Pearls Toys Return & Exchange Policy

At Pearls Toys, we stand behind the premium quality of every plush companion we offer. Every plushie is carefully inspected to ensure it is ultra-soft, safe, and made with high-quality materials. Because each product is packed with care, returns or exchanges are accepted only within 5 days of delivery in cases of damage, manufacturing defects, or quality issues.

Return Eligibility

We happily accept returns for the following specific issues:

• Manufacturing Defects: Open seams, tearing, or stitching flaws.

• Safety Concerns: Loose threads or detached parts (eyes, noses, or accessories).

• Quality Issues: Significant shape deformation, severe under-stuffing, or a dirty/damaged product received upon delivery.

• Wrong Product Delivered: Receiving a different plush toy than the one you ordered.

We cannot accept returns for:

• Change of mind or personal preference.

• Custom or personalized plushies.

• Plush toys that have been washed, used, soiled, or have had their original tags removed.

• Issues reported after the 5-day return window.

Unboxing Video Requirement

Important: To help us process your claim quickly, a continuous, unedited unboxing video is mandatory for all return or exchange requests.

Please ensure your video includes:

• A clear view of all sides of the sealed package before opening.

• The complete unboxing process without any cuts or edits.

• An immediate inspection of the plushie.

• A quick squeeze of the plush to show the stuffing consistency and check the stitching and accessories.

• A clear close-up of any damage, defect, or issue.

• Your order number visible on screen or spoken clearly in the video.

Return Process

1. Contact Us: Email us within 5 days of delivery at sales.pearlstoys@gmail.com.

2. Share Proof: Attach the mandatory unboxing video along with clear photos of the issue.

3. Review: Our support team will review your request within 2–3 business days.

4. Return Instructions: If your request is approved, we'll provide instructions to return the plushie. For valid claims, Pearls Toys will cover the return shipping cost.

Refunds & Replacements

Refunds

Once your return is approved and received, your refund will be processed to the original payment method within 7–10 business days. Original shipping charges (if applicable) are non-refundable.

Damaged Shipments

If your package arrives visibly damaged during transit, please contact us within 48 hours of delivery with photos and the unboxing video. We will arrange a replacement at no additional cost.

Contact & Returns Address

For any return, exchange, shipping, or product-related queries, please contact us:

Email: sales.pearlstoys@gmail.com

Returns Address:

Pearls Toys