Refund policy

We sell one product, so this is short.

30 days to change your mind — and you keep it

If Kapi is not for you, email us within 30 days of the day it arrives and we will refund you in full.

You do not send it back. There is no return label, no return address to ask for, and no postage for you to pay. Kapi has already travelled a long way, and it costs more to send it back across the world than it is worth to us. Keep it, give it to someone, or pass it on.

The clock starts when it lands, not when you order.

How to ask for a refund

Email info@plumeandco.shop with your order number. You do not have to explain yourself, though we would genuinely like to know what did not work — it is how a small operation gets better.

Refunds

Approved refunds go to your original payment method within 5 to 7 business days. Your bank may take a little longer to display it.

Your right to cancel (EU, EEA and UK)

If you live in the EU, EEA or UK you also have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. The 30-day policy above is offered in addition to that right, not instead of it, and is more generous — so in practice you should simply use it.

Damaged, faulty or wrong items

If your order arrives damaged, defective or not what you ordered, contact us within 30 days with a photo or a short video. We will send a free replacement or a full refund, whichever you prefer. You will not be asked to ship a broken plush back across the world.

Order cancellations

Need to cancel? Email us as soon as possible. If your order has not shipped we will cancel and refund it in full. If it has already shipped, the 30-day refund above covers you anyway.

Late or missing refunds

If a refund has not arrived, check with your bank or card provider first, as processing times vary. Still nothing? Email info@plumeandco.shop and we will sort it out.

Fair use

This policy is written to be generous and we intend to honour it exactly as it reads. We reserve the right to decline a refund only where there is clear evidence of abuse — for example repeated refund requests across many orders. If you are an ordinary customer who simply did not get on with a plush capybara, this does not concern you.

Questions

We are a small operation and your email reaches a real person. Reach us at info@plumeandco.shop.