Refund policy
At Plushmas, customer satisfaction is important to us. We want you to feel confident when shopping with us. This Returns and Refunds Policy explains the conditions and procedures for cancellations, returns, exchanges and refunds.
This policy applies alongside your statutory consumer rights under Spanish and European Union law. Nothing in this policy limits or excludes any rights that cannot legally be restricted.
1. RIGHT OF WITHDRAWAL – 14 DAYS
If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 calendar days without giving any reason.
The withdrawal period begins on the day you, or a third party designated by you other than the carrier, physically receive the goods.
If your order consists of multiple products delivered separately, the withdrawal period begins when you receive the last product.
To exercise your right of withdrawal, you must notify us of your decision within the applicable 14-day period by sending a clear statement to:
plushmass@gmail.com
Once you have notified us, you must send the products back within 14 calendar days.
2. RETURN CONDITIONS
For voluntary returns under the right of withdrawal, products should be returned in their original condition, including:
- Unused and unworn.
- Without damage caused by improper handling.
- With original tags and accessories, where applicable.
- In their original packaging, where reasonably possible.
You may inspect products to the extent necessary to establish their nature, characteristics and functioning, just as you would be permitted to do in a physical shop.
If a product has been handled beyond what is necessary for inspection and this results in diminished value, we may claim compensation for that diminished value in accordance with applicable law.
Products must not have been deliberately damaged, altered, misused or tampered with after delivery.
These conditions do not affect your right to return defective, damaged or non-conforming products under applicable consumer protection legislation.
3. ADDITIONAL 30-DAY COMMERCIAL RETURN GUARANTEE
In addition to your statutory rights, Plushmas offers an additional commercial return guarantee of 30 days from the date of delivery.
This additional guarantee allows eligible customers to request a return within 30 days of receiving their product, subject to the following conditions:
- The product must be in good condition.
- It must not show signs of misuse, deliberate damage or unauthorised modification.
- It must not have been intentionally damaged or altered after delivery.
- All original accessories and components must be included, where applicable.
Returns requested under this additional commercial guarantee will be assessed after the product has been received and inspected.
If the product shows damage resulting from misuse, intentional alteration or handling beyond what is reasonably permitted, the additional commercial return guarantee may not apply.
Where a return is rejected under this voluntary guarantee, we will explain the reason to the customer.
This additional commercial guarantee does not restrict, replace or reduce the statutory 14-day right of withdrawal or the mandatory legal guarantee applicable to defective or non-conforming products.
4. RETURN SHIPPING COSTS
For returns made under the additional 30-day commercial return guarantee, the customer is responsible for the direct cost of returning the product, unless we expressly agree otherwise.
For statutory withdrawals within the first 14 days, the customer is responsible for direct return shipping costs only where this has been properly communicated before purchase and applicable law permits it.
If you receive an incorrect, defective, damaged or non-conforming product, we will cover the reasonable return costs in accordance with applicable consumer protection legislation.
Please contact us before sending any product back so that we can provide the appropriate return instructions.
5. HOW TO REQUEST A RETURN
To initiate a return, please contact us at:
plushmass@gmail.com
Please include the following information:
- Your full name.
- Your order number.
- The product you wish to return.
- The reason for the return.
- Photographs, where relevant, if the product is damaged, defective or incorrect.
Once we receive your request, we will provide the relevant instructions, including the return address and any additional information needed to complete the process.
Please do not send products to an address that has not been confirmed by our customer service team.
6. CANCELLATIONS AND ORDER MODIFICATIONS
If you wish to cancel your order or remove an item, please contact us as soon as possible at plushmass@gmail.com.
We will make reasonable efforts to accommodate cancellation requests before the order has been dispatched.
Once an order has been shipped, it may no longer be possible to cancel the shipment. However, you may still exercise your statutory right of withdrawal where applicable.
If an order is successfully cancelled before dispatch and payment has already been collected, we will arrange the corresponding refund.
7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order upon delivery.
If you receive a damaged, defective, incomplete or incorrect product, contact us as soon as reasonably possible at plushmass@gmail.com.
To help us investigate and resolve the issue, please provide:
- Your order number.
- A description of the problem.
- Clear photographs or videos showing the issue, where possible.
We will review your case and determine the appropriate solution in accordance with applicable consumer protection legislation.
Depending on the circumstances, you may be entitled to repair, replacement, a price reduction or a refund.
We may request reasonable evidence to assess a reported defect or damage. However, this will not prevent you from exercising your statutory rights.
8. NON-RETURNABLE PRODUCTS
Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies.
These exceptions may include:
- Personalised products made according to the customer's specifications.
- Sealed products that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.
- Other products expressly excluded under applicable consumer protection legislation.
Any exclusion will be applied only where the relevant legal requirements are satisfied and, where required, clearly communicated before purchase.
The above exceptions do not remove your rights in relation to defective or non-conforming products.
9. EXCHANGES
If you would like to exchange a product for another size, colour or item, please contact us at plushmass@gmail.com before returning your purchase.
Exchanges are subject to product availability and our agreement.
Where an exchange is not possible, we may suggest an alternative solution, including a return and a new purchase, subject to your statutory rights.
10. REFUNDS
Once your returned product has been received and inspected, we will notify you of the outcome of your return request.
Where a refund is approved, it will generally be issued using the original payment method, unless otherwise agreed or legally required.
For statutory withdrawals, we will reimburse the applicable amounts within 14 calendar days after being informed of your decision to withdraw.
However, where permitted by law, we may withhold the reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.
For eligible statutory withdrawals, refunds include the price paid for the products and the cost of the least expensive standard delivery option offered by us. Additional costs resulting from selecting a more expensive delivery method do not have to be reimbursed.
For returns under our additional commercial guarantee, refunds will be processed following receipt and inspection of the returned products, in accordance with the conditions of that guarantee.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
11. LEGAL GUARANTEE
All products sold by Plushmas are covered by the mandatory legal guarantee applicable under Spanish and European Union consumer protection legislation.
For consumer goods purchased in Spain, the seller is generally responsible for any lack of conformity that becomes apparent within three years from delivery, subject to applicable legal requirements and exceptions.
If a product is defective or does not conform to the sales contract, you may be entitled to the remedies provided by law, including repair, replacement, price reduction or termination of the contract where applicable.
This legal guarantee is independent of our additional 30-day commercial return guarantee and the statutory 14-day right of withdrawal.
Nothing in this policy limits your mandatory legal rights.
12. SUSPECTED FRAUD OR INTENTIONAL DAMAGE
Plushmas reserves the right to investigate return requests where there are reasonable indications of fraudulent activity, deliberate product damage, unauthorised modifications or misuse.
We may request reasonable supporting information, photographs or other evidence to assess the circumstances of a return.
Where there is sufficient evidence that damage was intentionally caused by the customer, or that a product has been deliberately altered or misused, the additional voluntary commercial return guarantee may be refused.
Any decision will be made on a case-by-case basis and in accordance with applicable consumer protection legislation.
Nothing in this section allows us to refuse a legitimate statutory withdrawal or a valid claim relating to a defect or lack of conformity that we are legally responsible for.
13. CONTACT INFORMATION
If you have any questions about returns, refunds, cancellations, exchanges or our additional commercial guarantee, please contact us:
Plushmas
Website: https://www.plushmas.store
Email: plushmass@gmail.com
Address: Ruperto Chapí 9, 18210 Granada, Spain
Our customer service team will be happy to assist you and help resolve any issues relating to your purchase.
Thank you for shopping with Plushmas.
Plushmas – Thoughtfully made, beautifully yours.