Refund policy

RETURN AND REFUND POLICY (actualizada)

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, ALL of the following conditions must be met:

  • The item must be in the same condition you received it: unworn, unused, unwashed, and undamaged.
  • All original tags must still be attached.
  • The item must be returned in its original packaging (including boxes, dust bags, and inserts).
  • You must provide the receipt or proof of purchase.
  • The item must not show any signs of use, wear, odor (perfume, smoke, etc.), stains, or alterations.
  • The return request must be submitted within 90 days of delivery, and the item must be shipped back within 14 days of the return being approved.
  • A valid Return Merchandise Authorization (RMA) must be obtained before shipping the item back.

We reserve the right to deny a return, or approve only a partial refund, if these conditions are not fully met. Items that fail inspection upon arrival (showing wear, damage, missing tags, or missing packaging) will be shipped back to the customer at their expense and no refund will be issued.

To start a return, contact us at plushnap@yahoo.com.

If your return is accepted, we will provide instructions on how and where to send your package. Unless the item is defective, damaged, or incorrect, return shipping costs are the customer's responsibility. Items sent back without first requesting and receiving an RMA will not be accepted and will not be refunded.

Damages and issues
Please inspect your order upon reception. Claims for defective, damaged, or incorrect items must be submitted within 48 hours of delivery by contacting us at plushnap@yahoo.com with photos of the item, packaging, and shipping label. Claims submitted after this window may not be eligible for a refund or replacement.

Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (food, flowers, plants), custom or personalized products, and personal care goods (beauty products). We do not accept returns of hazardous materials, flammable liquids, or gases. Final sale items are marked as such at checkout and cannot be returned or exchanged.

We cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to get what you want is to return the item you have, and once accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification. The item must be in the same condition received, unworn or unused, with tags, and in original packaging, along with proof of purchase. Return shipping costs for EU cooling-off returns are the customer's responsibility, as permitted under EU Consumer Rights Directive 2011/83/EU.

Refunds
Once we receive and inspect your return and confirm it meets all eligibility requirements above, we'll notify you of approval status. If approved, you'll be refunded to your original payment method within 10 business days, minus original shipping costs and any applicable restocking fee. Bank/credit card processing may take additional time. If more than 15 business days have passed since approval, contact us at plushnap@yahoo.com.