Refund Policy

Scope Of This Policy

This policy covers custom plush orders made by Orui Toys, including one piece. Every order is made to order: there is no ready-to-ship stock, and a single piece still goes through sampling or production.

Cancellation, return, quality and refund questions are handled under the written quotation, order confirmation or proforma invoice (PI) for that project, together with any rights that cannot be excluded under the law that applies to you. Where a signed document and this page differ, the signed document governs the commercial arrangement.

Change Of Mind And Cancellation

A custom plush order is not a stock item, so a standard “unused goods, return within a set number of days” arrangement does not automatically apply. If you need to cancel or reduce an order, tell us in writing as soon as you know, with the order reference, the part you want to cancel and the reason.

The position is assessed against the stage the order had reached:

• Not started — no pattern, material or production time has been committed.
• In development or sampling — design, pattern, sample and revision work is in progress.
• Materials purchased or in production — fabric, components, printing or sewing work has been ordered or completed.
• Packed or shipped — goods are packed, handed to a carrier or already in transit.

Each stage covers work already completed or committed, so the outcome is agreed in writing for your order rather than applied as a fixed penalty. Ask us for the position before assuming a deposit is lost or the full value stays payable.

Sample And Development Fees

Sample and development work is quoted per project. A quotation can cover pattern and engineering time, materials, embroidery or printing, special components and the revision rounds included; courier charges, testing and any tooling are usually quoted separately. Sample fee ranges, and whether a fee is credited against a later bulk order, are confirmed in the quotation and order rather than assumed.

If a credit against production matters to your budget, raise it before approving the sample so it can be written into the quotation; work beyond the approved brief is quoted separately.

Approved Specification And Changes

Production is checked against the approved specification: the approved sample, the dimensions, materials and colours, the artwork files and the agreed packaging version. When you approve a sample, you confirm the appearance and hand feel that production should match.

If you change a design, size, material, colour, quantity or packaging after approval, we confirm the effect on cost and schedule in writing before the change is applied. Approval of a sample does not remove our responsibility to produce to that approved standard: a change you requested, a deviation in production and damage in transport are reviewed separately, because cause and remedy differ.

Faults, Errors, Shortages And Transport Damage

Tell us as soon as you find a problem after delivery, with the order reference, the affected quantity, clear photographs or a video, and the packing and transport records you have. Keep the affected units, their packaging and the approved sample or specification available for the check.

We compare the goods with the golden sample, the approved specification, the inspection records, the packing records and the transport evidence to establish what happened. Please report promptly: some defects appear only after handling or use, so a later report is reviewed on what can still be established rather than refused on the number of days alone.

What We Can Do

Once the cause and the affected quantity are clear, the options are reviewed for that case: rework, repair or replacement parts, replacement units, a price adjustment, or a refund of the affected value. Which one fits depends on the defect, the quantity, the agreed terms and where responsibility sits.

The chosen solution is confirmed in writing, including what it covers and when it will be completed. Causes outside the order, such as storage or handling after arrival, or a change made without approval, are reviewed on their own facts.

Returning Goods And Refunds

Contact us before sending anything back, so we can confirm which items are needed, the address, how they should be packed, and who arranges and pays for the return. Do not ship to an address that has not been confirmed for your case.

When a refund is agreed, the written confirmation states the amount, what it covers and how it will be paid. The time a payment then takes to appear depends on the payment provider or bank handling it.

Your Rights And How To Contact Us

Nothing in this policy excludes or limits rights or remedies that cannot be excluded under applicable law. If a mandatory consumer protection rule in your market gives you a stronger position than this page, that rule applies.

For anything on this page, contact us with your order reference through the contact page, or write to landy@oruitoys.com. Transport timing, freight cost and delivery terms are covered on the shipping and delivery page; production planning is covered on Production & Delivery.

This page describes how Orui Toys handles cancellations, sample fees, faults and refunds. It sits alongside the quotation, order confirmation or PI for each project and does not replace them.