Refund policy

At PLUSH RUSH we want you to love your purchase. If something didn’t turn out as expected, here’s how to fix it.

Return window
You have 30 calendar days from the delivery date to request a return. To be accepted, the item must be unused, in the same condition you received it and, preferably, in its original packaging.

How to request a return
Email us at hello.plushrush@outlook.com or call +52 33 1047 8879 with your order number and the reason for the return. We will reply with instructions and the return address. Packages sent without a previously approved request will not be accepted.

Damaged, defective or incorrect items
Please inspect your order when you receive it. If it arrived damaged, defective or is not the item you ordered, contact us within 7 days of delivery with photos or video of the item and the packaging. In these cases we will send you a replacement or issue a full refund at no cost to you.

Return shipping costs
If the return is due to a change of mind, return shipping costs are paid by the customer. If the item arrived damaged, defective or incorrect, we cover that cost.

Exceptions
We do not accept returns of items that are used, washed, damaged by misuse, or missing tags or parts, nor of gift cards. For hygiene reasons, we also do not accept returns of plush toys that show signs of use.

Exchanges
The fastest way to exchange an item is to request a return of the original item and, once approved, place a new order for the one you want.

Refunds
Once we receive and inspect your return, we will let you know whether it was approved. Approved refunds are issued to the original payment method within 5 to 10 business days; how long it takes to show in your account depends on your bank. If more than 15 business days have passed since approval and you don’t see the refund, contact us.

Cancellations
You can cancel your order free of charge as long as it has not shipped. Once shipped, it can no longer be canceled, but you can request a return after you receive it under this policy.

Contact
Email: hello.plushrush@outlook.com
Phone: +52 33 1047 8879