Return Policy

Thank you for choosing Pavlovy. To ensure our plush toys are adequately protected during distribution and to respect the rights of every customer, we have established the following return policy. This policy applies to all items purchased from official Pavlovy channels.

1. Eligibility for Returns

You can request a return or exchange under the following circumstances:

✓ 1) Request within 14 days of receiving the item

Please get in touch with us within 14 days of receiving your package. Requests submitted after this timeframe will not be accepted.

✓ 2) Items must be in "brand new, unused" condition.

Because plush toys are skin-friendly, cuddly, and soft contact products, we have stricter return inspection procedures to ensure all customers receive hygienic and safe items:

  • No signs of use (no dents, deformation, dandruff, or pilling)
  • No odor (no perfume, detergent, or smoke smells)
  • No stains, shedding, or residue
  • No signs of tampering or washing
  • Original packaging, tags, and plush protective bags must be intact.

Items with signs of contact or resealing will not be eligible for return.

✓ 3) Priority after-sales service for quality issues, transportation damage, etc.

The following situations are eligible for direct acceptance:

  • Obvious damage
  • Large-area loose threads, exposed stuffing
  • Irreversible deformation
  • Received the wrong item / wrong style / incorrect quantity
  • Severe damage caused by transportation

Please provide:

  • Clear photos or videos
  • Order number
  • Problem description

2. Non-returnable items

Since plush toys are a category with strong close-fitting and cuddling attributes, the following situations cannot be returned or refunded:

  • Used or cuddled plush toys
  • Noticeable dents or deformation (not due to quality reasons)
  • Having an odor: perfume, body odor, smoke smell, detergent, etc.
  • Fabric has lint, stains, oil stains, or cosmetic traces.
  • Missing original packaging, tags, or protective bags
  • Subjective reasons:
    • The actual product is "different from what I imagined."
    • "It doesn't feel as soft/big/cute as I imagined."
    • Size not confirmed in advance, resulting in a discrepancy from expectations.
  • Purchase more than 14 days ago. Application submitted only.
  • Clearance/Special Offers (excluding quality issues)

If you are unsure whether you qualify, please get in touch with us for confirmation.

3. Return Process (How to Start a Return)

Step 1: Contact Customer Service

  • Email: pavlovyofficial@hotmail.com
  • Phone: +86 15206358640

Please provide:

  • Order Number
  • Problem Description
  • Relevant Photos or Videos

Step 2: Customer Service Review & Confirmation of Return Eligibility

We will reply within 24 hours, informing you of:

  • Whether your eligibility is approved
  • The address to return the item to
  • Important Notes (packaging requirements, photo documentation suggestions, etc.)

Step 3: Return the Item

  • If it is not a quality issue, the customer is responsible for the return shipping cost.
  • Please use a trackable logistics method.
  • Secondary damage caused during transportation is not eligible for return.

Step 4: Inspection and Processing

We will inspect the returned item within three business days.

If the conditions are met, a refund or exchange will be processed.

4. Refund Policy

Refund Path

  • Refund will be processed via the original payment method.

Refund Time

  • The refund will be initiated within 3–5 business days after confirming that the goods are correct.
  • The actual arrival time depends on the bank's or payment channel's processing time.

Refund does not include:

  • Initial shipping fee (if applicable)
  • Return shipping fee (if not due to quality issues)
  • Amount deducted due to missing parts/secondary contamination/loss of value (if applicable)

5. Exchanges

We support exchanges in the following situations:

  • Received the wrong style/color
  • The product has a verifiable quality problem.
  • The product was damaged in transit.

To request an exchange, please get in touch with us after completing the return process.

If the same item is out of stock, you can choose to:

  • Exchange for another item of the same price
  • Or process a refund

6. Handling Package Anomalies

If you find any anomalies after receiving your package, please provide evidence and contact us within 48 hours:

  • Package damaged
  • Doll deformed or crushed.
  • Missing accessories
  • Incorrect quantity
  • Incorrect item

We will prioritize arranging for you to:

  • Resend
  • Resend
  • Or refund (depending on the situation)

7. Our Attitude

Pavlovy understands that dolls are often more than just a product; they can be:

  • A comforting companion
  • A gift for a friend or child
  • Part of a memory or healing process

When handling your after-sales service, we will maintain:

  • Respect
  • Gentleness
  • No perfunctory responses
  • Transparent and clear explanation of each step

Your problem, no matter how small, will be taken seriously.

8. Contact Us

For any after-sales assistance, please feel free to contact us:

  • Email: pavlovyofficial@hotmail.com
  • Phone: +86 15206358640
  • Working Hours: Monday to Friday 10:00–18:00
  • Response Time: Usually within 24 hours

We will do our best to resolve your issues properly.