Return and Refund Policy

Your satisfaction is our top priority at Hangzhou Pengchen Technology. We offer a wide selection of lovely plush dolls and cute stuffed toys, and we fully guarantee the quality of all our products. This policy clearly states our return, exchange and refund rules, aiming to deliver a simple and hassle-free experience for every customer.

We adhere to fair and transparent service principles. Please read the terms below to learn about return requirements, operating procedures and related regulations. We will process all valid return applications promptly and properly.

Return Eligibility and Requirements

To apply for a return, your items must meet the following standards to ensure they can be resold normally. Please check carefully before sending back your package.

Item Condition Standards

Returned plush toys must be brand new, unused and unopened. There should be no stains, odors, wear, damage or traces of use. Opened, washed, played with or modified products will not be accepted for return. All returned goods will be inspected strictly by our team.

Packaging and Documentation Requirements

Please keep all original packaging, product tags, protective bags and accessories. Returns without complete original packaging may be rejected. We suggest you retain all packaging materials until you confirm to keep the items.

Time Frame Limitations

All return requests must be submitted within 30 days after delivery. This period is enough for you to inspect your products, while ensuring the items stay in new condition.

Resellable Condition Standards

All returned items must be fully resellable. Any product that affects secondary sales due to dirt, damage or use will not be eligible for a full refund.

Non-Returnable Items and Exclusions

Due to hygiene, safety and business rules, the following products are not supported for return or exchange:

Personalized and Custom Products

Customized or personalized plush dolls are made exclusively for you and cannot be resold. These items are non-returnable. Please confirm all custom details before placing an order.

Used or Altered Items

To maintain public hygiene, we do not accept returns of plush toys that have been used, cleaned, cut or altered in any form.

Digital and Intangible Products

Digital products, gift cards and virtual services cannot be returned after purchase.

Final Sale and Clearance Items

Clearance and final sale products are non-returnable unless they arrive with factory defects or transportation damage.

Return Process and Procedures

Please follow the steps below to complete your return application:

Initiating a Return Request

Send an email to our customer service: support@hangzhoupengchen.com. Please state your order number, item name and return reason. If the product is damaged, attaching photos will help us speed up processing.

Receiving Return Authorization

After review, we will send you a Return Authorization (RA) number and detailed shipping instructions. Please mark the RA number clearly on the outer package. Returns without authorization will be delayed or refused.

Preparing Your Return Package

Repack the plush toys with original boxes and accessories. Use sturdy packaging to avoid damage during transit.

Contact Returns Department

If you have questions about return rules, progress or refunds, feel free to contact our support team.

Please provide your order number and RA number (if available) for faster assistance.

• Email: support@hangzhoupengchen.com