Refund policy

Returning an Order

How do I initiate a return or exchange?

To benefit from a return of your order, your item must be absolutely unused and in the same condition in which you received it. This policy applies to all products, including sale items and limited editions.

How to Start a Return

Ordered as a Member: Log in to your account, go to "Order History," and select the items you wish to return.
Ordered as a Guest: E-mail thecapybaraplushcompany@gmail.com with your order number and the item or items you wish to return.
Wait for Authorization: Our team will review your request and send you further instructions and a return authorization.

You have 14 days from the day your order is delivered to ask us for a return. Once we have approved your request, you then have a further 14 days to post the item back to us; after that the authorization expires and the item can no longer be returned.

Shipping & Costs

Return Address: Once your return has been approved, send the item to: Margaux Kettner (entrepreneur individuel) - Returns, 30 rue des Bourguignons, 92600 Asnières-sur-Seine, France. Write your order number clearly on the outside of the parcel and use a tracked service - we can only refund a parcel that reaches us and that we can match to your order.
Damaged, Faulty or Wrong Items: If your plush arrives damaged or faulty, or is not the item you ordered, we pay the return postage. E-mail thecapybaraplushcompany@gmail.com with your order number and photos, and we will either send you a prepaid label or reimburse standard tracked postage against your receipt. In some cases we will simply replace or refund the item without asking you to send it back. You are never out of pocket when the fault is ours.
All Other Returns: For a change of mind or a size issue, return postage is the customer's responsibility.
Exchanges: We do not offer direct exchanges. Please return your item for a refund and place a new order.

Refund Process

No Restocking Fees: You will be refunded the full value of the returned products.
Timeframe: Once we receive and inspect your package at our warehouse, your refund will be processed within 3 to 7 business days.

Final Sale & Partial Refunds

If we offer you a partial refund to keep an item - for example as compensation for a delivery delay - that credit covers that item only, and we will tell you what accepting it means before you accept. Your 14-day return right on the rest of the order is unaffected. If you later return the item we compensated, we refund the balance of what you paid for it. Nothing here limits your rights if an item turns out to be faulty.

Broken / Defective Product

If your order arrives damaged or faulty, e-mail thecapybaraplushcompany@gmail.com within 14 days of delivery with your order number and two or three photos showing the fault, plus a photo of the outer packaging if the parcel itself was damaged in transit. That is all we need to check it. Where we ask for the item back, the refund is made within 3 to 7 business days of the returned package reaching us.

Stolen / Lost Package

If your order has not arrived within the estimated timeframe, or if it is reported as lost or stolen during transit, we will initiate an investigation with the carrier. No action is required on your part; we will keep you fully informed throughout the process. Once the loss is confirmed, a refund will be processed within 3 to 7 business days.

Withdrawal Period

Our withdrawal period is 14 days. If 14 days have elapsed since receipt of the product, we will unfortunately not be able to offer you a refund.

Returning a Gift

Refunds go back to the card or account used to pay for the order, so a returned gift is refunded to the person who bought it, and they will see that the item was returned. If you were given a capybara and would like to return it, e-mail thecapybaraplushcompany@gmail.com with the order number from the packing slip or the confirmation e-mail and we will tell you what we can do.

How Will It Be Processed?

Wondering how your refund will be processed? Here's how, depending on the method you used:

Credit and Debit Cards: The same account used to make the purchase will be credited.
Payment processor: If you used a payment service such as PayPal, Google Pay, Amazon Pay or Apple Pay, the amount will be credited by the same source used for payment.
e-Gift Card: e-Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new e-gift card.

Any question about a return: e-mail us at thecapybaraplushcompany@gmail.com. Returns are handled by Margaux Kettner (entrepreneur individuel), 30 rue des Bourguignons, 92600 Asnières-sur-Seine, France.