Return Exchange Policy

Return & Exchange Period

You may submit a return or exchange request within 35 days from the date you receive the product.
This period allows you sufficient time to inspect the item and ensures we have reasonable time to conduct inspections and arrange logistics, so that the process can be completed smoothly.

Eligible Return & Exchange Situations

You may request a return or exchange under the following circumstances:

• The product has visible defects or is damaged during shipping;

• Quality issues are discovered under normal use;

• The product has unusual odor, significant color deviation, or differs from the description;

• The product received does not match the item shown in your order;

• You may also request a no-reason return/exchange for other reasonable reasons.

Return Process

1. Contact our customer service team via email or phone, providing your order number, payment proof, reason for return/exchange, and any relevant photos or videos.

2. We will review your request promptly. If approved, we will notify you via your provided contact information and provide the return address.

3. Ship the product back to the specified address and wait for receipt.

4. Once the item is received, we will verify its condition. If it meets the return requirements, we will arrange a refund. For detailed refund information, please refer to our Refund Policy.

Exchange Process

1. Contact us via email or phone to request an exchange, providing your order number, payment proof, and exchange details along with any relevant materials.

2. After review, our customer service will inform you whether the exchange is approved and provide the return address.

3. Send the product to the specified address and wait for verification.

4. Once the product is verified and in good condition, we will arrange shipment of the replacement item within 1–3 business days. For shipping details, please refer to our Shipping Policy.

Refund Details

• Refunds will be returned to the payment card used at the time of purchase (Visa or MasterCard only).

• Depending on the bank, refunds are generally processed within 3–7 business days. If delays occur, please contact us for assistance.

Cost Responsibility

• For returns or exchanges due to product defects, quality issues, odor, color differences, or incorrect items, shipping costs will be covered by us.

• For no-reason returns/exchanges, shipping costs are the responsibility of the customer.

Liability

This policy outlines the conditions, procedures, and cost arrangements for returns and exchanges. It does not guarantee processing time or outcomes.
Delays may occur due to logistics, banking processes, or information errors. We will provide assistance and guidance within reasonable limits.

Contact Information

For assistance or inquiries, please contact Plushfirm:

• Address: 28377 ENCANTO DR APT I101, Menifee, CA, 92586, US

• Phone: +1 (442) 232-9076

• Email: frhelp@plushfirm.com

Online support hours: Monday to Friday, 9:00 AM–12:00 PM and 2:00 PM–6:00 PM (GMT)