Refund Policy

At The Plush Store, we believe in crafting not only elegant and comfortable fashion but also an honest, transparent, and trustworthy customer experience. While we make every effort to ensure your satisfaction, we recognize that there may be instances where a refund is warranted. This standalone Refund Policy is designed to clarify when and how refunds are issued, the conditions they are subject to, and what you can expect from our team.

✅ When Are Refunds Applicable?

Refunds from The Plush Store are available only under specific circumstances that reflect fair business practice. We do not offer refunds for reasons such as change of mind, dislike of color, or personal preference after delivery. Refunds are applicable in the following situations:

1. Damaged or Defective Products

If you receive a product that is damaged, defective, or not as described, you are eligible for a refund after verification.

• You must inform us within 24 hours of receiving the product.

• A clear, unedited unboxing video from the moment the package is opened is mandatory.

• The product must be unused, unwashed, and returned with all original packaging, tags, and accessories intact.

Once the claim is verified by our team based on the unboxing video and inspection, we will initiate a refund to your original payment method or via bank transfer for COD orders.

2. Order Cancellation (Before Dispatch)

• You may cancel your order before it is dispatched.

• If your cancellation request is approved before shipment, you will receive a full refund.

• If the item has already been dispatched, the cancellation request will be declined and you must follow the exchange process (if applicable).

3. Out of Stock Items (Post-Order Placement)

If the product you ordered becomes unavailable before shipping, our team will reach out to you to either -

• Suggest an alternative item of the same value.

• Initiate a full refund as per your preference.

4. Refunds in Case of Exchange with Price Difference

If you opt to exchange a product for an item of lower value, the remaining balance will be refunded to you after we receive and inspect the original item. This applies only after a successful exchange process.

5. Failed Delivery or Serviceability Issues

In case your address is not serviceable by our courier partners and the parcel returns to us, we will offer:

• A full refund

• Or, re-dispatch to an alternative serviceable address (if available)

❌ When Refunds Are Not Applicable

We do not issue refunds in the following cases:

• Products returned without prior communication and unboxing video

• Returns requested after 5 days from delivery

• Buyer’s remorse, such as disliking the color, fit, or fabric after delivery

• Products that have been used, washed, or damaged by the customer

• Orders placed for gift cards, gift-wrapped items, or customized pieces

• Returns or exchanges made after a previous exchange (only credit note will be issued)

• Items bought during clearance sales or at discounted prices marked final sale

• If you fail to provide correct bank details for COD refund within 10 days of request

🧾 Refund Process

The refund process at The Plush Store is methodical and transparent. Here's what to expect:

Step 1: Request Validation

• You must raise a refund request via email (support@theplushstore.com) within the allowed time window.

• Attach the order ID, unboxing video, and clear explanation of the issue.

• Our team will assess the request within 24–48 working hours.

Step 2: Return Shipment (if applicable)

• If your refund is based on a damaged product, you’ll be asked to courier the item to our registered address:

  The Plush Store
  759 Geetanjali Road, Dhalua West, Rajpur Sonarpur
  South Twenty Four Parganas, West Bengal – 700152

• Return courier charges are borne by the customer.

• All returned items must be received in original condition, including tags, invoice, and packaging.

Step 3: Inspection & Approval

• Once we receive the product, our quality control team will inspect the returned item and cross-verify it with the video shared.

• If approved, a refund will be initiated. If rejected, the product may be returned back to you at your expense.

Step 4: Refund Initiation

• Refunds are processed within 5–7 business days of approval.

• Refunds are issued as per your original mode of payment or via NEFT for COD orders.

💳 Refund Methods

For COD refunds, customers must provide:

• Account holder name

• Account number

• IFSC code

• Bank name

Note: We never request sensitive data like OTPs or passwords.

📌 Important Notes

• Refunds will only be processed for items that are returned in their original condition and verified.

• In case of multiple item returns from a single order, each item will be verified individually.

• Refunds will not be issued without submission of an unboxing video.

• If incorrect or incomplete bank information is submitted for COD refunds, The Plush Store is not responsible for failed refund attempts.

🛍 Non-Refundable Components

• Shipping Charges: Non-refundable under any circumstances

• COD Charges: Non-refundable

• Gift Wrap Charges: Non-refundable

📩 Refund Communication

You will receive updates at each stage:

1. Confirmation of refund request receipt

2. Approval/Rejection update

3. Refund initiation confirmation with reference number (if applicable)

If you do not receive your refund after the mentioned timeline, contact our support team with your order ID and refund proof.

🧵 Our Ethos: Transparency & Care

We take pride in being a 100% Indian brand that sources, designs, and manufactures sustainably within India. Every refund processed reflects our commitment to building trust with our community. As a growing ethical brand, we treat every request with integrity while safeguarding the livelihood of the artisans who make our garments.

👩‍💼 Grievance Redressal

In case of unresolved refund concerns, kindly reach out to our Grievance Officer:

Mrs. Pamela Das
Grievance Officer, The Plush Store
Email: support@theplushstore.com
Subject: "Refund Concern – [Your Order ID]"

Thank you for supporting mindful fashion with The Plush Store. Each product you buy is a vote for slow fashion and sustainable choices. We’re honored to walk that journey with you - comfortably, elegantly, and ethically.