Refund policy

Last Updated: July 18, 2026

At PlushCharm.store, we believe every purchase should feel as delightful, comforting, and meaningful as the charming products we offer. Our collection includes plush keychains, bag charms, keepsake lockets, pet memorial accessories, decorative pendants, and other gift-worthy items designed to bring warmth and personality to everyday life. We carefully select and prepare each order, but we understand that a product may occasionally arrive damaged, differ from expectations, or simply not be the right fit.

This Return & Refund Policy explains the conditions, procedures, and timeframes that apply when requesting a return, refund, replacement, exchange, or order cancellation. By placing an order through PlushCharm.store, you acknowledge that you have reviewed and agreed to this policy.

This policy is intended to work alongside applicable consumer protection laws. Nothing in it limits any mandatory rights that cannot legally be excluded. Shopify allows merchants to define return eligibility, return periods, fees, and final-sale conditions, while Ontario guidance notes that a clearly communicated voluntary return policy may govern ordinary change-of-mind returns unless statutory consumer rights apply.

1. Our 30-Day Return Promise

We accept eligible return requests submitted within 30 calendar days from the date the order is marked as delivered by the shipping carrier.

To qualify for a return, the item must generally be:

Unused, unworn, and unwashed
Free from stains, odors, pet hair, scratches, or signs of handling beyond reasonable inspection
In its original condition
Returned with its original packaging, tags, protective materials, inserts, and accessories
Accompanied by valid proof of purchase from PlushCharm.store

Opening a package solely to inspect the item does not automatically make it ineligible for return. However, products that have been used, altered, damaged after delivery, or handled in a way that reduces their resale value may be refused or may qualify only for a partial refund where permitted by law.

The 30-day period begins on the delivery date shown by the carrier’s tracking information. When an order is delivered in separate parcels, the return window for each product begins on the date that particular parcel is delivered.

2. Return Authorization Is Required

All returns must be approved before they are shipped.

To begin a return, contact our customer care team at:

Email: support@PlushCharm.store
Phone: (416) 631-7700
Business Address: 810 Queen St E, Toronto, ON M4M 1H6, Canada

Please include:

Your full name
Your order number
The email address used at checkout
The product you wish to return
The reason for the request
Clear photographs or a short video when the item is damaged, defective, incorrect, or incomplete

After reviewing your request, we will provide return instructions and, where applicable, a return authorization reference. Please do not mail products to our business address or any address appearing on the parcel without receiving written instructions from us first.

Our business address is provided for company correspondence and does not necessarily function as the processing location for every return. Depending on the product, supplier, warehouse, and destination, an approved return may need to be sent to a different facility.

Unauthorized returns may be delayed, refused, or returned to the sender.

3. Free Returns

PlushCharm.store offers free returns for eligible products within the 30-day return period.

When your request is approved, we may provide:

A prepaid return shipping label
A downloadable label
A QR code for an approved carrier
Alternative return instructions
A refund or replacement without requiring the physical item to be returned

The return method is selected at our discretion based on the customer’s location, product type, item value, shipping availability, and the nature of the request.

Free return shipping applies only when the customer follows the authorized return procedure. Costs incurred through an unapproved shipping method, express courier, cash-on-delivery service, or self-arranged shipment may not be reimbursed.

Where prepaid return labels are unavailable in a customer’s country, our support team will provide a reasonable alternative solution. Customers should never pay for return shipping before receiving written confirmation if they expect reimbursement.

4. Change-of-Mind Returns

Eligible products may be returned because of personal preference, including when:

The customer no longer wants the item
The style or colour is not preferred
The item does not match the customer’s intended use
The customer ordered the wrong variation
The product was purchased by mistake

Change-of-mind returns must still satisfy all eligibility requirements. Products must remain unused and in original condition.

Differences in colour caused by screen settings, lighting, photography, or display calibration are not normally considered defects. Likewise, minor handmade-style variations, natural texture differences, small measurement tolerances, or slight differences between production batches may not qualify as manufacturing faults.

We will nevertheless review reasonable return requests within the applicable return period.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order as soon as it arrives.

The product arrives damaged
The item has a manufacturing defect
You receive the wrong product, colour, size, or variation
A component or accessory is missing
The parcel arrives with visible signs of serious transit damage

For the fastest resolution, submit your claim within seven days of delivery, although applicable legal rights and the overall 30-day policy may still apply.

Please provide photographs showing:

The full product
The damaged or defective area
The shipping package
The shipping label
Any missing, incorrect, or broken components

After assessment, we may offer:

A full refund
A partial refund
A replacement
Reshipment of missing parts
Store credit, with your agreement
Another appropriate remedy

Do not discard the product, packaging, or mailing label until the claim has been resolved. We may need these materials to verify the issue or submit a carrier claim.

