Refund policy

Plush Lab Refund Policy

Overview

  • We do not offer refunds or non-defective exchanges.
  • We only replace items that arrive defective or become defective under normal use within the policy window.

Eligibility for defective item exchange
To qualify for an exchange due to a defect:

  • Timeframe: Notify us within 30 days of delivery.
  • Condition: The issue must be a manufacturing defect (e.g., torn seam on arrival, faulty zipper, abnormal foam collapse) and not damage from misuse, improper care, or normal wear and tear.
  • Proof: Provide your order number, a description of the defect, and clear photos or a short video.
  • Original packaging: Please retain original packaging until your claim is resolved, as we may require it for inspection or return shipping.

What’s not eligible

  • Change of mind, dislike of feel/firmness/loft, or ordering the wrong item/size.
  • Normal wear and tear, accidental damage, stains, odors, or damage from improper care.
  • Clearance/final sale items (if applicable).
  • Items without proof of purchase or outside the 30-day window.

Process for defective exchanges

  1. Contact us: Email plushlab.co@gmail.com with subject “Defective Exchange Request – Order #[number]”.
  2. Review: Our team will assess your claim within 2–3 business days and may request additional information.
  3. Return authorization: If approved, we’ll issue an RMA and a prepaid return label (where applicable).
  4. Exchange shipped: Once the defective item is received and inspected, we will send a replacement of the same model. If the original item is out of stock, we will offer:
    • A replacement when back in stock, or
    • An equivalent item of equal value, at our discretion.

Shipping costs

  • For approved defective exchanges, Plush Lab covers return and replacement shipping within [your shipping regions].
  • For non-approved returns or items sent back without authorization, we cannot reimburse shipping and may refuse the package.

Hygiene and safety
For hygiene reasons, used pillows cannot be returned unless there is a verified manufacturing defect. Please use a clean pillowcase and follow care instructions during your evaluation period.

Order cancellations

  • You may cancel an order before it ships for a full refund. Once shipped, the order follows the policy above.

Warranties

  • Our products are covered by a limited warranty against manufacturing defects for 1 year from delivery. This policy outlines the exchange process within the initial 30-day window; warranty claims after 30 days follow our warranty terms. Contact support for details.

How to reach us

Legal notes

  • This policy applies to purchases made at plushlab.com only.
  • Your statutory rights are not affected. Local consumer laws may provide additional protections, including remedies where goods are not of satisfactory quality or fit for purpose.

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