Refund Policy

jeriycat Refund Policy

At jeriycat, we want every plush toy and personalised gift to bring joy—whether it’s a cuddly Loveable Character for a child, a quirky Amuseable for a friend, or a custom-embroidered bear for a special occasion. If a toy doesn’t meet your expectations, we’ve created a simple, heartfelt refund process that aligns with our commitment to care. This policy outlines the conditions for requesting a refund, step-by-step instructions, and key details to help you navigate the process with ease.

1. Eligibility for Refunds

To qualify for a refund, your request must meet criteria designed to protect both our community and the soft, huggable quality of our toys:

1.1 General Eligibility (Change of Mind or Unsatisfactory Fit)

  • Timing: You must submit your refund request within 30 days of the delivery date of your order. Requests received after this window will not be processed.
  • Toy Condition: The item must be unused, unwashed, and in its original packaging—this includes intact tags, plastic wraps, and any included accessories (e.g., gift bags, care instruction cards). We cannot accept returns for used plush toys (e.g., a teddy bear that’s been cuddled, an Amuseable with stains or loose threads from play) due to hygiene and quality standards—we want every jeriycat toy to feel brand-new for its next home.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your 8-digit order number (found in your confirmation email or jeriycat account) or a copy of the receipt.

1.2 Eligibility for Defective, Damaged, or Incorrect Items

If you receive a toy that is defective (e.g., loose stitching on a bunny’s ear, a missing eye on an Amuseable, filling coming out of a bear), damaged during shipping (e.g., crushed packaging leading to a flattened plush, a torn embroidered patch), or incorrect (e.g., wrong character—you ordered a fox but got a penguin, or personalised text with a typo), you are eligible for a full refund (including any applicable shipping costs) with no strict time limit within the first 60 days of delivery.
  • For defective items discovered after 60 days but within our 1-year Quality Guarantee (see Section 6), you may still qualify for a refund or replacement—contact our team for evaluation.
  • To support your claim, you must provide clear photos of the issue (e.g., a close-up of loose stitching, the damaged packaging next to the shipping label, or the incorrect toy next to your order confirmation).

2. Non-Refundable Items

The following items cannot be refunded under any circumstances, due to their nature or customization:
  • Used or Opened Toys: Any plush that has been played with, washed, or removed from its original packaging (e.g., a teddy bear with bent ears from cuddling, an Amuseable with fabric pilling from use) — this is a hygiene requirement for all soft toys, as they come into close contact with skin.
  • Customized or Personalized Gifts: Items with unique embroidery (e.g., a bear with a child’s name, a date for an anniversary) or made-to-order details (e.g., a custom-sized Amuseable) — these are tailored to your specific request and cannot be resold to other customers.
  • Final Sale Items: Products marked explicitly as “Final Sale” on the product page or during checkout (e.g., limited-edition holiday plush sets, clearance Amuseables). These are discounted for quick sale and cannot be returned or refunded.
  • Free Gifts or Samples: Complimentary items (e.g., mini plush keychains included with orders, small care kits) are not eligible for separate refunds, though they may be returned with the associated purchased toy.

3. How to Request a Refund

Follow these simple steps to submit a refund request—our team will guide you with the same care we put into crafting our toys:
  1. Contact Our Customer Service Team:
    • In the email, include:
      • Your full name, email address, and shipping address (matching the details on your order).
      • Your 8-digit order number.
      • A clear reason for the refund (e.g., “Defective stitching on Amuseable avocado,” “Wrong personalised text on teddy bear,” “Changed my mind about the fox plush”).
      • For defective/damaged/incorrect items: Attach 2–3 photos showing the issue (e.g., a photo of the torn embroidery, the wrong toy next to your order confirmation).
  1. Receive a Return Authorization (RA) Number:
    • Our team will review your request within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM UTC).
    • If approved, we’ll send you an email with a unique Return Authorization (RA) Number and a pre-paid shipping label (for defective/damaged/incorrect items) or instructions for returning the toy at your own cost (for change-of-mind refunds).
    • The RA Number must be clearly written on the outside of the return package—packages without an RA Number will be rejected and returned to you, as we won’t be able to link them to your request.
  1. Return the Toy:
    • Pack the plush securely in its original packaging (or a similar protective box if the original is damaged) to prevent further harm during transit (e.g., wrap a delicate Amuseable in tissue paper to avoid squishing).
    • Attach the pre-paid shipping label (if provided) to the package—ensure the label is visible and not covered by tape.
    • Ship the package to the address provided in the RA email (this is our dedicated returns warehouse for soft toys—do not ship to our main office unless instructed). We recommend using a trackable shipping service to confirm delivery.
  1. Warehouse Inspection & Refund Processing:
    • Once our returns team receives your package (typically 3–5 business days after you ship it), they will inspect the toy to verify it meets our eligibility criteria (e.g., unopened, defective).
    • If the inspection passes, we will process your refund within 2–3 business days and send you a confirmation email to let you know the request is complete.
    • If the inspection fails (e.g., the toy is used, the damage is due to misuse), we will notify you via email and return the toy to you at your own cost—no refund will be issued.

