Refund & Return Policy

Please read this before you order. Because many of our items are made or finished to order, our return terms are stricter than a standard retail store. The short version is below; the detail follows.

The short version

• All sales are final. We do not accept returns or exchanges for change of mind, a colour you decided against, or a size you mismeasured.
• If something arrives damaged, defective, or is not what you ordered, we fix it. Tell us within 7 days of delivery and we will replace it or refund you.
• Approved refunds are issued within 3 business days to the original payment method.

Custom and personalised plush

Custom items are produced to your specification from artwork, photos or a drawing you supply and approve. They cannot be resold to anyone else, so custom orders cannot be returned or exchanged, and cannot be cancelled once production has started.

Before production begins we send you a preview. That preview is your chance to correct the design — please check the colours, proportions, spelling of any name or text, and accessories carefully. Once you approve it, the design is locked.

Damaged, defective or incorrect items

If your parcel arrives damaged, the item is defective, or you received something different from what you ordered, this is our responsibility and we will make it right:

• Email info@wanji-imp.com within 7 days of delivery, with your order number.
• Include photos or a short video showing the problem, and a photo of the outer packaging if it arrived damaged.
• We will confirm within 2 business days and offer either a replacement or a full refund, whichever you prefer.
• If we ask you to send the item back, we pay the return shipping. Do not send anything back before we confirm — unauthorised returns cannot be accepted.

What is not covered

• Change of mind, or ordering the wrong character or size.
• Normal wear and tear, or fading from sunlight.
• Damage caused by washing, drying or handling contrary to the care instructions on the product page.
• Damage to an electronic module caused by immersion in water where the product is marked surface-wash only.
• Items returned without contacting us first, or sent to the wrong address.
• Delays caused by customs, postal strikes or other events outside our control.

Refunds

Once a refund is approved, we issue it within 3 business days. It is always returned to the original payment method — for PayPal orders that means your PayPal account or the card or bank account you paid with. PayPal and your bank may take a further 3–10 business days to post the funds; that timing is outside our control.

We refund the item price and any shipping you paid. Original shipping is refunded only where the fault was ours (damaged, defective or wrong item sent).

Cancellations

You can cancel a standard order for a full refund at any time before it is dispatched. Email us as soon as possible — once a parcel has left our warehouse it is subject to the terms above. Custom orders cannot be cancelled once production has started.

Return address

Do not ship anything back before we authorise it. Unauthorised returns are refused and cannot be refunded. Once authorised, the return address is:

Jining Wanji Intelligent Technology Co., Ltd.
No. 126, North End of Nanzhang Commercial Street, Nanzhang Subdistrict, Rencheng District, Jining City, Shandong Province, China

Return shipping is at your cost unless the fault was ours. Please use a tracked service — we cannot refund a parcel that never reaches us.

Before you open a payment dispute

Please email us first. Almost every problem is a shipping or packaging issue that we can resolve within 3 business days, and a message to us is far faster than a PayPal claim. We answer every message.

Contact

info@wanji-imp.com
Jining Wanji Intelligent Technology Co., Ltd.
No. 126, North End of Nanzhang Commercial Street, Nanzhang Subdistrict, Rencheng District, Jining City, Shandong Province, China