Returns & Refunds Policy

Last updated: 25 September 2026

At Britianly, we want you to be happy with your purchase. If you are not completely satisfied with your plush toy, you can request a return within 30 days of receiving your order, subject to the conditions below.

1. 30-Day Returns

You have 30 days from the date your order is delivered to contact us about returning an item.

To request a return, please contact us at:

Email: support@britianly.com

Please include your order number and explain the reason for the return. Our team will provide you with the return instructions and address.

Please do not send an item back before contacting us.

2. Return Conditions

Returned items should be in their original condition.

We understand that you may need to inspect or briefly try a plush toy before deciding whether it is suitable. Items that have been slightly used may still be accepted, provided they remain in reasonable condition and have not been damaged, heavily used or altered.

Please return the item with its original packaging and any accessories where reasonably possible.

All products sold by Britianly are eligible for return, subject to these conditions.

3. Return Postage

For returns because you have changed your mind or the item is no longer wanted, the customer is responsible for the return postage cost.

However, you will not be responsible for return postage where:

• You received the wrong item

• The item arrived faulty

• The item was damaged during delivery

• The item does not match what you ordered due to an error on our part

In these cases, Britianly will cover the applicable return postage cost.

4. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us at support@britianly.com with your order number and details of the issue.

After confirming the issue:

• We will arrange for the incorrect item to be returned at our cost.

• We will send the correct item to you at no additional cost.

• You will not be required to pay return postage or additional delivery costs.

We may ask for photographs of the item received to help us verify the issue.

5. Damaged During Delivery

If your item arrives damaged, please contact us as soon as reasonably possible at support@britianly.com.

Please provide your order number and, where possible, photographs showing the damage and the packaging in which the item arrived.

If the damage occurred during delivery, Britianly will take responsibility for resolving the issue. Depending on the circumstances, we may offer a replacement or refund.

6. Faulty Items

If your plush toy has a manufacturing fault or another issue that was not caused by use or accidental damage, please contact us at support@britianly.com.

We may request photographs or other information to help us understand the issue.

Depending on the circumstances, we may offer:

• A replacement

• A full refund

• A partial refund where appropriate

Britianly will cover reasonable return postage costs for confirmed faulty items.

7. Partial Refunds

In some circumstances, we may offer a partial refund if you prefer to keep the item rather than return it.

A partial refund may be considered for situations such as:

• Minor cosmetic imperfections that do not affect the item's normal use

• Small stitching or finishing imperfections

• Minor damage to packaging where the product itself is unaffected

• Other minor issues where a full return and replacement is not necessary

The amount of any partial refund will depend on the nature and extent of the issue and will be agreed with you before the refund is processed.

A partial refund is not guaranteed and will be considered on a case-by-case basis.

8. Refunds

Once an approved return has been received and reviewed, we will process the applicable refund.

Refunds will be made to the original payment method used to place the order.

The time it takes for the refund to appear in your account can depend on your bank or payment provider after we have processed the refund.

9. Return Review

Returned items may be inspected to confirm their condition and eligibility for a refund.

If an item has been significantly damaged, heavily used or altered after delivery, we may not be able to provide a full refund where applicable under the circumstances.

Where possible, we will contact you before making a decision about any reduction to a refund.

10. Items Lost or Stolen After Delivery

Once an order has been successfully delivered to the delivery address provided by the customer, responsibility for the parcel passes to the customer.

If tracking confirms that an order was delivered but the parcel is subsequently lost or stolen from the delivery location, Britianly is not responsible for the loss.

If you believe a parcel has been incorrectly marked as delivered or has not actually reached you, please contact us so that we can investigate the delivery with the relevant courier.

11. Contact Us

For any return, refund, faulty-item or damaged-item request, please contact:

Britianly
Operated by E Genics Ltd
Company No. 14244931
Email: support@britianly.com
Website: britianly.com

Please include your order number in your email so that we can locate your order and assist you as quickly as possible.

12. Your Statutory Rights

This policy does not affect your statutory rights under applicable UK consumer protection law.

Where applicable, you may have additional rights in relation to goods that are faulty, not as described, or not of satisfactory quality.