Returns & Refunds Policy
Last updated: 5 September 2026
At PLUUSH, we want you to be happy with your purchase. If something isn't right, eligible items can be returned within 14 days of delivery.
14-Day Returns
You have 14 days from the date your order is delivered to request a return.
To be eligible for a return, your item must:
- Be returned in the same condition in which you received it
- Be unused and free from damage, marks, stains, odours or signs of wear
- Include the original accessories, cables and any other components supplied with the product
- Be returned in its original packaging where reasonably possible
- Include proof of purchase or your PLUUSH order number
Please do not send an item back before contacting us and receiving return instructions.
How to Start a Return
To request a return, contact us through our Contact Us page within 14 days of receiving your order.
Please provide your:
Order number, name, email address used for the order, and reason for the return.
If your return is accepted, we'll provide instructions explaining where and how to return your item.
Items returned without first requesting a return may not be accepted.
Free Returns
For eligible returns, PLUUSH provides free return shipping.
Once your return request has been approved, we'll provide the appropriate return instructions.
The original delivery charge, if one was paid, may not be refundable except where required by applicable consumer law.
Faulty, Damaged or Incorrect Items
Please inspect your PLUUSH when it arrives.
If your product is damaged, defective or different from what you ordered, contact us as soon as possible and provide your order number along with clear photographs or video showing the issue where appropriate.
We'll assess the issue and arrange an appropriate solution, which may include a replacement or refund.
Your statutory rights for faulty or misdescribed goods are not affected by this 14-day returns policy.
Items That Cannot Be Returned
We may be unable to accept a return where an item:
- Has been used beyond what is reasonably necessary to inspect it
- Has been damaged after delivery
- Is missing supplied components or accessories
- Shows significant signs of wear, misuse, staining or alteration
- Is returned outside the applicable return period without prior agreement
Nothing in this section limits any rights you may have under applicable consumer law.
Exchanges
If you'd like a different PLUUSH colour, please contact us.
Where possible, we'll help arrange an exchange. Availability cannot be guaranteed, so in some cases the quickest option may be to return the original item and place a new order.
Refunds
Once your return has been received, we'll inspect it and let you know whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
After we issue the refund, your bank or payment provider may require additional time to process and display the funds in your account. Processing times vary between payment providers and are outside our control.
Order Cancellations
If you change your mind shortly after placing an order, contact us as soon as possible.
We'll try to cancel the order before it enters fulfilment, but we cannot guarantee cancellation once processing has begun.
If your order has already been dispatched, you'll need to receive it first and then follow the return process above.
UK Customers — Your Consumer Rights
Our returns policy operates alongside your rights under UK consumer law.
For most online purchases, UK consumers generally have a legal right to cancel within 14 days after receiving the goods, subject to applicable exceptions. After notifying the retailer of cancellation, there are separate legal requirements concerning returning the goods and issuing the refund.
Your statutory rights regarding products that are faulty, damaged or not as described are also unaffected by this policy.
International Customers
Our standard 14-day return request period applies to eligible PLUUSH orders internationally.
Depending on where you live, local consumer protection laws may provide additional rights. Nothing in this policy is intended to exclude rights that cannot legally be excluded.
Need Help?
If you're unsure whether your order qualifies for a return, contact us through our Contact Us page with your order number and we'll help.
PLUUSH
Cosy, with peace of mind.