Refund policy

A clear place for refunds and product care. Eligible, approved defect refunds do not require a return.

Refund eligibility

For TuanTuan AI Plush Cat, you may request a refund within 7 days of delivery if your product has a quality defect not caused by you. After we verify that the claim meets these conditions, we will refund the purchase price paid for the affected item. You do not need to send the product back for an approved refund.

Change-of-mind refunds and refunds for customer-caused damage are not accepted under this voluntary policy. This seven-day claim window is separate from our one-year limited warranty and does not limit your rights under applicable law.

How to request a refund

Email service1302026@163.com within 7 days of delivery. Include your order number and a description of the issue. Photos or a short video, where possible, help us verify the problem. We may ask for additional information reasonably needed to assess the claim.

Refunds are subject to review of the order and the reported quality issue. Approved refunds do not require a physical return. Please do not send a product to a return address for a refund under this policy.

Refund processing

Within 7 business days of receiving your request and the information reasonably needed to assess the reported defect, we will review the claim and process an eligible refund. This timeframe includes review and refund processing; it does not restart after approval.

Approved refunds are issued to the original payment method used for your order. The time it takes for funds to appear in your account depends on your payment provider and is separate from our processing time. There is no return shipping charge for an approved refund because no return is required.

Quality defects & customer-caused damage

A fault that occurs during normal use is not automatically treated as customer-caused damage. Damage caused by drops, misuse or other customer actions is excluded from this voluntary return and warranty coverage.

One-year limited warranty

PALBLOOM provides a one-year limited warranty for TuanTuan AI Plush Cat, starting on delivery. It covers quality defects arising during normal use that are not caused by you. After verifying a covered fault, we prioritize replacement and cover the necessary return and replacement shipping costs. Contact us to arrange warranty service before sending any item. The no-return refund process described above applies to eligible seven-day refund claims; it does not make all warranty claims refundable for one year.

This warranty does not promise a refund for any reason for one year. It does not limit your rights under applicable law. You may have additional rights that vary by state.

Replacement products carry a six-month limited warranty starting on the date the replacement is delivered to you. The same covered defects, exclusions and seller-paid shipping terms described above apply. Your rights under applicable law are unaffected.

Warranty service is provided by PALBLOOM. Contact us for a covered claim before shipping a product.