Custom plush is made-to-spec, not stock. Unlike retail products, we cannot accept "change of mind" returns once production begins — the goods have no secondary market.
This policy covers (a) defect claims — goods that do not match the approved sample or stated spec — and (b) cancellation — orders stopped before completion.
2. Defect Claims
We warrant that Deliverables conform to the approved sample and contract specifications. If you find a defect:
Provide photos/video of the defect, along with batch / cohort ID from the care label.
Keep defective units for inspection — do not discard until we respond.
What counts as a defect:
Seam failures, stitching coming apart
Wrong material / fabric substituted
Significant colour mismatch from approved sample
Missing features (accessories, embroidery, tags)
Safety-certificate non-conformance
Unit size outside ±3% of spec
What does NOT count as a defect (normal manufacturing tolerance):
Minor fabric shade variation (±Delta-E 3 or lower)
Cosmetic variation in embroidery stitch density
Minor fill density variation unit-to-unit
Differences attributable to photography/lighting vs. sample photos
3. Remedies Available
At our option (guided by cost and practicality), remedies include:
Free replacement — we manufacture defective-unit replacements and ship at our cost.
Repair — where practical, we repair units at our factory or via local partner.
Credit — credit toward your next order, equal to affected units' cost.
Partial refund — proportional refund for unusable units where replacement/repair isn't feasible.
4. Order Cancellation
Before production starts (before bulk material is cut):
Full cancellation allowed. Any pattern/prototype fees paid are non-refundable.
Deposit refunded minus 10% admin fee for completed preproduction work.
After production starts:
Cancellation not generally accepted — materials are cut, labour scheduled, and subassemblies partially complete.
In exceptional cases (force majeure on your side), we work out a partial settlement covering our sunk cost (typically 40–80% of order value depending on stage).
After production completes:
Not cancellable. Goods must be accepted and paid per original terms, subject only to §2 defect claims.