Refund policy

If a campaign does not reach its floor, you get all of your money back

Every RoPlush campaign has a unit floor — the minimum number of backers needed before anything is manufactured. It is stated on the campaign page, before you order, and it is 200.

If a campaign closes below its floor:

• Nothing is manufactured.
• Every order is refunded in full — the price you paid, including the shipping charged at checkout.
• You do not have to ask, claim, or fill anything in. The refund goes back to the payment method you used.
• No order is converted into store credit, a voucher, a discount, or a place in a different campaign.

Refunds are issued within 7 days of the campaign closing. Your bank or card issuer then takes a further 2 to 7 business days to post the money to your account.

We email you when the refund is issued. If it has not arrived after that window, write to support@roplush.com with your order number and we will chase it.

All sales are final

Your order is final from the moment you place it. There is no cancellation and no change-of-mind refund, while a campaign is running or after it closes. A campaign that clears its floor goes into manufacture against the exact number of units ordered.

Money goes back in four cases, and this page covers all of them:

• The campaign closes below its floor.
• The run is cancelled and cannot be made.
• The plush arrives damaged, defective, or is not what you ordered.
• Your delivery address is changed to a country we do not ship to.

If your plush is damaged, defective or wrong

Check your parcel when it arrives. If the plush is damaged, defective, or is not the item you ordered, write to support@roplush.com within 7 days of delivery with your order number, what is wrong, and a photograph. For a wrong item, photograph the shipping label peeled back to show the label underneath.

• We replace it from the run.
• Where the run is exhausted and no replacement exists, we refund the item.
• We pay return postage where we ask for the item back.

A plush may vary slightly from the campaign photography. Colour, seam placement and stitching shift between a prototype and a production run, and dye lots vary. That is not a defect.

A parcel damaged in transit is covered by the shipping policy, on the same 7-day window.

If a run cannot be made

A campaign that cleared its floor can still fail to reach manufacture, through a factory failure, a licensing problem, or a partner withdrawing.

If that happens, every affected order is refunded in full, on the timings at the top of this page, and the campaign page says what happened. Campaign pages stay online after they end, including the ones that did not work out.

A pledge whose balance cannot be charged when the campaign opens is refunded.

If your address moves outside the countries we ship to

The shipping policy lists the countries we ship to. If your delivery address is changed after you order to a country that is not on that list, the order is refunded in full and nothing is shipped.

How refunds are paid

Refunds go back to the original payment method, through Stripe. We cannot send a refund to a different card, a different account, or a different person.

If the card you paid with has since expired or been cancelled, the refund normally still reaches the account behind it. If it does not, contact your bank first, then write to us.

Your statutory rights

Nothing on this page removes a right your own consumer law gives you and does not allow us to exclude. Where such a right applies to your order, it applies whatever this page says.

Questions

Write to support@roplush.com with your order number.

This policy sits alongside the terms of service.