Refund & Return Policy

Return & Refund Window

We offer a 30-day return and/or refund policy, which means you have 30 days from the date you receive your item to request a return or refund.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition as received
  • The item must include original tags and original packaging
  • Proof of purchase is required

We reserve the right to refuse returns that do not meet these conditions.

How to Start a Return

To request a return, please contact us at info@octoplush.store.

Approved returns must be shipped back to Slovenia (Europe). Detailed return instructions will be provided after your request is approved.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer for all change-of-mind or dissatisfaction returns (including size expectations).
  • Return shipping costs are only covered by us if the item is defective, damaged, or incorrect.
  • International return shipping can be expensive. We strongly recommend checking return shipping costs with your carrier before proceeding.

Refunds

  • Once we receive and inspect your return, we will notify you whether your refund is approved.
  • If approved, refunds will be issued to the original payment method within 10 business days.
  • Banks and card issuers may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@octoplush.store.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us immediately at info@octoplush.store. We will evaluate the issue and provide a free replacement or refund as appropriate.

Change of Mind / Dissatisfaction

If you wish to return an item due to personal preference or dissatisfaction (for example, the item appears smaller or different than expected but is not defective):

  • Returns are accepted only if the item meets our eligibility criteria
  • Return shipping costs are the customer’s responsibility
  • Refunds will be processed after the item is received and inspected

Replacement Product Policy

Once a replacement item has been sent, the order becomes final.

Returns or refunds are not available after a replacement has been delivered. We consider the matter resolved once a replacement is successfully sent.

Exchanges

The fastest way to receive a different item is to:

  1. Return the original item (if eligible)

  2. Place a new order for the desired product

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason.

Conditions:

  • Items must be unused, unworn, with tags, and in original packaging
  • Proof of purchase is required
  • Return shipping costs are the customer’s responsibility, unless the item is defective or incorrect

Order Cancellations & Changes

Cancellations or order changes (quantity, color, size, shipping address) are accepted before the order enters fulfillment.

If the order has already entered fulfillment:

  • We will attempt to cancel the order
  • A 30% cancellation fee may apply to cover committed processing and handling costs

Cancellations are not guaranteed once fulfillment has started.

Returned-to-Sender Orders

If an order is returned due to:

  • An incorrect or incomplete shipping address
  • Failure to accept or collect the package

The refund will include only the item cost. Original shipping fees are non-refundable.

Returned-to-sender orders cannot always be re-shipped.

Order Pick-Up Responsibility

Once an order has been successfully delivered, it is the customer’s responsibility to retrieve the package promptly.

We do not provide refunds for orders that were delivered but not picked up.

Non-Returnable Items

The following items are non-returnable:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Hazardous materials, flammable liquids, or gases
  • Mystery Boxes

If you are unsure whether your item qualifies for return, contact us at info@octoplush.store.

Contact

For all return or refund questions, please contact:

info@octoplush.store

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