Refund policy

Return & Refund Policy – mytinsels

Last updated: 29 September 2026

This Return & Refund Policy forms part of the Terms of Service of Mytinsels Toy ("mytinsels", "we", "us"), home of Cuddlebury plush. By placing an order at mytinsels.com, you enter into a contract with us on the terms and policies shown to you at checkout.

Nothing in this policy excludes or restricts your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Seller: Mytinsels Toy, Hartmann Road, London E16 2PX, United Kingdom
Email: floarl.corp@gmail.com

1. Our 30-Day Money-Back Guarantee

Changed your mind? You can return any item for a refund within 30 days of delivery, for any reason. This is longer than the 14-day cancellation period that UK law gives you, and it includes it.

To start a return:

1. Email us at floarl.corp@gmail.com within 30 days of delivery with your order number and the item(s) you want to return.
2. We'll reply with return instructions and the correct return address.
3. Send the item back within 14 days of telling us.

Please don't send an item back without contacting us first. The address on your parcel may belong to a courier or warehouse, not our returns facility, and we can't be responsible for parcels sent there.

Condition of returns: please return items unused, unwashed and, where possible, in their original packaging with tags. You may handle an item the way you would in a shop to check it. If an item has been used, washed, stained or damaged beyond that, we may reduce your refund to reflect the loss in value.

Return postage for change-of-mind returns: you pay the cost of sending the item back. We recommend a tracked service, as we can't refund an item we don't receive. Return postage is not refundable for change-of-mind returns.

2. Damaged, Faulty, Incorrect or Not-as-Described Items

If your item arrives damaged, faulty, or different from what you ordered or from how it was described, contact us as soon as possible at floarl.corp@gmail.com with:

• Your order number
• Clear photos of the whole item and close-ups of the problem
• A photo of the outer packaging and shipping label

Please keep the item and its packaging while we look into it.

Under the Consumer Rights Act 2015 you're entitled to:

• A full refund within 30 days of delivery, or
• A repair or replacement within 6 months. If that doesn't fix the problem, you can then choose a refund.

In these cases we cover all return costs. We may let you keep the item instead of sending it back.

3. How Refunds Work

• We'll refund you within 14 days of receiving your return, or of you giving us proof that you've sent it back, whichever is sooner. For faulty items we refund within 14 days of agreeing that a refund is due.
• Refunds go to your original payment method. We won't replace a refund you're legally entitled to with store credit.
• For a full order returned within the 14-day legal cancellation period, we'll also refund your standard delivery cost. This doesn't include any extra you paid for express delivery.
• Bundle discounts: if you return part of a discounted bundle (for example "Buy 2, save 10%" or "Buy 3, get 1 free"), we refund the amount you actually paid for that item after the discount.

Your bank may take a few extra working days to show the refund.

4. Order Cancellations

To cancel an order, email us as soon as possible.

• If it hasn't been dispatched yet: we'll cancel it and refund you in full.
• If it has already been dispatched: we may not be able to stop it. You can still return it under our 30-day guarantee once it arrives.

5. Product Photos & Small Variations

Our plush toys are made in production batches, so small differences can occur, such as slight colour differences caused by lighting or screens, small stitching differences, or size variations of about ±2 cm. These don't make an item faulty. They also don't affect your 30-day change-of-mind right, or your rights if an item is materially different from its description.

6. International Fulfilment

We work with manufacturers and fulfilment partners overseas, so your order may be dispatched from outside the UK, including from China. Tracking updates, labels and packaging may therefore show a third-party supplier or logistics provider. This doesn't affect any of your rights under this policy.

7. Undeliverable, Refused & Unclaimed Parcels

Please make sure your delivery address is correct. If a parcel comes back to us because the address was wrong or incomplete, it wasn't collected, or delivery was refused, contact us. We'll refund you, minus any reasonable extra costs we incurred, as the law allows. Refusing a parcel on its own doesn't count as cancelling the order, so please email us as well.

8. Fraud & Return Abuse

We may investigate claims that look fraudulent. Examples include altered photos, items damaged on purpose, false non-delivery claims, returning a different item, or claiming twice for the same order. Where we have reasonable evidence of abuse, we may reject the claim, cancel orders, or share evidence with your payment provider. Genuine claims and your statutory rights are never affected.

9. Payment Disputes & Chargebacks

If something's wrong with your order, please contact us first. Most issues are sorted within a day or two. If you open a dispute with your bank or card provider, we may share relevant records with them, such as order, payment, tracking and delivery details, our messages with you, and this policy. This never prevents you from disputing an unauthorised transaction or using your legal rights.

10. Contact Us

For returns, refunds, damaged items, cancellations or any other order question, email floarl.corp@gmail.com with your order number and the email you used at checkout. We aim to reply within 24–48 hours.

Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded under UK law.