Refund Policy

Welcome to PlushFirm (“we,” “us,” or “our”). This Refund Policy explains the conditions under which refunds may be processed, the applicable procedures, and important limitations regarding refund handling. By placing an order through our website, you agree to the terms outlined below.

1. Refund Eligibility

A refund request may be considered under certain circumstances, including but not limited to the following situations:

• You submit an order cancellation request after placing an order, and we confirm that the request meets the applicable cancellation and processing conditions;
• A returned item has been received and inspected, and the refund request has been approved;
• Payment errors or duplicate charges are verified through our order and payment records.

All refund requests are subject to review and approval based on the relevant order information, payment status, and processing records.

Approval of a refund request is determined at our sole discretion in accordance with this policy.

2. Refund Method

Approved refunds will be issued to the original payment method used at the time of purchase.

Currently, refunds are supported for payments made using:

• Visa
• MasterCard

We are unable to issue refunds to alternative cards, accounts, or payment methods.

3. Refund Processing Time

Once a refund has been approved and processed, funds are generally returned within 3–7 business days.

Please note:

• Actual refund arrival times may vary depending on the card issuer or financial institution;
• Processing times during holidays, peak periods, or banking delays may be extended;
• Some financial institutions may require additional time before the refunded amount appears in your account.

If you have not received your refund after an extended period, please contact our customer support team for assistance.

4. Refund Exceptions & Delays

In certain situations, refund processing may be delayed or affected due to circumstances outside our direct control, including but not limited to:

• Payment gateway processing delays;
• Incorrect or incomplete payment information;
• Banking system interruptions;
• Verification requirements;
• Technical or transactional irregularities.

If any issue occurs, customers may be asked to provide:

• Order number;
• Proof of payment;
• Relevant transaction details.

We will make reasonable efforts to investigate and assist with the refund process; however, we do not guarantee a specific completion timeframe in exceptional cases.

5. Non-Refundable Situations

Refunds may not be available in the following circumstances:

• The request does not meet the applicable cancellation or return conditions;
• The product has been used, damaged, altered, or is not returned in its original condition where applicable;
• Incorrect shipping information was provided by the customer;
• Refund requests are submitted outside any applicable processing period;
• Orders affected by suspected fraud, abuse, or unauthorized activity.

Additional restrictions may apply depending on the nature of the order or promotion.

6. Limitation of Liability

This Refund Policy describes the general refund process and applicable conditions but does not constitute a guarantee regarding:

• Refund approval;
• Processing speed;
• Banking completion times;
• Final payment settlement outcomes.

We are not responsible for delays, failures, or losses caused by third-party financial institutions, payment processors, card issuers, or circumstances beyond our reasonable control.

Where applicable, we will provide reasonable assistance and communication to help resolve refund-related concerns.

7. Contact Us

If you have any questions regarding this Refund Policy or require further assistance, please contact us:

PlushFirm Customer Support

Address:
28377 ENCANTO DR APT I101, MENIFEE, CA, 92586, US

Customer Service Phone:
+1 (442) 232-9076

Customer Service Email:
frhelp@plushfirm.com

Service Hours:
Monday to Friday, 9:00 AM – 12:00 PM and 2:00 PM – 6:00 PM (GMT)