Customers will not be charged return shipping for confirmed damaged, defective, incorrect, or incomplete orders.

6. Products That Cannot Normally Be Returned

For hygiene, safety, personalization, and product-integrity reasons, certain items may be excluded from ordinary change-of-mind returns, including:

Personalized, engraved, or custom-made products
Items modified according to customer instructions
Products containing customer-supplied photographs, fur, hair, fabric, ashes, flowers, or other personal materials
Memorial keepsakes that have already been filled or assembled
Items with removed hygiene seals
Gift cards
Digital products
Products clearly marked “Final Sale” before purchase
Items damaged through misuse, neglect, improper storage, or unauthorized modification
Products returned without essential parts or accessories

A personalized or memorial product may still qualify for a remedy if it arrives damaged, defective, materially different from the approved customization, or incorrect because of an error by PlushCharm.store.

Final-sale exclusions do not remove mandatory consumer rights for faulty, misrepresented, or incorrectly supplied goods.

7. Memorial and Keepsake Products

Some PlushCharm.store products are designed to hold deeply personal materials, such as pet fur, hair, photographs, dried flowers, fabric fragments, or other small keepsakes.

Please inspect the product carefully before placing any irreplaceable material inside it. Once a keepsake has been filled, sealed, glued, engraved, altered, or permanently assembled, it may no longer be eligible for a change-of-mind return.

PlushCharm.store is not responsible for the loss, deterioration, discoloration, or damage of personal materials inserted into a product by the customer, except where directly caused by a confirmed product defect or as otherwise required by law.

Customers should avoid placing valuable, hazardous, biological, prohibited, or legally restricted materials inside any keepsake product.

8. Natural Fur and Material Variations

Certain products may use natural materials or fur-like textiles. Natural products may vary slightly in texture, colour distribution, softness, density, shape, or appearance. These variations are often inherent characteristics rather than defects.

Product materials will be described on the relevant product page based on information reasonably available to us. Customers with ethical, allergy, religious, material-preference, or animal-welfare concerns should review the product description carefully and contact us before ordering if clarification is required.

An item may qualify for return when the materials received materially differ from the product description.

9. Exchanges

We may offer exchanges for eligible products, depending on stock availability and the customer’s location.

The most reliable way to obtain a different product or variation is generally to:

Request a return for the original item
Wait for approval
Place a new order for the preferred item

This approach helps prevent the replacement product from selling out while the return is in transit.

When we approve a direct exchange, the replacement will usually be dispatched after the original item has been received and inspected. If the requested replacement is unavailable, we may issue a refund or offer another solution with the customer’s approval.

Price differences may apply when exchanging for a product of a different value.

10. Return Packaging and Transit Responsibility

Approved returns should be packed securely to prevent damage during transit.

Whenever possible, use:

The original protective packaging
A sturdy outer shipping box or mailer
Appropriate padding
The return label supplied by us
A trackable shipping method

Remove or cover unrelated shipping labels before sending the parcel.

PlushCharm.store is not responsible for damage caused by inadequate return packaging. When we provide a prepaid label, responsibility for the parcel generally transfers once the package is accepted and scanned by the approved carrier, subject to the carrier’s terms and applicable law.

Customers should retain their shipping receipt and tracking information until the return is completed.

11. Return Inspection

After the returned parcel reaches the authorized facility, it will be inspected to confirm:

The correct product was returned
The item satisfies the eligibility requirements
All expected components are included
The product has not been used, damaged, substituted, or altered
The return corresponds with the approved request

Inspection may take approximately three to seven business days after delivery to the return facility.

We will notify you whether the return has been accepted. Shopify’s merchant tools permit refunds to be processed after returned merchandise has been received and reviewed.

When a returned product does not meet the policy requirements, we may:

Refuse the refund
Issue a partial refund reflecting diminished value
Request additional information
Return the product to the customer, where practical

We will explain the reason for any reduction or refusal.

12. Refund Method and Processing Time

Approved refunds are issued to the original payment method used for the order unless another method is required by law or expressly agreed upon.

Refunds may include:

The eligible product price
Applicable taxes
Standard shipping charges where required by law
Other approved amounts

Although PlushCharm.store offers free worldwide shipping on qualifying orders, any optional fees paid for premium, express, expedited, insured, or special delivery services may be non-refundable when the service was successfully provided.

After we issue a refund, banks, credit card providers, digital wallets, and payment processors may require additional time to post the funds. Processing times commonly vary by provider, country, and payment method.

If more than ten business days have passed since we confirmed that the refund was issued, first check with your financial institution. You may then contact us at support@PlushCharm.store so we can review the transaction.

