Returns, refunds & cancellations
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Why we don't accept returns
Soft toys are hugged, kissed and slept with. For hygiene and safety reasons, we can't take back a toy once it has been delivered, including for change of mind or if it isn't what you expected. This way, every toy we send out is brand new and has never been in another home.
Damaged, defective or wrong item
If something isn't right, we'll make it right.
- Contact us within 48 hours of delivery on WhatsApp (+91 72491 29886) or by email (vin.nanded@gmail.com), with your order number (for example ORD-1009).
- Share an unboxing video, recorded in one go from opening the sealed parcel, plus clear photos of the problem.
- Once we've checked it, we send a free replacement. If that toy is out of stock, you can choose another toy or get a full refund for it.
We may ask you to send the item back first; if so, we arrange the pickup or pay the return shipping.
What counts as a problem
- A torn seam, hole or stain on arrival
- A missing or broken part (for example an eye, a bow or a keychain ring)
- The wrong toy, or a missing toy from your order
What isn't a defect
- A difference in size of up to 2–3 cm from the size listed. Every plush is stuffed and stitched by hand.
- A slightly different shade of colour from the photos. Screens show colours differently.
- A big teddy that looks flat or squashed on arrival. It was vacuum-packed; see our Shipping policy to fluff it up.
- A light "new toy" smell, which goes away after airing for a day.
- Wear from normal play, washing or not following the care instructions.
Claims made after 48 hours, or without an unboxing video, may not be accepted.
Cancelling an order
- You can cancel free of charge before your order is dispatched. WhatsApp us at +91 72491 29886 or email vin.nanded@gmail.com with your order number.
- Once an order has been dispatched, it can't be cancelled.
- We may cancel an order if a toy goes out of stock, the payment can't be verified, or the address can't be served. You'll get a full refund if you've paid.
Refunds
- Prepaid orders are refunded to your original payment method (UPI, card or net banking) through our payment partner, Razorpay.
- We start the refund within 2 working days of approving it. Your bank then usually takes 5–7 working days to show it.
- For cash-on-delivery orders, we refund by UPI or bank transfer to an account you share with us.
- Shipping charges are refunded when the mistake was ours.
Need help?
Our grievance officer is Vedant Indurkar. Email vin.nanded@gmail.com or call +91 72491 29886. We acknowledge every complaint within 48 hours and resolve it within one month at most.