Refund policy

Last updated: 27/08/2026

We want you to be happy with your Hooded Seal Plush. This policy explains how returns, cancellations, and refunds work. It sits alongside our Terms and Conditions, and nothing in it affects your statutory rights as a consumer.

1. Your 14-Day Right to Cancel (Distance Sales)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason from the moment you place it until 14 days after the day you (or someone you nominate) receive the goods.

To cancel, tell us clearly within that period, for example, by email to support@thisiswhyitdoesthat.com. You then have 14 days to return the goods. Once we receive them back (or you provide proof of return), we will refund the price you paid plus standard delivery within 14 days.

Exceptions: this right does not apply to personalised or made-to-order items, or to sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

2. Returns

We accept returns where:

- the item is unused and, where possible, in its original condition and packaging;
- you contact us within 14 days of receiving your order; and
- you cover the return postage, unless the item is faulty or incorrect, in which case we do.

We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to examine the item.

3. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, if your item is faulty, damaged, or not as described, you have the right to reject it for a full refund within 30 days of receiving it, or to ask for a repair or replacement. Please contact us with photographs, and we will put it right, including covering any return costs.

4. Refund Processing

- Refunds are processed within 14 days of us receiving your returned item, or (for cancellations) within 14 days of receiving proof you have sent it back.
- Refunds are made to your original payment method.

5. Exchanges

We do not currently offer direct exchanges. If you need something different, please return your original order for a refund and place a new order.

6. Preorders

Because the Hooded Seal Plush is sold on preorder, please note:

- Your 14-day right to cancel (section 1) still applies to preorders.
- If we cancel production, you will receive a full refund automatically.
- If your preorder arrives faulty, damaged, or incorrect, section 3 applies.
- If we do not deliver within the agreed period, or within 30 days where no period was agreed, you may cancel for a full refund.

7. How to Start a Return

Email us at support@thisiswhyitdoesthat.com and we will give you instructions for returning your item.

8. Contact Us

If you have any questions about this Refund Policy, please contact us at support@thisiswhyitdoesthat.com.