Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@plushiesonline.co.za. Please note that returns will need to be sent to the address provided after communicating with us via email. Emails will be received between 8am and 5pm Monday to Friday.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

PLEASE NOTE: If product size is the reason of return and the cm size is present on our website, we will still accept your return or exchange given the above conditions of product but, the client will be liable for courier cost and arranging it. We can arrange from our side and send a return waybill but cost will be deducted from the refund amount.

You can always contact us for any return question at hello@plushiesonline.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and jump to refund you or discuss alternatives within 7 days. 

Exceptions / non-returnable items
We can unfortunately not accept returns that is personalised, damaged or without original intact tags.

Exchanges
The fastest way to ensure you get a replacement is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We do not offer exchange of goods, but you are free to place a new order for a preferred item, safe in the knowledge that we will refund you for any returned items. If you wish to replace your returned items for a different item, we will process your new order as quickly as we can.
Please note: we are unable to refund or exchange items that have been personalised.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.We might suggest doing an immediate EFT and will then need your bank details. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@plushiesonline.co.za.

PLEASE NOTE: if you placed an order for shipping within SA borders but paid with your foreign Bank card we can only give you store credit as we are not doing international transactions and we will not be able to do a refund to such a card or international Bank account 

Cancellations

We process your order as quickly as we can to ensure that you are never waiting unnecessarily – please cancel immediately per email to ensure that we can cancel your package before it has been packed. Email hello@plushiesonline.co.za with CANCEL ORDER as subject. Please note that email will be received between 8am and 5pm.

If we receive your cancellation request before the order has been packed by the warehouse team, we will try our best to cancel the order and send you an email to confirm; your card will not be charged. If you paid at checkout using PayPal, we will refund your PayPal account in full. If the order has already been packed, it may not be possible to prevent it from being despatched and charged, but you will still be able to return the order for a full refund.  If you have asked for a cancellation, we will always see if it’s possible and update you with the status of your order.

Returns

We accept returns from you at any time within 14 days of receipt provided that the returned goods are in the same condition and quantity as delivered by us.
The original amount paid for the returned item(s) will be refunded when the return takes place within 14 days.
Refunds are made promptly via EFT

Our return policy does not apply to any items that have been personalized or if incorrect information has been provided to us during the ordering process. If you have received a faulty or damaged item, please contact us directly at hello@plushiesonline.co.za

Cost of Returns Postage

Return costs will be refunded if the original order is returned, with all items. If the full order is not returned shipping costs will not be refunded. Should the item be faulty we will refund both the items and the shipping fee.

If an item needs to be returned without valid reason as stated above and was purchased on a Free Shipping promo, the courier cost will be deducted from the refund if arranged by us for pick-up, Alternatively the client is liable for cost and arrangement of sending the item back to us. 

PLEASE NOTE: if size is the reason of return and the cm size is presented on our website, we will still accept your return or exchange given the above conditions but, the client will be liable for courier cost and arranging it. We can arrange from our side and send a return waybill but full cost will be deducted from the refund amount - note that the shipping cost you pay with us is half of the actual full cost which will be deducted.