Returns & Refunds

Updated on Jul 21, 2026

Whether it's a plush friend, an RC car, or a building kit — we want you to be 100% happy.
30 Days Return Window
Free Return Label
No Fees Restocking
5 Days Fast Refund

General Policy (US)

We accept returns for both defective and non-defective products within 30 days of delivery. Items must be in New only condition (unwashed, tags attached). How to Return:
  1. Find the pre-paid return label included in your box.
  2. Pack the item securely.
  3. Drop it off at the carrier listed on the label.

*Missing a label? Contact [email protected].

International Returns (Europe & Global)

European Union (EU) & UK

We comply with local consumer protection laws.

  • Right of Withdrawal: You have 14 days to notify us of a return, and another 14 days to send the goods back.
  • Return Center: Please mail items to our warehouse in Germany or UK. Contact support for the exact address.
  • VAT: VAT is refunded for fully returned orders.

Rest of World

For customers in Canada, Australia, and Asia:

  • Shipping: Unless the item is defective, international return shipping costs are the responsibility of the customer.
  • Customs: Please mark the package as "Return Goods" to avoid double taxation.

Product Categories

Plush Toys & Heated Plush

We want your new friend to be perfect.
  • Hygiene: Toys must be odor-free and free of pet hair.
  • Heated Plush: Warning Do not wash electronic/heated parts. Water damage voids the warranty.
  • Accessories: Doll clothes must be returned with their original packaging.

Personal Care (Toothpaste etc.)

Safety comes first for kids' products.
  • Sealed Only: Toothpaste and brushes can only be returned if the safety seal is 100% intact.
  • Opened Items: Non-returnable unless expired or defective upon arrival.

RC Cars & Remote Control Vehicles

Every RC vehicle is tested before shipment. Returns accepted within 30 days.
  • DOA / Non-Working: Unit fails within 7 days of arrival? We'll send a free replacement or full refund — no return shipping required.
  • Complete Return: Must include all accessories (remote controller, USB cable, battery pack, spare parts bag, manual) in original packaging.
  • Used / Driven: Vehicles with clear signs of outdoor use (mud, deep scratches, bent chassis) are not eligible for change-of-mind returns.
  • Battery Performance: Gradual run-time reduction from normal use is expected wear, not a defect. Battery swelling or failure to charge within the warranty period is covered.
  • Water Damage: RC vehicles are not rated for submersion unless explicitly stated. Water ingress voids return eligibility.
  • Crash Damage: Cosmetic damage from crashes (broken shell, bent wheels) is normal use and is not covered unless the part failed under ordinary driving conditions.

STEM & Robotics Kits / Building Blocks

Engineered for exploration. We stand behind every piece.
  • Missing or Broken Pieces: Contact us within 30 days of delivery with a photo — we ship replacement parts free of charge.
  • Change-of-Mind Return: Fully or partially assembled kits must be completely disassembled, all parts returned, and in resalable condition.
  • Electronic Modules: Control boards, motors, and sensors are covered for manufacturing defects within the warranty period.
  • App / Software: Companion app issues should be reported to our support team. We provide free software updates and technical assistance.
  • Instructions: Missing or damaged manual? Download a digital copy at toy.vanapure.com/support or contact support.

Outdoor Play Toys

Designed for active outdoor fun. Safety first, always.
  • Unused Condition: Change-of-mind returns require the item to be unused and in its original sealed packaging.
  • Structural Defects: Broken components or manufacturing failures upon arrival are covered for free replacement within 30 days.
  • Normal Wear: Surface fading from prolonged sun exposure, minor scratches from play, and similar cosmetic changes are expected and do not qualify as defects.
  • Safety Recalls: In the event of a safety recall, please contact us immediately — we will provide a free replacement or full refund regardless of purchase date.
  • Age Suitability: Damage resulting from use outside the recommended age range stated on the product is not covered.

Third-Party Retailers & Sub-Brands

If you purchased Vanapure products or our family of brands from a third-party retailer:
BIG HEADED BIRD® Cleanie Critters®

Purchased via Amazon / Walmart / Boutiques?

Please process your return or exchange directly through the retailer where you made the purchase. We do not have access to their billing systems and cannot issue refunds for orders placed outside of Vanapure.com.

Warranty & Quality Guarantee

We stand behind our quality regardless of where you bought it. If you discover a manufacturing defect in your BIG HEADED BIRD® toothpaste or Cleanie Critters® plush, contact us directly for a warranty replacement.

Wholesale & Bulk Orders

For our B2B partners and bulk volume purchases (10+ units), the following policies apply:
  • Final Sale: Wholesale orders are generally considered final sale unless otherwise specified in your dealer agreement.
  • Damages: Any shipping damages or shortages must be reported within 72 hours of receipt with photo evidence.
  • Restocking Fee: If a return is authorized by our team, a 15% restocking fee will be deducted from the refund, and the buyer is responsible for return freight.
  • Condition: Items must be returned in original master cartons/case packs.

Pricing & Reductions

We want you to feel confident that you are getting the best price at Vanapure.
14-Day Price Protection: If Vanapure reduces the price of any Vanapure-branded product within 14 calendar days from the date you receive your product, feel free to contact our Support Team to request a refund or credit of the difference.
  • Exclusions: This excludes limited-time "Flash Sales", Black Friday, or Cyber Monday special events.
  • Currency: Prices are in U.S. Dollars. International orders may see slight fluctuations on bank statements due to daily exchange rates.
  • Errors: We reserve the right to correct pricing errors. If you were charged more than the posted price, we will refund the overcharge immediately.

Custom & Personalized Plush

Custom orders — including name embroidery, photo-based plush, custom fur colors, or made-to-order character commissions — are crafted just for you and therefore handled differently from our standard catalog items.
  • Final Sale: Personalized items are non-returnable and non-refundable for buyer's remorse, change of mind, sizing preference, or "didn't look exactly like the photo" requests.
  • Approval Window: For commissions over $150, we send a digital proof or in-progress photo before shipping. You have 48 hours to approve or request adjustments. Once approved, the order moves to final production.
  • Defects & Errors on Our Side: If we misspelled a name, used the wrong color, or the item arrives with a manufacturing defect, we will remake it free of charge or issue a full refund — your choice.
  • Cancellation: Custom orders may only be cancelled within 24 hours of order confirmation. After that, materials have been cut and labor begun, and the order cannot be cancelled.

Tip Please double-check spelling, photos, and color choices at checkout. We produce exactly what's submitted on the order form.

Bundles, Sets & Multi-Pack Promotions

For "Buy 2 Get 1 Free", "Family Sets", "Gift Bundles", or any multi-item promotional pack:
  • Return the Whole Bundle: Bundles are sold as a single SKU. To receive a full refund, all items in the bundle must be returned together in their original condition.
  • Partial Returns: If you keep one or more items from a bundle, the refund will be calculated as: (Bundle Price) − (Regular Retail Price of items kept). This may result in a refund lower than the per-item bundle price suggests.
  • Free Gift Items: If your order included a "free gift" or "GWP" (gift-with-purchase), the gift must also be returned. Otherwise, its retail value will be deducted from your refund.
  • Mixed-Brand Bundles: Bundles containing both Vanapure and a sub-brand (e.g., a BIG HEADED BIRD® + Cleanie Critters® set) follow the same rules — return the full set for a full refund.

Coupons, Discounts & Refund Amounts

Refunds reflect the actual amount paid, not the original retail price. Here's how various promotions affect your refund:

Percentage & Dollar-Off Codes

  • If you used a 20% off code, you will be refunded the discounted amount you paid — not the full retail price.
  • One-time-use coupon codes are not reissued after a return; the discount is considered consumed.

Store Credit & Loyalty Points

  • Orders paid partially with store credit will be refunded back to store credit first, then the remainder to your original payment method.
  • Loyalty points redeemed on a returned order will be restored to your account.

Free Shipping Thresholds

  • If a partial return drops your order below the free-shipping minimum (e.g., $50), the original shipping cost may be deducted from your refund.

Gift Cards & Promo Credit

  • Gift cards themselves are non-refundable.
  • Refunds for orders paid with a gift card will be returned to the same gift card balance.

Payment, Refund Timing & Currency Notes

  • Refund Method: Refunds are always issued to the original payment method. We cannot redirect refunds to a different card, account, or person.
  • Credit & Debit Cards: Once we approve your refund, it typically appears on your statement within 5–10 business days, depending on your issuing bank's processing speed. Vanapure does not control this timeline.
  • Closed or Expired Cards: If the original card is closed, expired, or replaced, the refund still goes to that card number — your bank is responsible for forwarding the funds to your new account. Please contact your bank if it does not appear.
  • PayPal / Apple Pay / Shop Pay: Refunds are usually instant on our side and reflected within 1–3 business days in your wallet.
  • Buy-Now-Pay-Later (Klarna, Afterpay, Affirm): Refunds are sent to the BNPL provider, who will adjust your remaining installments. If you've already paid, the refund flows back to your original card via the provider.
International Orders & Exchange Rates All Vanapure transactions are processed in U.S. Dollars (USD). The amount we refund will always equal the exact USD amount we originally charged. However, the amount you see returned in your local currency (EUR, GBP, CAD, AUD, etc.) may differ slightly from your original payment because:
  • Daily exchange rates fluctuate between the date of purchase and the date of refund.
  • Your bank or card network may charge a foreign-transaction fee on the original purchase that is not reversed on the refund.
  • Any currency-conversion spread applied by your bank is set by your bank, not Vanapure.
These differences are typically within ±3% and are outside Vanapure's control. We are unable to compensate for exchange-rate or bank-fee differences.
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