Refund policy
Returns & Refunds Policy
At Pluffio, we want you and your little one to absolutely love your weighted plushie. If something is not right, we are here to help.
Your Right to Return ("Change of Mind")
In line with the UK Consumer Contracts Regulations 2013, you have 14 days from the day your order is delivered to let us know you wish to return it for a refund. We extend this to 30 days from delivery as a goodwill gesture, giving you and your child plenty of time to decide.
To be eligible for a change-of-mind return, your item must be:
- Unused, in the same condition you received it
- In its original packaging, with all tags and inserts intact
- Returned within 30 days of delivery
We reserve the right to reduce the refund amount in proportion to any diminished value of the item caused by handling beyond what is necessary to assess its nature, characteristics, and functioning, in line with UK consumer law.
How to Start a Return
- Email us at within 30 days of delivery with your order number and the reason for return.
- We will reply within 2 working days with your Return Authorisation (RMA) number and the return shipping address.
- Securely package the item and ship it back to the address provided, using a tracked service of your choice.
- Once we receive and inspect your return, we will email you to confirm and process your refund.
Please do not send returns to our registered office without an RMA number — they may be refused or lost in transit.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.
For damaged, defective, or incorrect items, Pluffio covers all return shipping costs — see "Damaged, Defective or Incorrect Items" below.
Refund Processing
Once we receive and approve your return, we will issue your refund within 5 working days to your original payment method. Depending on your bank or card provider, it may take a further 3–10 working days for the funds to appear in your account.
Your refund will include:
- The full price you paid for the returned item(s)
- The cost of standard delivery (if you returned your entire order)
Your refund will not include:
- Any upgraded shipping costs (e.g. express delivery)
- Return shipping costs paid by you
If we have not refunded you within 14 days of receiving your return, please contact us at .
Damaged, Defective or Incorrect Items
In line with the UK Consumer Rights Act 2015, you are entitled to a free remedy if your item arrives:
- Damaged
- Defective or not of satisfactory quality
- Not as described, or different from what you ordered
In any of these cases, please email us at within 48 hours of receiving your order with:
- Your order number
- Clear photos of the issue (including outer packaging if relevant)
- A short description of the problem
We will arrange one of the following at no cost to you:
- A free replacement sent to you
- A full refund including original delivery costs
- A free repair, where possible
You will not be charged for return shipping for damaged, defective or incorrect items — we will either provide a prepaid return label or waive the return requirement entirely, depending on the situation.
Cancellations
If you change your mind before your order has been dispatched, email us at as soon as possible and we will do our best to cancel it. Once an order has entered our shipping department it cannot be cancelled, but you may still return it under our change-of-mind return policy once it arrives.
Exchanges
We do not currently offer direct exchanges. If you would like a different colour, size, or product, please return your original item for a refund and place a new order. This is the fastest way for you to receive what you want.
Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Items that have been used, washed, or visibly soiled
- Items returned without their original packaging
- Items returned more than 30 days after delivery
- Gift cards
If you return an item that does not meet our return conditions, we will contact you to arrange the item being shipped back to you at your cost.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Get in Touch
Returns questions, defective items, or anything else — email and we will get back to you within 2 working days.
Seller Information
Pluffio is a trading name of:
Providence Global Trading Limited
Hong Kong Company No. 80656992
Registered office: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
Email: