Refund policy

Plush Capsule – Return & Refund Policy

Last updated: March 23, 2026

We want you to be happy with your purchase from Plush Capsule. Please review the details below before placing your order.

1. Return & Refund Eligibility

1.1 Return window

You may request a return within 30 days of receiving your order. After 30 days, returns are no longer accepted.

1.2 Condition of items

To qualify for a return and refund:

  • Products must be unused
  • Items must be in their original condition and packaging
  • Items must be in resellable condition

We reserve the right to refuse a return if the item shows signs of use, damage, or alteration.

2. Non-Returnable Items

The following items are final sale and not eligible for return or refund:

  • Used or damaged items not caused by us
  • Items purchased through the Arcade (Mystery Bundle)

2.1 Arcade Policy (Mystery Bundle)

Arcade purchases include:

  • 1 item of your choice
  • 2 randomized items at a discounted bundle price

Because these items are sold at a discounted and randomized basis, all Arcade purchases are final sale and non-returnable.

3. How to Request a Return

3.1 Return requests

Within 30 days of receiving your order, email us with:

  • Your full name
  • Order number
  • Reason for return
  • Photos of the product (if relevant)

You can reach us at:

support@plushcapsule.com
plushcapsule@outlook.com

3.2 Return process

  • Our team will respond with return instructions
  • Once we receive and inspect your item, we will process your refund
  • Processing times may vary depending on order volume

4. Refunds

4.1 Approved refunds

If your return is approved:

  • A full refund will be issued to your original payment method
  • Refund timing depends on your bank or payment provider

4.2 Rejected returns

If your return does not meet eligibility requirements, it may be denied or sent back to you.

5. Damaged or Defective Items

5.1 Reporting an issue

If your item arrives damaged or defective, contact us within 7 days of delivery with:

  • Your order number
  • Description of the issue
  • Clear photos of the damage or defect

5.2 Resolution

If confirmed, we will:

  • Send a replacement at no extra cost, or
  • Issue a refund if a replacement is not available

6. Order Cancellations

6.1 Standard orders

Orders may be canceled within 24 hours of purchase. After this, orders may already be processed and cannot be canceled.

6.2 High-demand orders

Due to high order volume (including viral demand), orders may enter fulfillment quickly and may not be cancelable after processing begins.

7. Shipping Issues

7.1 Delivered but not received

If tracking shows delivered but you did not receive your order, contact us within 5 days of the delivery date.

7.2 Carrier investigation

We will assist in opening an investigation with the shipping carrier. Resolution depends on carrier findings.

8. Return Shipping Costs

  • Customers are responsible for return shipping costs
  • If the item is defective or incorrect due to our error, we will cover return shipping

We recommend using a trackable shipping service, as we are not responsible for items lost in transit.

9. Contact

For any questions regarding this policy, contact us:

Support:
support@plushcapsule.com

Alternate Contact:
plushcapsule@outlook.com

Mailing Address:
Plush Capsule
5669 N Oracle Rd Suite 2102
Tucson, AZ, United States