Changing your mind

For most goods purchased online, you have the right to cancel without giving a reason.

Tell us that you wish to cancel within 14 calendar days after the day you receive your goods. If goods from one order arrive separately, the cancellation period generally runs from receipt of the last item.

You then have a further 14 calendar days to send the goods back.

How to cancel

Email support@plushandfidget.co.uk or write to:

Plush & Fidget
54 Adelaide Rd
Southall
UB2 5PX
United Kingdom

Provide a clear statement that you wish to cancel. Include your name and order number to help us identify your purchase. You do not need to use a particular form.

Returning your goods

Contact us for return instructions and the correct return destination before posting your goods. This helps us identify your return and does not make your statutory cancellation right subject to our approval.

Package your goods securely and retain proof of postage.

Condition of returned goods

You may inspect goods as you would in a shop.

We may make a lawful deduction for any reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Please retain original packaging where possible. Missing packaging alone does not automatically remove your cancellation rights.

Return postage and fees

For change-of-mind returns, you pay the direct cost of return postage.

If goods are faulty, damaged or incorrectly supplied, we cover reasonable necessary return costs and explain the return arrangements.

We do not charge a restocking fee.

Refunds

For a valid cancellation, we refund the amount due for the returned goods.

If you cancel your entire order, we also refund any eligible standard delivery charge. Where free standard delivery was available, additional charges for choosing a paid delivery option are not refundable under the statutory cancellation rules.

Refunds are made without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

If goods have not been supplied, refunds are made within 14 days of being informed of your cancellation.

We use the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your payment provider may take additional time to display the refund in your account.

Faulty, damaged or incorrect goods

Your rights concerning faulty goods are separate from the change-of-mind cancellation period.

If an item is faulty, not as described, unfit for purpose or incorrectly supplied, email support@plushandfidget.co.uk with your order number and details of the problem.

Photographs may help us investigate, but your statutory rights do not depend on providing them.

You generally have a short-term right to reject qualifying faulty goods within 30 days. After that, repair, replacement, a price reduction or a refund may be available depending on the circumstances.

We will provide an appropriate remedy in accordance with your statutory rights.

Exchanges

Contact us if you would like to exchange an item. Exchanges depend on availability and do not replace a refund where you are legally entitled to one.

Cancelling before dispatch

If you wish to cancel before dispatch, contact us as soon as possible.

If your order has already been dispatched, you can still exercise your cancellation rights and return the goods under this policy.

Optional cancellation form

You may use the following form, but it is not compulsory.

To: Plush & Fidget, support@plushandfidget.co.uk, 54 Adelaide Rd, Southall, UB2 5PX, United Kingdom

I give notice that I cancel my contract for the following goods:

Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper:

Contact

Email: support@plushandfidget.co.uk
Business address: 54 Adelaide Rd, Southall, UB2 5PX, United Kingdom

Your statutory consumer rights are unaffected by this policy.