Return Policy

1. Returns Overview

At Soft Plushies R Us, we want every customer to love their purchase. If for any reason you are not completely satisfied, we offer a straightforward 30-day return policy from the date your order is delivered.

This policy is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. What Can Be Returned

To be eligible for a return, items must meet the following conditions:

• Returned within 30 days of the delivery date
• In original, unused condition — unwashed and undamaged
• With original tags attached (where applicable)
• In original or equivalent protective packaging

We understand that you need to inspect your plushie properly — just make sure it hasn't been washed, used in a way that prevents resale, or significantly handled beyond what's needed to check it.

3. How to Start a Return

Starting a return is quick and easy:

1. Log in to your account at My Account → Orders
2. Find the relevant order and click "Request a Return"
3. Select the item(s) you'd like to return and choose your reason
4. We'll email you a free prepaid returns label within 1 business day
5. Pack your item securely, attach the label, and drop it at your nearest Royal Mail post office
6. You'll receive an email confirmation once we've received and processed your return

Alternatively, you can start a return by emailing us at returns@softplushiesrus.com with your order number.

4. Refunds

Once your return is received and inspected, we will process your refund:

• Refunds are issued to your original payment method (credit/debit card, PayPal, etc.)
• Processing takes 3–5 business days from when we receive your return
• Your bank or payment provider may take a further 2–5 business days to show the credit
• We will refund the full product price, including any original standard delivery charges
• Express delivery charges are non-refundable unless the item was faulty or incorrectly sent

You'll receive an email confirmation as soon as your refund has been processed.

5. Exchanges

Want to swap your plushie for a different character, colour or size? We're happy to help:

• Exchanges are subject to stock availability
• To request an exchange, contact us at returns@softplushiesrus.com before returning your item
• We'll reserve the replacement item for you and process the exchange once we receive your return
• If the replacement item is of a higher value, you'll be asked to pay the difference
• If it's of a lower value, we'll refund the difference

6. Damaged or Faulty Items

We take great care with quality control, but in the rare event that your item arrives damaged, faulty or not as described:

• Contact us within 48 hours of delivery at hello@softplushiesrus.com
• Please include your order number and clear photos of the damage or fault
• We will arrange a free return and either send a replacement or issue a full refund, whichever you prefer
• You will not need to return the item in some cases — we may ask you to dispose of it responsibly

Your rights under the Consumer Rights Act 2015 are not affected by this policy.

7. International Returns

For customers outside the UK:

• Returns are accepted within 30 days of delivery
• International return postage costs are the responsibility of the customer, unless the item is faulty
• We recommend using a tracked service to ensure your return reaches us safely
• Refunds will be processed in GBP (£); exchange rate fluctuations are outside our control
• Any import duties or taxes paid on delivery are non-refundable by us

8. Exceptions

The following items cannot be returned (except where faulty or not as described):

• Items that have been washed, used or soiled
• Personalised or custom-made plushies (unless faulty)
• Items returned after the 30-day window
• Digital products (e.g. e-gift cards)