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    Refund Policy

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at info@octoplush.store. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at info@octoplush.store.

    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.

    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

    Items on sale are not eligible for refunds. Except if the item arrived damaged.


    Returned to sender
    If your order was marked as “returned to sender”, there was likely an issue with your shipping address that made your order undeliverable. You can check your tracking history for details that might explain what exactly went wrong in this case. 

    These orders eventually make their way back to our warehouse and will be refunded as a return, at which point we will be in touch to update you. This process usually takes around a fortnight but can take longer during busy periods. 

    If your order was returned to us due to an incorrect shipping address, we will only refund 85% the cost of the item(s) and not the initial shipping costs. 

    If your package was returned to sender because you were unable to accept the parcel, we will only refund 85% the cost of the item(s) and not the initial shipping costs. 

    Please note that we're unable to re-deliver once this status has appeared on your tracking link. If you would still like to purchase your chosen products, you will need to process a new order directly through our website. 

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    If you don't like your purchase, we'll refund it. It's that simple.