Refund & Cancellation Policy

• Toys and kits: 14 days to change your mind from the day you receive them — no reason needed.
• Send-in service: you can withdraw any time before we start installing the voice unit in your plush.
• Subscription: cancel anytime, effective at the end of the current billing period.
• Every new toy and send-in order includes a 30-day trial of the dashboard and AI features.
• Faulty products: your EU legal guarantee of conformity applies on top of all of the above.

If you are a consumer in the EU, you may withdraw from your purchase of a ToyAI plush, retrofit kit, or send-in kit within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. To withdraw, email support@bentleyhugs.com with your order number and a clear statement that you withdraw from the contract (you may use the EU model withdrawal form, but you don't have to).

Then return the goods to us within 14 days of telling us. You bear the direct cost of the return shipment unless the product is faulty. We will refund everything you paid, including standard delivery costs, within 14 days of your withdrawal — we may withhold the refund until we have received the goods back or you have provided proof of sending them. You may inspect the product as you would in a shop; we may reduce the refund if the value is diminished by handling beyond that (for example, visible damage).

The send-in service (we install a voice unit inside your child's existing plush) is a service performed on an item that is personal and irreplaceable, so it works slightly differently:

• Before installation starts: you can withdraw at any time for a full refund. If your plush has already reached us, we send it back unaltered at our cost.
• Once installation has started: by ordering, you expressly request that we begin the work within the withdrawal period and acknowledge that you lose the right of withdrawal for the service once it has been fully performed. If you withdraw while work is in progress, you pay a proportionate amount for the work already done.
• We treat every plush with extreme care, but if we assess that an installation is not feasible without risking damage, we will contact you, return the plush unaltered, and refund you in full.

You can cancel the €9.99/month service at any time from the parent dashboard (or by emailing us). Cancellation takes effect at the end of the billing period you have already paid for — you keep access until then, and you will not be charged again. We do not offer pro-rated refunds for partial months except where the law requires it.

If you withdraw within 14 days of first starting a paid subscription, we will refund the payment, less a proportionate amount for any days of service already used at your request.

Every new toy purchase and send-in order includes 30 days of the dashboard and AI conversation features so your family can try the full experience before committing. If you do not continue with the subscription after the trial, the AI features pause — the plush itself is still yours and still huggable. You will never be charged during the trial without starting a subscription.

Separately from all of the above, the EU legal guarantee of conformity (minimum 2 years) and our 1-year manufacturer hardware warranty apply. If your toy or kit is faulty, arrives damaged, or isn't as described, contact us and we will arrange repair, replacement, or a refund as provided by law — return shipping for faulty items is on us.

Refunds go back to the original payment method via our payment provider (Stripe) within 14 days of the relevant event, and we will confirm by email. Questions? Write to support@bentleyhugs.com — a human reads every message.