Plush Paws Co – Return & Refund Policy

We want you to feel confident shopping with us. If something arrives and it’s not quite what you expected, we’re here to help. Our returns process is simple and designed to make things as stress-free as possible.

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30-Day Return Period

You have 30 days from the day your order is delivered to request a return.
To keep things fair for everyone, items must be:

• Unused
• In their original condition
• Sent back with the full packaging and any included accessories.

If you’re unsure whether your product qualifies, our support team is always happy to help.

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Return Costs

If the product is faulty or arrives damaged

If your order is:

• Defective
• Damaged in transit, or
• The wrong item was sent —

we’ll cover the return cost entirely.

If you’ve changed your mind

If you ordered the wrong item, the size isn’t quite right, or you simply don’t want it anymore, the return postage will be your responsibility.
Shipping fees are non-refundable for change-of-mind returns.

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How to Start a Return

1. Contact Us:
   Email our team at info@plushpawsco.com with your order number and a brief description of the issue or reason for returning.
2. Prepare the Item:
   Pack the product securely in its original packaging. Please include any tags, manuals, accessories, or extras that came with it.
3. Send It Back:
   Once your return is approved, we’ll send you instructions on where and how to post the item back to us.

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Refunds

Once your return reaches our team, we’ll inspect the item to confirm it meets the return requirements.

• After approval, your refund will be issued to your original payment method.
• Most refunds show up within 5–7 business days, depending on your bank or payment provider.

We’ll email you once your refund has been processed.

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Exchanges

If you’d prefer to swap your item for a different size, style, or colour, just let us know when you contact us. We’ll guide you through the quickest way to get the replacement you want.

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Non-Returnable Items

Due to hygiene and safety standards, certain products cannot be returned. Items that fall under this category will be clearly marked as non-returnable on their product pages.

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Cancellation Period

Orders can be cancelled for a full refund within 24 hours of placement, provided the items have not yet been dispatched. If the order has already been shipped, you may return the unused products within 30 days of delivery to receive a refund under our standard return timeframe.

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Return Procedure

To initiate a return for your pet products, please follow these steps:

1. Contact our customer support team at info@plushpawsco.com with your order number and the reason for your return.
2. Wait for our team to authorize the return and provide the shipping address for our nearest international return facility.
3. Securely pack the items in their original, unused condition with all tags and packaging intact.
4. Ship the package to the provided address and email us the return tracking number so we can monitor its progress.

 

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Damaged Goods

If your order arrives damaged or defective, please notify us within 48 hours of delivery. Email our support team with your order number and clear photographs showing the damage to both the item and the packaging. We will prioritize your case and promptly arrange for a replacement or a full refund. In most cases of severe damage, we will not require you to ship the defective item back to us.

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Shipping Costs

• Customer Responsibility: For change-of-mind returns or cancellations made after the item has dispatched, the customer is responsible for paying all return shipping costs.

• Store Responsibility: Plush Paws Co. will cover all return shipping costs if the return is due to our error. If you receive an incorrect or defective item, we will provide a prepaid return shipping label or fully reimburse your shipping expenses.

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Refund Method

Once your return is received and inspected at our facility, we will send you an email notifying you of the approval or rejection of your refund. All approved refunds are processed automatically back to your original method of payment. Please allow 3 to 5 business days for the funds to securely reflect on your Credit Card, Debit Card, Google Pay, or Apple Pay account, depending on your financial institution's processing times.

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Questions?

If you need help or want more information, feel free to reach out to our customer support team or check our FAQs page. We’re always here to assist.