Refund policy
Return & Refund Policy
At PlushieBuddy, we want every buddy to arrive ready for cuddles. If something isn't right, we're here to help make it better. Please read our policy below.
This policy is offered in addition to your rights under the Australian Consumer Law (ACL).
Our 30-Day Promise
You have 30 days from the day your order arrives to request a return or exchange.
To be eligible, your plush must be:
- In its original condition — unused, unwashed, and free of odours, stains, or pet hair
- With any original tags and packaging attached
Unfortunately we can't accept returns on items that have been used, damaged through misuse, or returned after the 30-day window.
Faulty, Damaged, or Wrong Items
If your buddy arrives faulty, damaged, or you received the wrong item, we'll sort it out at no cost to you. Just email us within 7 days of delivery with:
- Your order number
- A clear photo (and/or short video) of the issue
We'll arrange a free replacement or a full refund — your choice. You won't need to pay return shipping for faulty or incorrect items.
Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
Change-of-Mind Returns
Changed your mind? No worries — you can return an eligible item within 30 days for a refund or exchange. Please note:
- Return shipping for change-of-mind returns is covered by the customer.
- We recommend a tracked service, as we can't process a refund for a parcel that doesn't reach us.
- The original shipping fee (if any) is non-refundable on change-of-mind returns.
How to Start a Return
- Email us at hello@myplushiebuddy.com with your order number and reason for return.
- We'll reply within 1–2 business days with the next steps and, where applicable, the return address.
- Once we receive and inspect your return, we'll let you know if your refund is approved.
Please don't send items back before contacting us — returns sent without prior approval may not be processed.
Refunds
Once approved, your refund will be issued to your original payment method within 5–10 business days. Depending on your bank, it may take a few extra days to appear on your statement.
If more than 10 business days have passed since we approved your refund and you haven't received it, please email hello@myplushiebuddy.com.
Order Cancellations
Need to cancel? Email us as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and refund you in full. Once an order is on its way, it falls under our standard return process above.
Shipping & Delivery Times
Our plushies are made and shipped with care, and delivery typically takes 7–15 business days (with an Express option at checkout). A parcel isn't considered lost until it has exceeded our maximum delivery window — please allow the full time before requesting a refund for a delayed order.
If your tracking shows no movement beyond our delivery window, contact us and we'll investigate and make it right.
Questions?
We're real people who love plushies and want you to be happy. Reach out any time:
📧 hello@myplushiebuddy.com PlushieBuddy · myplushiebuddy.com
We aim to reply to all enquiries within 1–2 business days.