Refund policy
30-day guarantee
If you're not happy, you have 30 days from delivery to contact us at hello@getplushly.com.
Damaged, faulty or wrong item
Send us a photo and we'll replace it or refund you in full. No need to send anything back.
Changed your mind
Items must be unused, in original packaging. Return shipping is at your cost. Once we've confirmed the item's condition, we'll refund the purchase price.
Chewed, used, or dog-tested items
We can't accept returns on toys or apparel your dog has already used — for hygiene reasons. If a toy failed unreasonably quickly, tell us anyway. We'd rather sort it out than argue.
Non-returnable
- Items damaged by normal chewing or wear
- Anything returned after 30 days
- Sale items marked final
Refund timing
Refunds go back to the original payment method within 5-10 business days of approval. Your bank may take a few days more to show it.
Cancellations
Email us within 12 hours of ordering and we'll cancel and refund in full. After that it's usually already with the fulfilment team.
How to start a return
Email hello@getplushly.com with your order number and, if relevant, a photo. We reply within 24 hours on business days.