Refund policy
Returns & Refund Policy
Last updated: [24/07/2026]
We want you to be happy with your Blanc Grove plushie. This policy explains how returns, exchanges, and refunds work, and sets out your rights as a customer.
1. Our Returns Window
You can return most items within 14 days of receiving your order, for any reason, no questions asked. This is in line with your statutory rights as a UK consumer under the Consumer Contracts Regulations 2013, and we apply the same standard to customers worldwide as a matter of our own policy.
To be eligible for a return:
- You must contact us within 14 days of receiving your item.
- The item should be sent back to us within 14 days of letting us know.
- Please return the item in its original condition where reasonably possible.
2. How to Start a Return
- Email us at judith@blancgrove.com with your order number and the reason for your return (this helps us improve, though it's not required).
- We'll confirm your return and provide a return address by email.
- Package the item securely, ideally in its original packaging, and send it back to us.
- Once we receive and check the item, we'll process your refund.
Please hold onto proof of postage until your refund has been confirmed, in the rare event a parcel goes missing in transit.
3. Return Shipping Costs
- If you're returning an item simply because you changed your mind, return postage is your responsibility.
- If the item arrived faulty, damaged, or different from what you ordered, we will cover the cost of return postage, or arrange collection where possible. Please don't arrange expensive tracked/express return shipping without checking with us first, we're a small operation and want to make sure we can reasonably cover the cost.
4. Refunds
- Once we've received and checked your returned item, we'll process your refund within 14 days.
- Refunds are issued to your original payment method. Please allow a few extra days for your bank or card provider to show the funds, depending on their own processing times.
- Original shipping costs are refunded in full for faulty or incorrect items. For change-of-mind returns, since we offer free shipping on all orders, there is no shipping charge to refund, you'll simply be refunded the price paid for the item.
5. Faulty, Damaged, or Incorrect Items
If your plushie arrives faulty, damaged in transit, or isn't what you ordered, please let us know as soon as possible, ideally within 7 days of delivery, so we can put it right.
Please email judith@blancgrove.com with:
- Your order number
- A short description of the problem
- Clear photos or a short video showing the issue (this helps us resolve things quickly without needing the item sent back and forth unnecessarily)
Depending on the issue, we'll offer one of the following:
- A replacement,
- A repair, where practical
- A full refund
This is separate from, and in addition to, your right to a general 14-day return, and reflects your statutory rights under the Consumer Rights Act 2015 if you're a UK consumer. We aim to offer the same standard of care to every customer, wherever you're based.
6. Items That Can't Be Returned
For hygiene reasons, we're unable to accept returns on items that have been heavily soiled or altered from their original condition, unless the item was faulty on arrival. If you're ever unsure whether your item qualifies for a return, just email us, we'd rather talk it through than leave you unsure.
7. Exchanges
If you'd like a different colour or style rather than a refund (for example, swapping a Red Robe for a Blue Robe), let us know when you contact us. Where possible, we'll arrange this as a straightforward exchange rather than asking you to place a brand new order, though this depends on what's currently in production.
8. Order Cancellations Before Dispatch
Since every plushie is carefully crafted and takes time to make, if you'd like to cancel or change an order, please contact us as soon as possible. If your item hasn't yet gone into production, we can usually cancel or amend it without any issue. Once an item has entered production or has been dispatched, the standard return process above will apply instead.
9. Delays and Lost Parcels
If your order hasn't arrived within a reasonable time of the estimated delivery window (7–10 days, or longer during busy periods like Christmas and Easter), please get in touch. We'll help trace the parcel with the courier, and if it genuinely appears to be lost, we'll offer a replacement or a full refund.
10. Contact Us
If anything's gone wrong with your order, or you're just not sure what to do, please email us:
judith@blancgrove.com
We're a small business, so every message comes to a real person rather than a support queue, and we'll always try to make things right!