Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or significantly different from what was shown, you are entitled to a repair, replacement or refund — this applies to all items, including sale items, and is separate from the change-of-mind policy below.

Change-of-mind returns

We offer a 30-day return window — you have 30 days after receiving your item to request a return for change of mind.

To be eligible, your item must be in the same condition you received it, with any original packaging it was sent in. You'll also need your receipt or proof of purchase. As most of our items are pre-loved or one-of-a-kind collectables, please choose carefully — and note that for change-of-mind returns, return postage is at the buyer's cost.

To start a return, contact us at hello@plushqueen.com.au. If your return is approved, we'll send you the return address. Please don't send anything back before requesting a return — items sent without an approved request can't be accepted.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives and contact us straight away at hello@plushqueen.com.au if anything is damaged, faulty, or not what you ordered. We'll make it right — under the Australian Consumer Law this may mean a repair, replacement or refund depending on the issue, and we'll cover return postage in these cases.

Items we can't accept for change-of-mind returns

Gift cards
Custom or personalised orders (where offered)

This doesn't affect your rights if one of these items is faulty or not as described.

Exchanges

The quickest way to get what you want is to return your item for a refund (once approved) and place a new order for the item you'd prefer — especially important with one-of-a-kind stock, where an item may sell in the meantime.

European Union — 14-day cooling-off

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason, without justification. The item must be in the same condition you received it, with any original packaging, and you'll need your receipt or proof of purchase.

Refunds

Once we've received and inspected your return, we'll let you know whether it's approved. If approved, we'll refund your original payment method within 10 business days. Please note your bank or card provider may take extra time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at hello@plushqueen.com.au.