Eligibility
- Items must be unused, unwashed, and in original condition.
- Packaging (labels, tags, care cards, pouches) must be included.
- Returns must be initiated within 7 days of delivery.
- Custom or personalized items are final sale.
Non‑returnable items
- Custom orders
- Sale or clearance items
Return process - Email info@pouchandplush.ca with your order number and reason for return.
- Once approved, you’ll receive return instructions.
- Items must be shipped back within 7 days of approval.
- Return shipping costs are the responsibility of the customer.
Refunds
- Refunds are issued to the original payment method once the item is received and inspected.
- Please allow 3–5 business days for processing after the return arrives.
- Shipping fees are non‑refundable, except in cases of shop error.
Damaged or incorrect items
If your order arrives damaged or not as expected, contact me within 7 days of delivery with photos. I’ll make it right with a replacement or full refund.
Exchanges
Exchanges are handled as a return + new purchase to ensure accurate inventory and faster processing.
Local returns (Spruce Grove, AB)
Local returns may be eligible for drop‑off—contact me to arrange.