Refund policy

At KawaiiPlushBag.store, we want every customer to feel happy, comfortable, and confident when shopping with us. Our store is created for customers who love cute, soft, kawaii-inspired accessories, plush bags, storage items, and everyday essentials. We carefully select products that bring a sweet and cozy feeling to your daily life, and we hope every order arrives in lovely condition.

However, we understand that sometimes an item may not be exactly what you expected, or there may be an issue with your order. This Return and Refund Policy explains how returns, refunds, replacements, and order concerns are handled.

By placing an order on KawaiiPlushBag.store, you agree to the terms described below.

Return Eligibility

We accept return requests for eligible items within 30 days after the order has been delivered. To be eligible for a return, the item must be in the same condition that you received it.

Returned items must be:

Unused and unworn
Clean and free from stains, odors, pet hair, or signs of use
In the original packaging where possible
With all tags, labels, straps, accessories, and included parts still attached or included
In resellable condition

Items that show signs of use, damage caused by the customer, missing parts, or altered condition may not be eligible for a refund.

Non-Returnable Items

For hygiene, safety, and quality reasons, certain items may not be eligible for return unless they arrive damaged, defective, or incorrect.

Non-returnable items may include:

Items that have been used, washed, worn, or altered
Items with stains, makeup marks, perfume, pet hair, or strong odors
Final sale items or clearance items
Gift cards
Items returned without approval
Items damaged due to improper care or misuse
Products missing original accessories or parts

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

How to Start a Return

To start a return, please contact us at:

Email: seupport@KawaiiPlushBag.store
Phone: (800) 361-2613
Address: 13799 Rue du Grand Pré, Québec, QC, Canada

Please include the following information in your return request:

Your full name
Order number
Email address used at checkout
Product name
Reason for return
Clear photos or videos if the item is damaged, defective, or incorrect

Once we receive your request, our support team will review it and provide instructions. Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or different from what you ordered, contact us as soon as possible so we can review the issue.

For damaged or incorrect items, please provide:

A photo of the product
A photo of the packaging
A clear image of the issue
Your order number

If your claim is approved, we may offer one of the following solutions:

Replacement item
Refund
Store credit
Partial refund, depending on the situation

We always aim to resolve order issues fairly and kindly.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method.

Please note that it may take several business days for your bank, credit card provider, or payment service to process and post the refund.

Shipping fees, handling fees, and any additional charges may be non-refundable unless the return is due to our error.

Return Shipping

Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service when returning your item. We are not responsible for items lost during return shipping.

If a return is approved because of our mistake, we may provide return instructions or a suitable resolution depending on the situation.

Exchanges

We may offer exchanges when stock is available. If you would like a different item, size, color, or style, please contact us first.

Because inventory may change quickly, exchanges are not guaranteed. If the item you want is unavailable, we may offer a refund or store credit instead.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We will do our best to help.

Orders can only be canceled before they are processed or shipped. Once an order has already been shipped, it cannot be canceled, but you may request a return after delivery if the item is eligible.

Color, Size, and Product Appearance

Please note that product colors may appear slightly different depending on lighting, photography, screen settings, and device display. Small measurement differences may also occur due to manual measurement.

These small variations are not considered defects unless the product is significantly different from the description.