14 Days Cooling-off
You have the unconditional statutory right to cancel and withdraw from your contract within 14 calendar days from physical delivery.
14 Days Reimbursement
Full refund including standard outward shipping refunded without undue delay within 14 days of receiving your return or proof of dispatch.
Clear Exceptions
Customized / bespoke plush creations and unsealed hygiene-sensitive plush items are exempt once original protective seals are opened.
Instructions on the Right of Withdrawal
As a consumer located in the European Union or the United Kingdom, you have the right to withdraw from your distance purchase contract within 14 calendar days without giving any reason, in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party indicated by you (other than the carrier) acquires, physical possession of the goods. In the case of an order for multiple goods delivered separately, the withdrawal period expires 14 days from the day you acquire physical possession of the last item.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an email to our customer care team).
MengSNS Consumer Services & Returns Logistics
Unit 4, St. George's Industrial Park, Weybridge, Surrey, KT15 2QZ, United Kingdom
Email: [email protected] | Customer Care Hotline: +44 (0) 20 7946 0882
You may use the model cancellation form provided below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal & Reimbursement Terms
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
- Reimbursement Timeline: Reimbursement will be executed without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract, or 14 days from the day we receive the goods back (or you have supplied proof of having sent back the goods).
- Payment Method: We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
- Returning the Goods: You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
- Direct Cost of Return: You will have to bear the direct cost of returning the goods unless otherwise agreed or under our extended customer guarantee terms.
- Diminution in Value: You are only liable for any diminished value of the plush goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the plush toys (e.g. testing the soft touch and visual inspection as you would in a physical toy store).
Exceptions to the Statutory Right of Withdrawal
In accordance with statutory consumer regulations, the right of withdrawal does not apply to the following distance contracts:
Bespoke & Personalised Goods
The supply of plush toys made to the consumer's custom specifications or clearly personalised (such as custom embroidery of names, commemorative date badges, or bespoke plush designs).
Sealed Hygiene & Health Goods
The supply of sealed plush infant pacifier attachments or scented aromatherapy plush warmers which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Model Withdrawal / Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
Need Guidance with your Return?
Our dedicated Teddy Concierge team is here to assist you through every step. For fast label generation or parcel inquiries, connect with us directly.