We cannot generally redirect a refund to a different card, account, or person.

13. Partial Refunds

A partial refund may be considered when:

The item has signs of use
Original packaging or accessories are missing
The product has been damaged after delivery
The returned item has diminished value
Only part of a bundled order is returned
A promotional discount depended on keeping multiple products
The customer returns a different quantity than originally purchased

Any deduction will be reasonable and connected to the actual reduction in value or promotional adjustment. We will provide an explanation before or when processing the refund.

14. Bundles, Gifts, and Promotional Purchases

Products purchased in a bundle may need to be returned together to qualify for a full refund.

When only part of a bundle is returned, the refund may be recalculated using the regular individual prices of the products retained. Free gifts included because an order met a promotional threshold may also need to be returned.

When a purchase was made using a discount code, the refund will not exceed the amount actually paid for the returned product.

Discount codes, rewards, promotional credits, and free gifts generally have no cash value.

15. Gift Returns

When an item was purchased as a gift, the refund will ordinarily be issued to the original purchaser’s payment method.

A gift recipient may contact us to discuss available alternatives, such as an exchange or store credit. We may request the order number, purchaser information, delivery details, or other evidence needed to locate and verify the transaction.

We will protect customer information and will not disclose unnecessary payment or account details to a gift recipient.

16. Lost, Stolen, or Missing Parcels

A parcel shown as undelivered, lost in transit, or returned to sender will be investigated separately from a standard product return.

If tracking shows “delivered” but the parcel cannot be located, please:

Check the delivery area
Ask household members
Contact building reception or management
Check with neighbours
Contact the carrier
Notify us promptly

We will review the tracking information and assist with a reasonable investigation. Depending on the findings, we may offer a replacement, refund, carrier claim, or another solution.

PlushCharm.store is not automatically responsible for theft after confirmed delivery, incorrect addresses supplied by the customer, refused deliveries, unclaimed parcels, or losses caused by unauthorized forwarding services. Mandatory consumer rights remain unaffected.

17. Order Cancellations and Address Changes

Orders are processed quickly, so cancellation or modification is not guaranteed. Once an order has entered fulfillment, been personalized, or been handed to the carrier, it may no longer be possible to stop shipment.

When a cancellation is approved before fulfillment, the refund will be issued to the original payment method.

Customers are responsible for entering complete and accurate contact and delivery information. If a parcel is returned because of an incorrect or incomplete address, we will contact the customer to discuss reshipment or refund options. Additional shipping costs may apply when the error was not caused by PlushCharm.store.

18. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute. Our customer care team will make a good-faith effort to resolve eligible delivery, product, return, and refund concerns.

Submitting a chargeback does not automatically create a right to keep both the goods and the refunded payment. We may provide the payment provider with relevant order records, communications, tracking details, delivery confirmation, and policy information.

This section does not prevent customers from exercising legitimate rights through their payment provider or applicable law.

19. Suspected Return Abuse or Fraud

We reserve the right to review, limit, or reject requests involving suspected fraud or abuse, including:

Returning a different item
Using altered photographs
Repeatedly claiming non-delivery despite confirmed receipt
Excessive or unusual return activity
Removing components before returning a product
Using a product and then presenting it as unused
Filing both a refund request and a chargeback for the same transaction
Threatening or abusive conduct toward staff

Any decision will be made reasonably and will not override mandatory legal rights.

20. Consumer Rights

This policy provides contractual return options in addition to rights that may apply under consumer protection legislation.

Nothing in this policy excludes, restricts, or replaces a legal guarantee, remedy, cancellation right, or refund entitlement that cannot lawfully be waived. When this policy conflicts with mandatory law, the mandatory law will prevail.

Customers outside Canada may have additional rights under the laws of their place of residence.

21. Policy Updates

We may revise this Return & Refund Policy to reflect changes in our products, operations, carrier arrangements, Shopify features, payment systems, or legal obligations.

The version published on PlushCharm.store at the time of purchase will generally apply to that order, except where a later change is required by law or offers more favourable terms to the customer.

The “Last Updated” date at the top identifies the most recent revision.

22. Contact Us

For return requests, damaged-product claims, refund questions, or assistance with an order, contact:

PlushCharm.store
Address: 810 Queen St E, Toronto, ON M4M 1H6, Canada
Email: support@PlushCharm.store
Phone: (416) 631-7700

Please include your order number in all correspondence. Our team aims to respond professionally and compassionately, especially when an order involves a meaningful gift or memorial keepsake.

This template should be reviewed by a qualified Canadian legal professional before publication, particularly if PlushCharm.store sells customized memorial products, natural-fur items, or goods to customers outside Canada.

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