Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We generally do not provide change-of-mind refunds or returns, notwithstanding our obligations under the Australian Consumer Law.

To initiate a refund, return or exchange, please reach out to us via our support page or by email at support@plushiplushi.com. Please provide your order number, the item(s) concerned, and a description of the issue or reason for initiating a refund, return or exchange.

Once we have received your request, we will provide further instructions. Please do not send items to any return addresses on your parcels without contacting us with the information above as this can result in significant delays with the process or in the items being discarded.

Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We do not provide refunds/returns on gift cards, notwithstanding our obligations under the Australian Consumer Law.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please reach out to us.

Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.