Last Updated: 04.04.2025

Thank you for shopping at The PLUSHLY. We want you to be fully satisfied with every purchase you make. Please read our Refunds & Returns Policy carefully before making a purchase.

1. Legal Framework & 14-Day Return Right

We adhere to the Austrian Consumer Protection Act (Konsumentenschutzgesetz – KSchG, BGBl. Nr. 140/1979) and the Austrian Distance and Off-Premises Transactions Act (Fern- und Auswärtsgeschäfte-Gesetz – FAGG, BGBl. I Nr. 33/2014). Under these laws, you have the right to cancel and return your order within 14 days of receiving your goods, without providing a reason.

• How to exercise your right: To initiate a return, you can contact our Customer Support at hello@theplushly.com.
• Deadline: You must notify us of your intention to return the product(s) within 14 days of the delivery date.

2. Condition of Returned Items

To be eligible for a return or refund, items must be returned in pristine condition, which includes the following criteria:

• Toy(s) in their original condition
• Original tags attached
• Original cotton bag
• No signs of damage, or use

We reserve the right to inspect all returned items. If the returned product does not correspond to the original condition (e.g., shows signs of use, damage, missing components, or missing tags), we may make a deduction in your refund or we will not process the return. When it comes to the latter, we will return the item(s) to you at your own cost and will not issue a refund.

3. Refund Processing

• Timeline: Once the returned item(s) arrive at our warehouse, we will inspect them. If approved, we will issue a refund within 14 business days and notify you accordingly.
• Method of Refund: All refunds will be issued to the original payment method used at checkout, unless otherwise agreed upon.
• Partial Refunds: If the returned items show minor signs of wear or damage but are still in a resalable condition, we may, at our discretion, offer a partial refund rather than rejecting the return outright. The amount that can be refunded depends on the saleable value of the product, and in certain cases this may mean that only the freight charges can be refunded. We recommend that you return the article in its original packaging - cotton bag(s) and a cardboard box. If the original packaging (i.e. cotton bag(s)) is missing, it may reduce the value of the product(s).

4. Return Shipping & Fees

• Return Shipping Cost: The cost of returning the product(s) is the responsibility of the customer.
• Shipping Method: You are free to select any delivery method that suits your preference. We recommend choosing a trackable service to ensure that the package reaches us safely. We are not responsible for any returns lost in transit and you would need to resolve the case with the delivery provider chosen by you.
• Non-Refundable Shipping Charges: Original shipping costs (if applicable) are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item sent).

5. Return Address

Please ship all approved returns to the following address:

The PLUSHLY e.U.

Neulinggasse 15/13

1030 Wien (Vienna)

Österreich (Austria)

Kindly include your order confirmation or invoice inside the package for faster processing.

6. Defective or Damaged Products

If you received a defective or damaged product, please contact us at hello@theplushly.com within 48 hours of delivery. We will guide you through the return or exchange process. In such cases, any additional shipping costs will be covered by us.

7. Exchanges

Currently, we may not offer direct exchanges. If you wish to exchange a product, you can return it under the terms outlined above and place a new order for the item you want.

8. Contact Information

If you have any questions or concerns about our Refunds & Returns Policy, please reach out to us:

• Email: hello@theplushly.com

We are here to assist you and ensure a smooth return experience.