Returns & refunds

Your 14-day right of withdrawal

You may withdraw from your purchase within 14 days without giving any reason. This cooling-off period starts on the day after you, or a third party designated by you (other than the carrier), received the goods.

• If you ordered several items in one order that are delivered separately, the period starts on the day after you received the last item.
• The period has been met if you send your withdrawal notice before it expires.
• Our plush toys are not excluded from the right of withdrawal.

How to withdraw

You can let us know that you want to withdraw in any of the following ways:

1. Online withdrawal function (fastest): Withdraw from contract here. Fill in your name, e-mail address, order number and the items you are returning, then confirm.
2. Model withdrawal form: the form is shown on our withdrawal page. Complete it and send it to us by e-mail or post. Using the form is optional.
3. Any other clear statement: send an unambiguous message by e-mail to [email address — to be completed] stating that you withdraw from the contract, including your order number.

We confirm receipt of your withdrawal without delay on a durable medium (by e-mail), including a reference number and the date and time we received it. You never have to give a reason.

Sending the goods back

Return the goods within 14 days after the day you notified us of your withdrawal. You meet this deadline if you send the goods back before the 14 days have expired.

Return address:

[company name — to be completed], [address — to be completed]

• Pack the product securely, preferably in its original packaging, so it is not damaged in transit.
• Include your order number or withdrawal reference number in the parcel.
• Keep your proof of shipment (and tracking code) until you have received your refund.
• Partial returns are possible: you may return only some of the items from an order.

Return shipping costs

The direct cost of returning the goods is borne by you, the consumer. You are free to choose the carrier and shipping method.

Exception: if the product is defective, damaged on arrival or we sent you the wrong item, we pay the return costs. Please contact us first so we can arrange this with you.

Your refund

We refund all payments received from you, including the standard outbound delivery costs, no later than 14 days after the day we received your withdrawal notice.

• If you chose a delivery method that is more expensive than our cheapest standard delivery, we do not have to refund the additional cost.
• We use the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not be charged any fees for the refund.
• We may withhold the refund until we have received the goods back, or until you have provided proof that you sent them back, whichever is earlier.

Handling and condition of the goods

During the cooling-off period you may handle and inspect the product in the same way you would in a shop — for example, take it out of the packaging, look at it and check the stitching and materials.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (for example, if the plush has been used, washed, stained or damaged). In that case we may deduct the diminished value from your refund.

Defective, damaged or wrong products

Separate from the right of withdrawal, every product must conform to the contract: it must have the properties you may reasonably expect. This statutory guarantee (legal conformity) applies to every purchase and cannot be limited by us.

• Contact us via the contact form or at [email address — to be completed] with your order number, a short description and, if possible, photos.
• Please report a defect within 2 months after you discovered it.
• Depending on the situation, we repair or replace the product free of charge; if that is not possible or reasonable, you are entitled to a price reduction or a refund.
• We cover the costs of return shipping for defective, damaged or wrong products.

Questions or a problem with your order? Contact us — we are happy to help.

Exchanges

We do not offer direct exchanges. Would you prefer a different buddy? Return the product under your right of withdrawal and place a new order for the item you want.