Refund policy
Return and Refund Policy
We want you to be happy with your purchase from Billy’s Plushies.
We offer a 30-day return policy for eligible items. This means you may request a return within 30 days of receiving your order, as long as the item meets our return conditions.
Return Conditions
To be eligible for a return under our 30-day return policy, the item must be:
- In the same condition as when you received it
- Unused
- Unopened
- In its original packaging
- Returned in the same protective packaging or parcel condition as it arrived in
- Free from damage, stains, smells, dirt, pet hair, signs of use, or any alteration
We reserve the right to refuse a return if the item does not meet these conditions.
How to Request a Return
To request a return, please contact us at:
Please include:
- Your order number
- Your full name
- The email address used for the order
- The reason for the return
- Photos of the item and packaging, if relevant
Once we receive your request, we will review it and send return instructions if your return is approved.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
Return Shipping Costs
Unless the item is faulty, damaged, or incorrect, the customer is responsible for return shipping costs.
Original shipping costs may not be refundable unless required by law or unless the return is due to our mistake.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used at checkout.
Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.
Items That Cannot Be Returned
We may not accept returns for:
- Items that have been used
- Items that have been opened
- Items not in their original packaging
- Items damaged after delivery
- Items returned without approval
- Items with signs of wear, stains, smells, or dirt
- Custom or personalised items, where applicable
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect item, contact us as soon as possible at:
Please include:
- Your order number
- Photos of the item
- Photos of the packaging
- A short description of the issue
We will review the issue and help find a suitable solution.
Exchanges
We do not guarantee exchanges, as our items are made to order and stock may vary.
If you would like a different item, size, or design, please contact us at:
If an exchange is not possible, you may need to place a new order.
Cancellation Policy
Because Billy’s Plushies products are made to order, we begin processing orders as soon as possible after they are placed.
If you would like to cancel your order, please contact us as soon as possible at:
Please include your order number and the email address used at checkout.
Before Production or Shipping
If your order has not yet entered production or has not yet been shipped, we may be able to cancel it and issue a refund.
After Production Has Started
If production has already started, we may not be able to cancel the order, especially if the item is custom, personalised, or already being prepared.
After Shipping
If your order has already been shipped, it cannot be cancelled. You may still be able to request a return according to our Return and Refund Policy or use your legal right of withdrawal if applicable.