At DOLBY JUMPING CANDY LLC, we want customers to feel confident when purchasing plush toys from djcandyllc.com. This policy explains how returns, exchanges, and refunds are handled.
Return Eligibility
Customers may request a return within 30 days of delivery, subject to the conditions outlined below and applicable consumer protection laws.
To qualify for a standard return, an item should be unused, in its original condition, and returned with its original packaging and any included accessories, labels, or components.
Due to the nature of plush toys, items that have been used, washed, damaged through customer handling, or otherwise altered in a way that affects their resale condition may not qualify for a standard change-of-mind return.
These restrictions do not limit any rights customers may have regarding defective, damaged, incorrectly supplied, or misrepresented products under applicable law.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
Include your order number, a description of the issue, and clear photographs when possible. We will review the information and determine an appropriate resolution, which may include a replacement, return, or refund.
For confirmed product quality issues, incorrect shipments, or other problems attributable to us, we will cover reasonable return shipping costs as applicable.
Change-of-Mind Returns
If you wish to return an eligible item because you changed your mind, you must contact us for return instructions before sending the item back.
Customers are responsible for return shipping costs for approved non-quality-related returns, unless applicable law requires otherwise.
Please do not send returns to the business address without first receiving return instructions, as the appropriate return destination may differ.
Non-Returnable Items
Unless required by applicable law, the following may not qualify for standard change-of-mind returns:
- Used, washed, or customer-damaged plush toys.
- Items missing essential original components or packaging where their absence affects resale condition.
- Items that have been altered or handled in a way that makes them unsuitable for resale.
This section does not exclude remedies for defective, damaged, incorrectly supplied, or legally nonconforming products.
Refund Processing
Once an authorized return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, whenever possible, within 3–5 business days after the returned item has been received and the refund has been approved.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
If a refund has not appeared after the applicable processing period, please contact your payment provider or reach out to us for assistance.
Exchanges
If you receive a defective or incorrect item, please contact us before returning it. We will explain the available options, which may include an exchange or another appropriate resolution.
Exchange availability depends on product stock and applicable circumstances.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We will try to accommodate cancellation requests before an order is processed or dispatched, but cancellation cannot be guaranteed once fulfillment has begun.
If an order cannot be canceled, eligible returns may be handled under this policy.
How to Request a Return or Refund
Please email [email protected] with the following information:
- Your order number.
- The email address used for the purchase.
- The reason for the return or refund request.
- Photos of the item, if it arrived damaged, defective, or incorrect.
Please wait for our instructions before shipping an item back.
Contact Information
DOLBY JUMPING CANDY LLC
Email: [email protected]
Phone: 1 (413) 251-4065
Address: 506 S FOREST AVE, SANTA ANA CA 92703
Website: https://djcandyllc.com/