The short version
- Free cancellation any time before you approve your production proof.
- Once you approve the proof, we begin handcrafting your unique item, so it can no longer be cancelled or refunded for a change of mind.
- If it arrives damaged, defective, or materially different from your approved proof, we will remake or refund it.
1. Cancelling before production
You can cancel for a full refund at any point before you approve your production proof. Just email hello@plushify.fun with your order number.
2. Why we cannot refund after approval
When you approve the proof, our makers start creating a one of a kind item that cannot be resold to anyone else. For this reason, approved, in production, and completed custom orders are not eligible for a change of mind refund.
3. The proof is there to protect you
You see an AI preview before you pay, and a production proof before we build the final plush. Your order includes up to 2 rounds of revisions, so you only approve once you are happy. Please review your proof carefully, as it is the design we will make.
4. Damaged, defective, or wrong items
If your plush arrives damaged or defective, or it does not match the proof you approved, contact us within 14 days of delivery with clear photos. If we confirm the issue, we will remake your item at no cost or issue a refund.
5. What is not covered
- Minor handmade variations in stitching, color, or shape.
- Differences from the AI preview, which is an approximate guide as explained in our Terms.
- Customs delays or import fees charged by your country.
- Delivery problems caused by an incorrect address you provided.
- Normal wear after use.
6. Lost in transit
If tracking shows your parcel is lost, or the carrier confirms a loss, we will remake or refund your order. See our Shipping Policy for more.
7. How to request a refund or remake
Email hello@plushify.fun with your order number, a short description, and photos if the item is damaged or incorrect. We aim to reply within 2 business days.
8. Refund method and timing
Approved refunds are returned to your original payment method, typically within 5 to 10 business days after we confirm the refund.
9. Before you start a chargeback
Please contact us first. We genuinely want to make things right, and we can usually resolve an issue faster than a bank dispute.
10. Contact
Questions about refunds? Email hello@plushify.fun.