Return & Refund Policy

Return & Refund Policy

At Plush & Penny, we aim to provide a clear and fair return process. This policy outlines the conditions under which returns and refunds are accepted.

1. Return Eligibility

We offer a 30-day return window from the date of delivery.

To be eligible for a return, items must:

  • Be unused and in the same condition as received

  • Include original packaging and any included accessories

  • Have proof of purchase (order number or receipt)

Returns that do not meet these conditions may not be accepted.

2. How to Request a Return

To request a return, please contact us at:
support@plushandpenny.com

Please include:

  • Your order number

  • The reason for the return

  • Photos (if the item is damaged or defective)

If your request is approved, we will provide return instructions.
Returns sent without prior authorization may not be accepted.

3. Return Shipping Costs

  • Defective, damaged, or incorrect items:
    If the issue is verified, we will cover the return shipping cost or provide an appropriate solution.

  • Change of mind / non-defective returns:
    Customers are responsible for return shipping costs.
    Original shipping fees (if any) are non-refundable.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect item, contact us within 72 hours of delivery and provide:

  • Your order number

  • Clear photos of the item and packaging

We will review the case and provide a resolution in accordance with this policy.

5. Non-Returnable Items

The following items are generally not eligible for return:

  • Customized or personalized products

  • Items restricted due to safety or regulatory reasons

  • Gift cards

  • Final sale or clearance items (if clearly marked)

6. EU 14-Day Cooling-Off Period

For orders delivered to the European Union, customers have the right to cancel or return their order within 14 days of delivery.

To qualify:

  • Items must be unused and in original packaging

  • Proof of purchase is required

7. Refund Process

Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds:
    Issued to the original payment method

  • Processing time:
    5–10 business days after approval

Additional time may be required by your payment provider.

8. Order Cancellations

Orders may be canceled if they have not yet been processed or shipped.

Once shipped, orders cannot be canceled and must follow the return process.

9. Contact & Business Information

Brand Name: Plush & Penny
Legal Entity: Golden Ascent Ltd

Customer Support Email: support@plushandpenny.com
Customer Service Phone: +852 2796 7513

Business Address:
9 Mercury Street
Eastern District, Hong Kong