund format: After confirming the defect, we will provide you with recharge instructions or arrange for a direct replacement to be sent to you.


Who bears the shipping costs?

  • If the error is from plush (wrong, damaged, or non-conforming product): the store will cover all costs of return, reshipment, and shipping of the replacement product at no additional charge to you.
  • If the request is due to the customer's wishes (change of wish, inappropriateness, or wrong choice): The request is not accepted and no shipping fees are charged because the service is not available for personal cases.


Frequently asked questions about exchanges and returns

Can the size or product be exchanged after receipt?

No, please make sure the specifications and measured details are accurate before ordering, as there is no option for exchange or return based on personal preferences.


What should I do if I receive a different or damaged product?

Contact us immediately within 24–48 hours, attaching the order number and photos of the damaged/incorrect product, and we will replace it or compensate you immediately.


Who bears the shipping cost for an approved exchange or return?

plush store will fully cover shipping and return costs only in cases where the defect or error originates from the store.


How long does it take to get a refund in cases where the money is due?

If a refund is approved (due to a store error), the amount will be refunded to the card used.According to the issuing bank.


Can an order placed as a gift be exchanged?

Gifts are subject to the same general store policy and can only be exchanged if they arrive damaged or due to a mistake by the store during preparation.


Your satisfaction and comfort are our priority in plush. If you have any questions about your order or our return and exchange policy, our customer service team is ready and happy to assist you at any time through the store's official communication channels. Contact us now.