Refund Policy

Last updated: October 21, 2026

A return runs on five things: your order number, our approval email, your tracking number, our inspection email and your refund. This page takes them in order — what each one is for, which clock it starts and what it has to contain. A sixth thing, your photos, belongs to a different route: an item that arrived damaged, defective or wrong, which is handled with a replacement rather than a return. Every return starts with an email to us before anything is shipped. These terms cover orders delivered in the United States.

1. Your order number

It's the key to everything, and it's all the proof of purchase we need — no paper receipt, no form, no return authorization number.

What it unlocks. A return for any reason within 30 days of the delivery date recorded by the carrier; the date you email us is the date that counts, not the date the package reaches us. Past 30 days we can't accept a change-of-mind return. Sale items return on the same terms as full-price ones.

What the item has to look like. You may open the box, unfold the blanket, feel the fabric, drape it over the sofa to see the color in your own light, and connect a heated blanket briefly to check it warms up — that's how anything is bought in a store, and it doesn't cost you the return. Beyond that, the item comes back as it left: unused and unwashed, with every tag and label attached, with the controller, cable, storage bag or gift box it came with, folded into its original packaging and placed inside an outer bag or box for shipping. Keep the packaging until you're sure you're keeping the item.

The first email. Send support@plushley.com your order number on the first line, which item you're returning and why — "changed my mind" is a complete reason. Don't ship anything yet.

2. Our approval email

When. Within 2 business days of your email.

What it contains. If your return meets the conditions above: our written approval, the return instructions and the address of our returns center in the United Kingdom. That address is only sent in this email — it isn't published here, and it isn't our business address, which is a mailing address that can't accept packages.

What it starts. A 14-day window to ship the item back. A package sent before approval, to any other address, or more than 30 days after approval can't be matched to an order and can't be refunded.

3. Your tracking number

Why there is one. Our returns center is in the United Kingdom and we don't operate a returns address in the United States, so every return is an international shipment: you choose the carrier, pay the international tracked shipping — which isn't reimbursed — and keep the proof. Check the cost before requesting a return; blankets are light but bulky, and international shipping is priced by size as well as weight. We don't issue prepaid return labels, offer free returns or refund shipping; the only exception is a confirmed defect or an error on our part (see the sixth thing) where we ask you to send the item back.

What travels with the package. The original packaging inside an outer bag or box, your order number on the outside and on a note inside, only the items we've approved, and a customs declaration completed as "Returned goods – no commercial value". Packages that arrive with import duties, taxes or handling fees due are refused by the returns center and sent back to you, and can't be refunded.

What you send us. The tracking number, as soon as the package is on its way — and keep your proof of shipment until the refund lands. Until the package reaches our returns center it's your responsibility: a return that's lost, damaged in transit or can't be traced can't be refunded, and an item damaged on the way back because it was packed loosely can't be refunded in full.

4. Our inspection email

When. Within 3 business days of the package reaching the returns center.

What it says. Whether the item passed the conditions in section 1. If it didn't — an item that has been slept under, worn out, washed, or a heated blanket that has been run through a cold week — we contact you with what we're seeing before anything is decided: depending on its condition we either refund a reduced amount that reflects the actual loss in value, or decline the return. Declined items can be shipped back to you at your cost if you ask within 14 days.

5. Your refund

When. Within 7 business days of approval — and in any case within 14 days of the return reaching us — to the card or account you paid from. Your bank may then take a further 5–10 business days to post it; if it hasn't appeared after that, email us and we'll send you the transaction reference to give your bank.

How much. The price you paid for the returned item(s), with promotional discounts applied proportionally across the items in an order. No restocking fee, no processing fee, no handling charge. Return shipping isn't refunded, except where we've asked you to return a confirmed defective item; the Shipping Protection fee isn't refunded once the order has shipped; and refunds aren't issued as store credit unless you ask for it. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.

A sixth thing, for a different route: your photos

If something is wrong with the item when it arrives, you don't ship it back and you don't pay anything — but there is a short clock.

Within 3 business days of delivery, before putting the item into use, email us your order number and clear photographs: a close-up of the problem, the whole item laid flat, the label and — for transit damage — the outer packaging with the shipping label, taken before the box goes out for recycling. For a heated blanket that doesn't warm up, a short video of the controller lights helps. The photos are the basis of our claim against the carrier; without them it can't be filed.

