Canterbury Lane Plush Return Policy
At Canterbury Lane Plush, your satisfaction is our top priority. We understand that sometimes a product may not be quite what you expected — and that’s okay. To ensure a smooth shopping experience, we offer a clear and fair return policy to support you when things don’t go as planned.
🕒 Return Window
You may return eligible items within thirty (30) calendar days of receiving your order. This return period begins on the day your delivery is confirmed. Please note that requests submitted after the 30-day window will not be accepted, so we encourage you to inspect your order upon arrival and reach out to us promptly if a return is needed.
✅ Return Eligibility
To qualify for a return, the following conditions must be met:
- The item must be unused, unworn, and in original condition
- All original tags must be attached
- The item must be returned in its original packaging, including any protective materials
- You must provide proof of purchase (e.g., order number, confirmation email, or receipt)
Unfortunately, we cannot accept returns that do not meet these criteria.
📩 How to Initiate a Return
To begin the return process, please email us at team@canterburylaneplush.com with the following:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Any relevant photos (if applicable)
Once our team reviews and approves your request, we’ll send you detailed return instructions, including the correct return address. Please do not send any items back without prior approval, as unauthorized returns cannot be processed and may result in additional shipping costs at your expense.
📦 Shipping Your Return
When shipping your item:
- Make sure it is securely packaged to prevent damage
- Use a trackable shipping service and consider purchasing insurance
- Return shipping costs are the customer’s responsibility, unless the return is due to a mistake on our end (such as receiving a damaged or incorrect item)
Canterbury Lane Plush is not responsible for items lost or damaged in transit during a return.
🛠️ Damaged or Incorrect Items
If your item arrives damaged or is not what you ordered, please contact us immediately at team@canterburylaneplush.com. Be sure to include:
- A description of the issue
- Clear photos of the product and packaging
We will review your case and offer a resolution — which may include a replacement, refund, or exchange, depending on the situation.
🚫 Non-Returnable Items
Some items cannot be returned, including:
- Custom or personalized products
- Perishable goods (e.g., flowers or plants)
- Personal care items (e.g., hygiene products)
- Hazardous materials, flammable liquids, or gases
- Gift cards
- Sale items marked final sale
If you’re unsure whether your item is eligible for return, feel free to reach out to us before initiating a return.
🔄 Exchanges
Need to exchange an item? The quickest way is to return the original item through our return process and place a new order for the item you want instead.
🇪🇺 EU Customers – 14-Day Cooling-Off Period
If you’re located in the European Union, you are entitled to cancel or return your order within 14 days of receipt — no questions asked. The item must still meet our standard return eligibility criteria: unused, in its original packaging, and with proof of purchase.
💳 Refunds
Once we receive and inspect your return, we’ll notify you about the status of your refund. If approved, your refund will be issued to the original payment method.
Please allow up to 10 business days for the refund to appear on your statement, depending on your bank or card provider. If it’s been more than 15 business days and you haven’t received your refund, contact us at team@canterburylaneplush.com.
Thank you for choosing Canterbury Lane Plush — where every plush is packed with love, and customer care comes first.
