Refund policy

PUDGEPALS — RETURN & REFUND POLICY

Version 3.2.1 | Last Updated: April 2026

1. GENERAL OVERVIEW & DEFINITIONS

For the purposes of this Policy (hereinafter referred to as "the Policy," "the Return Policy," "the Refund Policy," "the Exchange Policy," or any combination thereof, as context may require), "PudgePals," "we," "us," or "the Company" refers to PudgePals and all its affiliates, representatives, and assigns. "You," "the Customer," or "the Buyer" refers to any individual who has completed a purchase through any authorized PudgePals sales channel. "Product(s)" refers to any plush toy or related merchandise sold by PudgePals. By completing a purchase, you confirm you have read, understood, and agreed to this Policy in its entirety.

2. THE 60-DAY SUBMISSION WINDOW

PudgePals will accept return and refund requests submitted within sixty (60) calendar days from the date your order is marked as "Delivered" by the carrier's tracking system.

⚠️ IMPORTANT: Acceptance of your request within this window does NOT constitute a guarantee, promise, or assurance that a refund, replacement, or any remedy will be issued. Submitting a request merely initiates a review process. All final decisions remain entirely at the sole, absolute, and unreviewable discretion of PudgePals.

The 60-day window begins on the carrier's confirmed delivery date, not your claimed receipt date. No extensions will be granted for any reason including postal delays, public holidays, personal emergencies, or any other circumstance.

3. ELIGIBILITY CONDITIONS (NECESSARY BUT NOT SUFFICIENT)

ALL of the following conditions must be simultaneously met for your request to even be considered for review — noting that meeting all conditions still does not guarantee approval:

  • Request submitted within the 60-day window
  • Product is unused, unwashed, unscented, and in original packaging with all tags intact
  • Clear photo/video evidence of the issue submitted within 24 hours of delivery
  • Original order number, full name, and delivery address provided
  • Request submitted through the official channel only (see Section 4)
  • Product does not fall under the non-returnable categories in Section 5

4. HOW TO SUBMIT A REQUEST

Requests must be submitted exclusively via our official customer service email. Requests sent through Instagram, TikTok, Facebook, marketplace messages, or any other channel will not be entertained, regardless of circumstances.

Your submission must include:

  • Full name as listed on the order
  • Order confirmation number
  • Written description of the issue (minimum 100 words)
  • 3–10 clear photographs in natural daylight showing all sides of the Product and the alleged defect
  • A photograph of the original packaging including all labels and tracking stickers

Processing time: Acknowledgement within 7–14 business days. Review may take a further 14–45 business days. During this time, you agree not to initiate any chargebacks or third-party disputes, failing which your request will be immediately disqualified.

5. NON-RETURNABLE ITEMS — NO EXCEPTIONS

The following are strictly non-returnable and non-refundable under any circumstances:

  • Limited edition or collaboration Products
  • Products purchased during any sale, promotion, or discounted pricing event
  • Products removed from original packaging
  • Products showing any signs of use, scent, pet contact, or smoke exposure
  • Customized or personalized Products
  • Change of mind, preference, or personal taste

6. POSSIBLE OUTCOMES (AT OUR SOLE DISCRETION)

If PudgePals determines, at its sole discretion, that your request warrants a remedy, we reserve the right to choose from the following — or none at all:

  • Store credit valid for 90 days (non-transferable, non-redeemable for cash)
  • Replacement product of equal or lesser value, subject to availability
  • Partial monetary refund not exceeding 50% of the original purchase price, excluding shipping fees

PudgePals' determination is final and not subject to appeal.

7. RETURN SHIPPING

Customers are responsible for all return shipping costs. PudgePals is not liable for items lost or damaged during return transit. Original shipping fees are strictly non-refundable.

PudgePals reserves the right to amend this Policy at any time without prior notice. Continued purchases following any amendment constitutes acceptance of the revised Policy.