Refund policy

UK Returns Policy

Change-of-Mind Returns

You have 14 days from the date you receive your order to notify us that you wish to return an item.

Once you have notified us, you have a further 14 days to return the item.

To be eligible for a return, the item must be unused, unopened, in its original condition and packaging, with all tags attached. You must also provide your proof of purchase or order number.

You must contact us at support@plushparadise.co.uk before returning any item. Returns sent without prior notification may not be accepted.

Return postage costs are the responsibility of the customer. We will provide a prepaid Royal Mail return label, and the cost of the label will be deducted from your refund. We recommend keeping proof of postage until your return has been received and processed.

Sensory & Fidget Toys

For hygiene, safety and quality reasons, we cannot accept returns or provide refunds for sensory toys, fidget toys, putties, slime products, stress toys, chewable sensory aids or similar products once they have been opened, used, played with or removed from their sealed packaging.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item is damaged, defective or incorrect.

Please email support@plushparadise.co.uk with your order number and details of the issue. Where appropriate, we may ask for photographs to help us assess the problem.

Non-Returnable Items

We cannot accept returns for gift cards or items that have been used, opened or removed from sealed packaging where the restrictions above apply.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item in accordance with our returns policy and place a new order for the item you require.

Refunds

Once we receive your return, we will inspect the item and confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item. The cost of the prepaid Royal Mail return label will be deducted from your refund.

Please allow additional time for your bank or payment provider to process the refund.

If you have not received your refund after this time, please contact us at support@plushparadise.co.uk.