4. Refund Amount & Timing

4.1 Refund Amount

  • Change of Mind/Unsatisfactory Fit: You will receive a full refund of the toy’s purchase price—original shipping costs (if any) are non-refundable, as these cover the cost of delivering the item to you.
  • Defective/Damaged/Incorrect Items: You will receive a full refund of the toy’s purchase price plus any original shipping costs—we also cover the return shipping cost for these items via the pre-paid label, so you won’t incur extra expenses.
  • Partial Refunds: If you’re returning only part of a multi-item order (e.g., you ordered a bunny and an Amuseable cupcake but only want to return the cupcake), you will receive a refund for the purchase price of the returned toy (minus applicable shipping costs, if the order no longer qualifies for free shipping).

4.2 Refund Timing

  • After we process your refund (2–3 business days post-inspection), the funds will be credited back to your original payment method:
    • Credit/Debit Cards: Refunds typically appear in your account within 5–7 business days—processing times vary by bank, so check with your financial institution if you don’t see the refund within this window.
    • PayPal/Apple Pay/Google Pay: Refunds are usually processed within 2–4 business days and appear in your digital wallet immediately or within 1 business day.
    • jeriycat Store Credit: If you opt for store credit instead of a cash refund, it will be added to your account instantly and can be used for future purchases of any plush toys or personalised gifts on our website.
  • We are not responsible for delays in refund posting caused by your bank or payment provider—if you have questions about the status of a refund, contact your provider first, then reach out to us if issues persist.

5. Refunds for Canceled Orders

If you cancel your order before it is shipped, you are eligible for a full refund (including any shipping costs you paid):
  • Cancellation Window: You may cancel your order for a full refund within 24 hours of placing it. After 24 hours, if the order has already been processed (e.g., a personalised toy has started being embroidered, or an Amuseable has been packed), cancellation may no longer be possible—you will need to follow the standard refund process (Section 3) once you receive the item.
  • Cancellation Process: Email service@jeriycat.com with the subject line “Order Cancellation” and include your name and order details. We will confirm the cancellation via email and process the refund within 2 business days.

6. Refunds for Our 1-Year Quality Guarantee

At jeriycat, we stand behind the quality of our soft toys—we want them to be cuddled for years. We offer a 1-year Quality Guarantee that covers manufacturing defects (not damage from misuse, e.g., a bear torn by a pet, an Amuseable washed in hot water). If you discover a defect in your toy within 1 year of delivery:
  • Contact our team at service@jeriycat.com with your order number, photos of the defect, and a brief description of the issue (e.g., “My child’s bunny has loose stitching on the paw after 8 months of gentle play”).
  • Our team will evaluate the claim—if approved, you can choose between a full refund, a free replacement, or store credit.
  • Refunds for guarantee claims follow the same processing timeline as standard refunds (Section 4.2), with no additional fees.

7. Dispute Resolution

If you disagree with our decision to deny a refund, we’re here to listen and find a solution that feels fair. You may submit a dispute by:
  • Emailing service@jeriycat.com with the subject line “Refund Dispute” and providing additional evidence (e.g., more photos of the defect, a detailed explanation of how the toy was used).
  • Our customer service manager will review the dispute within 3 business hours and provide a final, kind decision—we want to ensure you feel heard, even if we can’t always issue a refund.

8. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our business practices (e.g., new personalised gift options, updated shipping partners) or community feedback (e.g., clarifying eligibility for limited-edition toys). When we make updates:
  • We will revise the “Last Updated” date at the bottom of this page.
  • For significant changes (e.g., adjusting the refund window or updating eligibility criteria), we will notify customers who have placed orders in the past 30 days via email.
Your continued use of our website or services after the policy is updated constitutes your acceptance of the revised terms.

9. Contact Us

If you have questions about this Refund Policy, need help with a refund request, or want to clarify eligibility for a specific plush toy (e.g., a custom-embroidered bear), please reach out to our customer service team:
  • Response Time: We aim to reply to all refund-related inquiries within 24 business hours—we’ll keep the conversation warm and transparent, just like our toys.