Refund policy

Return & Refund Policy

If your plushie arrives damaged (e.g., compressed beyond recovery or torn during transit), please reach out to us immediately via our Contact Us page within 7 days. We will help you with a refund or exchange.

Please keep all original packaging and the damaged item so we can file a claim with the carrier.

1. Return

To be eligible for a return, please confirm the following:

- The items must be new, unused, undamaged, unwashed, and in the original packaging with the original label. Items that do not meet the above criteria cannot be returned.

- If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

Customers have 30 days from the date of receipt to change their mind and return the items without giving a reason. You can request a return by contacting us at service@sqeqe.com. After we receive and inspect the returned item, the refund will be issued to your original payment method. The shipping costs will be billed to the customer at most once, including returns. Return label: Customer's responsibility.

Return method: By mail. Please contact service@sqeqe.com before sending your return.

A restocking fee of 15% of the product price will be charged for returns and exchanges.

Return Address:
LA-21 Los Angeles Warehouse
8375 Sultana Ave, Unit 2
Fontana, CA 92335
United States

Refund Processing Time: Once your return is received and inspected, we will notify you whether the refund has been approved. If approved, the refund will be processed within 7 business days to your original payment method.

2. Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed to your original payment method within 7 business days.

3. Exchange

We accept exchanges as long as the returned item is not damaged, worn, washed, or altered, and is returned in its original condition and packaging. Please return the item you wish to exchange within 7 days after your exchange request is approved. Order processing and shipping times for replacement items are consistent with the standard timeframes outlined in our Shipping Policy.

4. Late or missing refunds

If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at service@sqeqe.com.

5. Cancellation

You can cancel your order before your item is shipped. Please contact us at service@sqeqe.com if you want to cancel your order.

Shipping damage claims

We are proud of our products, but we cannot control the shipment. In some extreme cases, the item you receive may be damaged in transit. Please check the item when you receive it. If this happens, please provide us with a photo or video and contact us at service@sqeqe.com within 7 days.

Note:

- We do not accept claims for damages for shipping later than 7 days after receiving the products.