Return & Exchange Policy

💫 Easy 30-Day Return Guarantee

At Duoai Plush, we want you to be completely satisfied with every purchase. If you're not happy with your order, we're happy to accept returns within 30 days of delivery.

✅ Return Eligibility

• Items must be unused and in their original condition
• Products should include original packaging, tags, and any accessories
• Returns must be initiated within 30 days of receiving your order

🚚 Return Shipping

• If the return is due to customer reasons (e.g. changed mind, wrong item ordered), the return shipping cost is the customer’s responsibility
• If the return is due to our mistake (e.g. damaged, defective, or incorrect item), we will cover the return shipping

🔁 How to Initiate a Return or Exchange

1. Email our customer service team at duoaigift@gmail.com with your order number and reason for return
2. We will respond with return instructions and the return address
3. Ship the item back using a trackable shipping method

Note: Unless the item is defective or incorrect, the return shipping fee is not refundable.

🔄 Exchange Policy

Want a different item instead?
Contact us within 30 days, and we’ll help you find the perfect replacement.
Exchange availability depends on current stock.

💳 Refund Process

Once we receive and inspect your returned item, we’ll process your refund within 5–7 business days.
Refunds will be returned to your original payment method.
Please allow additional time depending on your bank or payment provider.

🚫 Non-Returnable Items

• Customized or personalized products
• Items marked as final sale or clearance
• Used or damaged items not due to shipping issues
• Items returned outside the 30-day window

🛠️ Received a Damaged or Wrong Item?

We're sorry! Please email us at duoaigift@gmail.com right away.
We’ll arrange a replacement or full refund at no extra cost to you.

🛍️ Continue Shopping

Thanks for choosing Duoai Plush!
We’re here to bring joy—one hug at a time.

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