# Refund Policy
We are committed to ensuring that you are fully satisfied with the plush toys you purchase from our website. If you need to initiate a refund or exchange, please adhere to the following policy:
## Refund Conditions
* **30-Day Refund Guarantee**: If you are dissatisfied with your plush toy purchase, you may request a refund within 30 days of receiving the product. Unfortunately, we cannot process refund requests beyond this period.
* **Unused and Undamaged Product**: The product must be in its original condition, unused, unwashed, and undamaged, with all original tags and accessories attached. This allows us to restock the item and ensures it meets our quality standards.
* **Proof of Purchase Required**: To process your refund, please provide a valid proof of purchase, such as an order confirmation email or invoice. This helps us verify your purchase and expedite the refund process.
## Refund Process
* **Contact Customer Service**: Reach out to our customer service team via email at [email address], by phone at [phone number], or through the live chat feature on our website. Inform them of your refund request and provide relevant product information and proof of purchase.
* **Return the Product**: Once we approve your refund request, you will receive instructions for returning the product. Please follow these instructions carefully when sending the product back to us. You will typically be responsible for covering the return shipping costs, unless the product is defective or was shipped to you in error.
* **Refund Processing**: After we receive and inspect the returned product, and confirm it meets the refund conditions, we will process the refund as soon as possible. The time it takes for the refund to appear in your account depends on the payment method used. Credit card or debit card refunds usually take 3 - 5 business days to show up in your account; PayPal or other electronic payment method refunds may take 2 - 3 business days; and bank transfer refunds can take 5 - 7 business days.
## Exchange Policy
If you prefer to exchange an item instead of receiving a refund, we are happy to accommodate this request. The exchange process follows the same conditions and procedures as refunds. When processing an exchange, you may be required to pay additional shipping costs or any difference in price, depending on the price and weight of the new product.
## Exceptions to Refunds
* **Customized Products**: Plush toys that have been customized according to your personal specifications are generally not eligible for refunds or exchanges, unless there is a significant quality issue with the product.
* **Final Sale Items**: Products marked as "Final Sale" during specific promotions or holiday periods may not be eligible for refunds under our standard policy. Please read the relevant descriptions carefully before purchasing these items.
We reserve the right to interpret this refund policy and make reasonable adjustments based on specific circumstances. If you have any questions or special circumstances, please contact us promptly, and we will do our best to assist you.