Return and Refund Policy
WARRANTY | RETURNS | REFUNDS | CANCELLATION
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1) Returns Policy
Our policy lasts 14 days from the receipt of your items. If 14 days have gone by since you received your order, we unfortunately cannot offer you a refund or an exchange.
A- Gift Cards
Gift cards cannot be returned.
B- Sale Items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
2) Return Conditions
To be eligible for a return, your item must be unused and in the same condition that you received it (new or entirely unconsumed and in its original packaging, intact, accompanied by any accessories, user manuals and documentation). It must also be in the original packaging (strictly in its original cellophane wrapping and with the corresponding invoice). To complete your return, we obviously require a receipt or proof of purchase.
To qualify for a return, your item must also be damaged or have issues. In such a situation, you must send proof of the defect(s) to contact@peluche-kingdom.com (description and attached photos).
When will I not be able to get a refund?
1) If the product has been used and is therefore not resalable as is.
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 returns process was not followed.
3) Return Shipping Costs
When returning an item, you are responsible for the costs. You must pay the shipping costs to return the item(s) to us.
4) Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request.
If your cancellation request is approved, your refund will be processed. Then we will send you a voucher for the amount due or a credit will automatically be applied to your credit card or original method of payment (you will have previously paid the shipping costs to the carrier to return the parcel to us).
The refund will be issued on our end within a maximum of 14 working days from the date we receive the returned parcel(s). Once the refund is issued, you may receive it a few days to two weeks later depending on the refund method applied. No cash on delivery shipments will be accepted, whatever the reason.
5) Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item in this case, send us an email at contact@peluche-kingdom.com.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. When exchanging a product, there are no fees except for the shipping costs to return the damaged item to us.
6) Shipping
To return your product, you should Contact us (contact@peluche-kingdom.com) to get the return address for 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 over 50 €, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
7) Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first 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 company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please Contact us at contact@peluche-kingdom.com.