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If a campaign does not reach its unit floor, every order is refunded in full. This page also covers cancelling before dispatch, the 14-day withdrawal right, and faulty goods.
Last updated 26 August 2026
Every RoPlush campaign has a unit floor — the minimum number of pre-orders needed before anything is manufactured. It is stated on the campaign page, before you order, and it is typically 300.
If a campaign closes below its floor:
We begin issuing refunds within To supplyRefund initiation window of the campaign closing. Once issued, your bank or card issuer takes a further To supplyRefund arrival window to post the money to your account — that part is outside our control, and the delay is theirs rather than ours.
We email you when the refund is issued. If it has not arrived after the window above, write to support@roplush.com with your order number and we will chase it.
This is the whole promise, and it is the reason the floor is published on every campaign page rather than buried here.
You can cancel a pre-order at any time before it is dispatched, for any reason or none, and get a full refund.
Email support@roplush.com from the address you ordered with, quote your order number, and say you want to cancel. That is all that is required. The same timings as above apply: issued within To supplyRefund initiation window, in your account within To supplyRefund arrival window.
Because manufacture only starts after a campaign closes above its floor, there is usually a long window in which cancelling costs nothing and takes one email.
If you are a consumer in the EU or the UK, you have a statutory right to withdraw from the contract within 14 days of receiving the plush, without giving a reason.
These plush are made in a standard run and are not personalised to you, so the exemption for customised goods does not apply — the right is yours.
To use it, tell us within 14 days of delivery. A clear statement by email to support@roplush.com is enough; you do not have to use a particular form of words. Then send the plush back within 14 days of telling us.
We refund within 14 days of getting the plush back, or of you showing us you have sent it — whichever is sooner.
Tell us at support@roplush.com, with your order number and a photograph if the problem is visible. We will repair it, replace it, or refund it.
We pay return postage on a faulty item. This is separate from the 14-day withdrawal right above, has a much longer window, and does not depend on the plush being unused: consumers in the EU have a two-year legal guarantee of conformity, and consumers elsewhere have whatever their own law provides.
Occasionally a campaign that cleared its floor still cannot be manufactured — a factory failure, a licensing problem, a partner withdrawing.
If that happens, the outcome is the same as missing the floor: every affected order is refunded in full, automatically, on the timings at the top of this page. We will also say plainly on the campaign page what happened. Campaign pages stay online after they end, including the ones that did not work out.
Refunds always go back to the original payment method, through Shopify. We cannot send a refund to a different card, a different account, or a different person.
If the card you paid with has since expired or been cancelled, the refund normally still reaches the account behind it — your bank routes it. If it does not, contact your bank first, then write to us.
Write to support@roplush.com. We answer within To supplyComplaint response window.
Your rights under this policy sit alongside the terms of sale and do not replace your statutory rights.