Refund policy

We want you to sleep well on our bedding. If it isn't right, you can send it back.

You have 30 days

You have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. We extend that to 30 days. The period starts the day after your order arrives, or the day after the last item arrives if your order came in more than one parcel.

Once you have told us you are returning something, you have a further 14 days to send it back.

How to start a return

Email support@plushtree.com with your order number. You can also use the withdrawal form in our Terms of service, or simply tell us in your own words — any clear statement works, and you don't need to give a reason or create an account.

We will reply with a prepaid return label and instructions. Please don't send anything back before you've heard from us, and please don't send returns to our registered address — it isn't a collection point and parcels sent there may not reach us.

Returns are free

You pay nothing to send something back. We email you a prepaid return label: print it, attach it, drop the parcel off. If you would rather use your own carrier, you are welcome to, but that cost is yours.

We also refund the standard delivery cost you paid on the original order. If you chose a faster or more expensive delivery option, we refund the standard amount.

Condition

Please open the packaging carefully and keep it. You are welcome to unfold your bedding, look at the colour in your own light, and feel the fabric — exactly as you would in a shop. That never affects your refund.

What does affect it is use beyond that. If an item comes back washed, slept on, carrying pet hair or persistent odours, missing its packaging, or as an incomplete set, we may reduce your refund to reflect the loss in value. If we do, we will tell you why and by how much before we process it.

We will not refuse a return because you opened the packaging.

Your refund

We refund you within 14 days of the day you tell us you are returning something, to the payment method you used. We may wait until the goods arrive back, or until you show us proof you have sent them, whichever comes first. There is no fee for a refund.

Exchanges

The quickest way to get a different size or colour is to return what you have and place a new order. That way your replacement ships immediately rather than waiting for your return to reach us.

Damaged, faulty or wrong items

Check your order when it arrives. If something is damaged, faulty or not what you ordered, email support@plushtree.com with your order number and a photograph, and we will put it right at our cost. This is separate from the 30-day return window: your statutory rights where goods do not conform to what was agreed last considerably longer, and nothing here limits them.