What counts as a defect or an error on our part: a heated blanket that doesn't warm up when correctly connected, or a controller that doesn't power on; a hole, tear, burn or large open seam present on arrival; a missing item, controller or accessory; an item that differs from your order confirmation (wrong design, size, color or variant); or damage caused in transit. Minor finishing characteristics and the normal behavior of new textiles aren't defects (see "What isn't a defect").

What we do. We assess every claim within 2 business days. When a defect or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue — at no cost to you and with nothing to send back at your own expense. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same design in another color or a comparable item of equal value, in consultation with you. You don't need to return the defective item unless we ask you to.

Without photos we're unable to verify a claim. Issues reported after 3 business days, or after the item has been put into use, can't be accepted as a defect claim; the item can then be returned under sections 1 to 5, at your cost.

What isn't a defect

Our blankets, throws and shawls are made in batches, with finishing partly done by hand. The characteristics below come with the product and aren't defects. An item with these characteristics can be returned under sections 1 to 5 (unused, at your cost), but doesn't qualify for a free return or a replacement:

• Creases and fold marks from the packaging — they relax after airing or the first wash.
• Some shedding from fleece, sherpa and faux-fur pile during the first few uses; shake the item out or wash it once according to the care label.
• Pilling where the fabric rubs, the odd loose thread, and a fringe, tassel or binding that isn't perfectly even — a short open seam of up to about an inch in a hem or binding is a finishing matter we'll gladly advise on, not a defect.
• A little dye running on the first wash (wash new items separately, dark colors above all) and shrinkage within the care-label tolerance.
• A shade that differs from your screen, from photo lighting or from normal batch variation, and small differences in trim compared with the product photo.
• Measurements that differ by up to about an inch (2–3 cm) from the product page or between two items of the same design, measured flat and excluding fringe or tassels.
• A faint warm smell the first time a heated blanket is switched on, zones that feel slightly warmer than others, and a controller that shuts the blanket off on a timer or cycles the heat — all by design.
• The item doesn't suit your room, bed or needs, you no longer need it, you ordered the wrong size, color or variant, or you found it cheaper elsewhere.
• Damage that happened after delivery: washing or drying against the care label, bleach, snags from jewelry, zippers or pets, burns, folding or creasing a heated blanket sharply while on or in storage, using a heated blanket with another heating product, washing a heated blanket with the controller attached, alterations, repairs or accidents.

If anything is unclear, read the product description, dimensions and care instructions before ordering, or ask us — we're happy to help you choose the right item before you buy.

One word for canceling: CANCEL

Every confirmed order is sent to our fulfillment center automatically and moves into packing within minutes, which is why the window is as short as it is: an order can only be canceled or changed within 5 minutes of being placed. Email support@plushley.com immediately with your order number and "CANCEL" in the subject line; the time your email reaches us is what counts, and we confirm every cancellation in writing — including a refund of any Shipping Protection fee.

Miss the window and we're unable to stop, change or cancel the order — including if you've changed your mind, found the item elsewhere or are concerned about the delivery time. We'll reply with our return instructions: take delivery and return the item under sections 1 to 5, at your own cost, to our returns center in the United Kingdom. Refusing the package at the door doesn't count as a cancellation or a return (see our Shipping Policy, Note 8).

Rules that apply regardless

Email first, always. Every return needs our written approval before anything is shipped; the returns center address is only shared in that approval.

Sizes and colors. Every product page lists dimensions, materials and care instructions. Please check the size against your bed or sofa before ordering; because this information is available before purchase, an item that's the wrong size for your bed or a shade different from your screen isn't a defect — it can be returned under sections 1 to 5.

Exchanges. We don't process exchanges: a true exchange would mean waiting for your item to cross the Atlantic before the replacement ships. Return the unused item under sections 1 to 5 for a refund and place a new order — the new item ships right away. Tell us in your first email which one you'd rather have and we'll check it's in stock before you send anything.

What can't be returned. Items that have been used, washed, tumble-dried or dry-cleaned; items with tags removed or with the controller or cable of a heated blanket cut, altered or missing; custom-made, personalized or embroidered items; gift cards.

Fair use. To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@plushley.com