Refund policy

Refund Policy

This policy applies to all purchases and campaign orders placed through YourPlush (shop.yourplush.net / yourplush.shop). All amounts are in US dollars (USD).

YourPlush is operated by:

Arazhul Shop GmbH
Ludwig-Erhard-Allee 10
76131 Karlsruhe
Germany
Email: support@yourplush.net

Campaign Orders and Pledges

Most YourPlush products are offered through a limited-time crowdfunding-style campaign model. For certain campaigns, customers initially place a small pledge, typically $2, towards the total purchase price of the product. The campaign goal, total product price, initial pledge and remaining amount payable are displayed on the respective campaign page and during checkout.

If a campaign reaches its goal — typically 200 supporters, unless otherwise stated on the campaign page — it is successfully funded and production is initiated. The remaining balance is then charged to the payment method authorised when the pledge was placed.

Cancellations Before Funding

As long as a campaign has not yet been successfully funded, you can cancel your order at any time without giving reasons. Contact us at support@yourplush.net with your order number, and your pledge will be refunded to the original payment method.

Successfully Funded Campaigns – All Sales Final

Once a campaign has been successfully funded, production is initiated and all orders become final. From this point, cancellations, changes to quantity or product variant, and refund requests are no longer possible.

Every plush is produced exclusively for the supporters of its campaign as a limited edition, and we produce exactly the number of units ordered. Returns of undamaged items are therefore not accepted. Replacements are only possible for damaged or defective products (see below).

Please only support a campaign if you intend to complete the purchase in the event that it is successfully funded.

This final-sale policy does not limit mandatory statutory consumer rights that cannot be excluded under the law applicable to you (see "Mandatory Consumer Rights" below).

Unsuccessful Campaigns

If a campaign does not reach its goal within the campaign period, it will not proceed. The order is cancelled and the initial pledge is refunded to the original payment method. No remaining balance will be charged.

Failed Remaining Payment

When a campaign is successfully funded, we attempt to collect the remaining balance using the payment method authorised at the time of the pledge. If the payment fails, we will notify you by email and retry the charge. If the remaining amount still cannot be collected, the order will be cancelled and you will not receive the plush. The initial pledge will be refunded to the original payment method. YourPlush is not obligated to reserve or produce a product for an order that has not been fully paid.

Order Changes

After a campaign has been successfully funded, changes to quantity or product variant are no longer possible.

You can change your shipping address yourself at any time before shipment by logging in to your account at shop.yourplush.net with the email address used for your order. Once the order has shipped, the address can no longer be changed. Please see our Shipping Policy for details on returned parcels and reshipment fees.

Damaged, Defective or Incorrect Products

If your plush arrives damaged, defective, incorrect or with a production issue, please contact us at support@yourplush.net as soon as possible after delivery with your order number and a short video clearly showing the issue.

Once we have confirmed the issue, we will send a replacement plush to the same delivery address free of charge. You do not need to return the damaged item unless we ask you to. If a replacement is not possible, we will offer a refund. This does not affect your statutory warranty rights.

Lost Parcels

If your parcel is officially confirmed as lost by the shipping carrier, we will send a replacement to the same delivery address at no cost to you. Please see our Shipping Policy for details.

Mandatory Consumer Rights

Consumer protection rights vary between countries and regions. Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or restricted under the law applicable to you. Where mandatory local consumer protection law provides withdrawal, cancellation, refund, warranty or other rights, those rights remain unaffected by this policy.

The withdrawal information below applies only to consumers whose local law grants a mandatory right of withdrawal for distance contracts (for example consumers in the EU and the UK). For all other customers, the final-sale policy above applies.

Statutory Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods; or, if several goods ordered together are delivered separately, took possession of the last goods; or, if goods are delivered in several partial shipments, took possession of the last partial shipment.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement, for example by letter or email:

Arazhul Shop GmbH
Ludwig-Erhard-Allee 10
76131 Karlsruhe
Germany
Email: support@yourplush.net

You may use the model withdrawal form below, but this is not mandatory. To meet the deadline, it is sufficient to send your communication before the withdrawal period has expired.

Effects of Withdrawal

If you validly withdraw from the contract, we will reimburse all payments received from you in connection with the withdrawn purchase, including standard delivery costs. Additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us will not be reimbursed.

Reimbursement will be made without undue delay and no later than 14 days after the day we receive your withdrawal notification, using the same payment method as the original transaction unless expressly agreed otherwise. You will not incur any reimbursement fees.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that the goods have been returned, whichever occurs first.

You must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal to:

Arazhul Shop GmbH
Einsteinstr. 5
76316 Malsch
Germany

The return deadline is met if you send the goods before the 14-day period has expired. You are responsible for the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Model Withdrawal Form

If you wish to withdraw from the contract, you may complete and return this form.

To: Arazhul Shop GmbH, Ludwig-Erhard-Allee 10, 76131 Karlsruhe, Germany — Email: support@yourplush.net

I/We () hereby give notice that I/We () withdraw from my/our (*) contract for the purchase of the following goods:

Ordered on () / received on ():

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date:

(*) Delete as appropriate.