Refund policy

Last Updated: July 9, 2026

1. Overview

This Return & Refund Policy ("Return Policy") constitutes part of the agreement between STFD LLC, a California limited liability company doing business as Plushophile ("STFD LLC," "Plushophile," "we," "our," or "us") and you, the individual purchasing Products or Services ("Customer," "you," or "your").

This Return Policy governs refunds, returns, exchanges, cancellations, rejected Modification Items, abandoned property, and Media Service refunds.

This Return Policy should be read together with our:

Where a conflict exists, the policy more specifically governing the applicable Product or Service shall control.

2. Physical Products

Because many Products sold by Plushophile are hygiene-sensitive novelty items and are sealed using multiple destructive tamper-evident security seals, returns are accepted only under the conditions described below.

Eligible Returns

Products are eligible for return only if ALL of the following conditions are satisfied:

the return request is submitted within fourteen (14) days after delivery;
the Product remains unopened;
the original packaging is fully intact;
all tamper-evident seals remain fully intact;
none of the seals show evidence of opening, tampering, removal, replacement, or damage;
the serial numbers on all security seals match Plushophile's shipment records;
the Product remains in substantially the same condition in which it was shipped;
and the Customer has obtained return authorization from Plushophile.

If any of these conditions are not satisfied, the Product is not eligible for return except where applicable law requires otherwise.

3. Requesting a Product Return

To request a return, the Customer must email:

support@plushophile.shop

within fourteen (14) days after delivery.

The request must include:

order number;
Customer name;
reason for the request;
photographs of the unopened package;
photographs clearly showing every tamper-evident seal;
photographs sufficient to verify each seal's unique serial number; and
any additional information reasonably requested by Plushophile.

Plushophile may deny any return request that does not provide sufficient information to verify eligibility.

Customers are responsible for return shipping unless otherwise required by applicable law.

4. Products That Cannot Be Returned

Except where applicable law requires otherwise, Products are not eligible for return if:

the original packaging has been opened;
any tamper-evident seal has been broken, removed, cut, punctured, or damaged;
the Product has been used;
the Product has been modified after delivery;
the Product has been altered by anyone other than Plushophile;
the Product has been contaminated;
the Product has been damaged after delivery;
or the Product otherwise fails to satisfy the eligibility requirements described in this Return Policy.

Because the security seals are destructive, breaking any seal voids eligibility for return except where prohibited by applicable law.

5. Modification Services

Modification Services are custom services performed specifically for the Customer.

Accordingly, Modification Service fees are governed separately from Product returns.

Unless expressly stated in the Modification Services Terms or required by applicable law:

Modification Service fees become non-refundable once work begins.
Modification Services cannot be canceled after modification work has commenced.
Completed Modification Services are not eligible for refund solely because the Customer's subjective expectations differ from the completed work where the Modification Item substantially conforms to the approved request.
Handling Fees, inspection time, consultation time, administrative processing, and similar earned service charges are non-refundable.

Where Plushophile determines before work begins that requested Modification Services cannot reasonably be completed, refunds shall be administered in accordance with the Modification Services Terms.

6. Customer-Owned Modification Items

Customer-Owned Modification Items remain the property of the Customer.

If a Customer-Owned Modification Item is rejected during inspection, cannot reasonably be modified, or otherwise cannot proceed under the Modification Services Terms, Plushophile will return the Modification Item after any applicable return shipping charges have been paid.

Customers are responsible for all applicable return shipping charges.

Customer-Owned Modification Items that remain unclaimed or for which return shipping remains unpaid for more than thirty (30) days may be deemed abandoned and disposed of in accordance with the Modification Services Terms.

7. Media Recording Services

Media Services are creative services.

Unless otherwise required by applicable law:

Complimentary Promotional Videos have no cash value.
Complimentary Promotional Videos are not eligible for refund.
Private Keepsake Video fees become non-refundable once production begins.
Completed Media Services are not refundable because of subjective dissatisfaction with artistic or creative decisions.

Where Plushophile determines before production begins that a purchased Private Keepsake Video cannot reasonably be produced, the applicable Media Service fee will be refunded.

Refunds relating to Media Services are also governed by the Media Recording & Content License Terms.

8. Damaged, Incorrect, or Defective Orders

Customers should inspect shipments immediately upon delivery.

If a shipment appears damaged, incorrect, or defective, Customers should notify Plushophile as soon as reasonably practicable and include photographs documenting the issue.

Plushophile will investigate the matter and determine an appropriate resolution consistent with applicable law and these policies.

Nothing in this section expands any warranty expressly disclaimed elsewhere in the Terms of Service.

9. Approved Refunds

If a refund is approved, Plushophile will process the refund using the original payment method whenever reasonably practicable.

Financial institutions and payment providers may require additional time before refunded amounts appear in the Customer's account.

Approved refunds do not include:

original shipping charges, unless required by law;
return shipping charges, unless expressly authorized by Plushophile or required by law;
Handling Fees;
inspection fees;
administrative fees;
earned Modification Service fees;
earned Media Service fees; or
other non-refundable amounts described in these policies.