Refund policy

UK Returns Policy

Change-of-Mind Returns

You have 14 days from the date you receive your order to tell us you'd like to return an item, and a further 14 days from then to send it back.

Please contact us at support@plushparadise.co.uk before returning anything, so we can log your return and process it quickly.

You're welcome to open and inspect items as you would in a shop. Please take reasonable care of them, as we may reduce your refund to reflect any loss in value caused by handling beyond what's needed to check the item. Please return items with their original packaging and tags where possible, along with your order number or proof of purchase.

Return postage is the customer's responsibility for change-of-mind returns. We'll provide a prepaid Royal Mail return label and deduct its cost from your refund. Please keep your proof of postage until your return has been received and processed.

Sensory & Fidget Toys

For hygiene, safety and quality reasons, we're unable to accept returns or provide refunds for chewable sensory aids, putties, slimes and similar products once the sealed packaging has been opened. This exclusion applies only to change-of-mind returns and does not affect your statutory rights where an item is faulty, damaged or not as described.

Mystery and Blind Box Items

Blind boxes, mystery capsules and blind bags contain a randomly selected item. The specific character or design you receive cannot be chosen, requested or guaranteed, and duplicates are possible. This is clearly stated on every product listing before purchase.

Receiving a character you didn't want is not a fault, and these items are not eligible for exchange. If you cancel within 14 days under your statutory rights, you may return the item, but because an opened blind box cannot be resold as a sealed product, we will reduce your refund to reflect the loss in value, which in most cases means little or no refund is payable. Unopened, sealed blind box items in original condition can be returned in the usual way.

If the item arrives damaged, faulty or incomplete, your rights are unaffected and we'll put it right.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives and contact us as soon as you can if anything is damaged, faulty or incorrect. Email support@plushparadise.co.uk with your order number and details of the issue, and we may ask for photographs to help us assess it.

If an item is faulty, damaged or not as described, you have the right to reject it for a full refund within 30 days of delivery. We cover return postage for faulty, damaged or incorrect items, and the cost of the return label will not be deducted from your refund.

Non-Returnable Items

We cannot accept returns for gift cards, or for the sealed hygiene items listed above once they've been opened.

Exchanges

We don't offer direct exchanges. If you'd like something different, please return the original item in line with this policy and place a new order.

Refunds

Once your return reaches us we'll inspect it, usually within 3 working days, and let you know whether your refund has been approved.

Approved refunds are issued to your original payment method within 14 days of us receiving the item back. For change-of-mind returns we'll refund the price you paid for the item plus the standard outbound delivery cost from your original order, less the cost of the prepaid return label. Where a refund is due because an item was faulty, damaged or incorrect, you'll receive the full amount including all delivery costs.

Please allow a little extra time for your bank or payment provider to process the payment. If your refund hasn't arrived after that, please contact us at support@plushparadise.co.uk.