RETURN AND REFUND POLICY

WARRANTY | RETURNS | REFUNDS | WITHDRAWAL

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1) Return Policy

Our policy lasts 14 days from the receipt of items. If 14 days have passed since you received your order, we unfortunately cannot offer you a refund or exchange.

A- Gift Cards

Gift cards cannot be returned.

B- Sale Items

Only regular-priced items can be refunded. Unfortunately, sale items are not refundable.

2) Return Conditions

To be eligible for a return, your item must be unused and in the same condition you received it (new or entirely unused and in its original packaging, intact, along with all accessories, user manuals, and documentation). It must also be in its original packaging (in its original cellophane wrapping and with the corresponding invoice). To process a return, you must provide proof of purchase.

To be eligible for a return, your item must also be damaged or have issues. In such cases, you must send proof of the defect(s) to contact@peluche-kingdom.com (description and photos attached).

In what cases will I not be refunded?

1) If the product has been used and is therefore not resalable in its current condition.

2) If the shipment did not arrive at its destination due to an error in the delivery address provided during the order.

3) If the return process was not followed.

3) Return Shipping Costs

When returning, costs are your responsibility. You must pay the shipping fees to return the item(s).

4) Refunds

Once we receive and inspect the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request.

If your withdrawal request is approved, your refund will be processed. We will then send you a credit note for the due amount, or a credit will be automatically applied to your credit card or your original payment method (you will have previously paid the shipping fees to the carrier to return the package).

The refund will be processed on our part within a maximum of 14 working days from the date of receipt of the returned item(s). Once the refund is made, you may receive it a few days to two weeks later, depending on the refund method applied. A cash on delivery shipment will not be accepted, regardless of the reason.

5) Exchanges

We only replace items if they are defective or damaged. If you wish to exchange it for the same item, please email us at contact@peluche-kingdom.com.

Depending on where you live, the time it takes to receive your exchanged product may vary. For product exchanges, shipping fees are free, except for the costs to return the damaged item.

6) Shipping

To return a product, you must contact us (contact@peluche-kingdom.com) to obtain the address to which to return your item and the process to follow. The destination country will be the Grand Duchy of Luxembourg or Belgium.

If you are shipping an item valued over €50, you should consider using a delivery service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee that we will receive the item you are returning.

7) Delayed or Missing Refunds (if applicable)

If you haven’t received your refund yet, please check your bank account again or your emails depending on the refund method used.

If you were refunded to your credit card, contact your credit card issuer, as there may be a delay before your refund is officially posted.

Then, contact your bank. There is often a processing delay before a refund is posted.

If, after following all these steps, you still have not received your refund, please contact us at contact@peluche-kingdom.com.