Refund policy
Return & Refund Policy
Last updated: July 20, 2026
At lusorius, we want Bonnie to genuinely earn her place on your bed. This policy explains exactly how returns, refunds and replacements work, so there are never surprises on either side. By placing an order you agree to the terms below.
Nothing in this policy limits any rights you may have under the consumer protection laws that apply to you.
1. The 30-Night Cuddle Guarantee
Sleep on it for a whole month. If Bonnie isn't part of your nights within 30 nights of the date your order is delivered (as confirmed by carrier tracking), we'll refund you in full.
How to claim:
- Email support@lusorius.com within 30 nights of delivery, from the email address used on your order.
- Include your order number and a sentence or two on why she wasn't right — this helps us improve, and it's the only question we'll ask.
- We'll confirm next steps within 1 business day.
What you'll get back: the full purchase price of your Bonnie, refunded to your original payment method.
Returning the item: in most cases we won't ask you to post anything back — we'll simply suggest you donate Bonnie to someone who could use a hug. If we do request a return, we will first email you the correct returns address and instructions. Items sent back without prior authorisation, or to any address other than the one we provide, cannot be accepted or refunded. Where a return is requested for a change-of-mind claim, return postage is at your cost; if the item is faulty, return postage (if a return is needed at all) is on us.
Fair-use limits. The guarantee exists for genuine trials, so a few common-sense rules apply:
- It covers Bonnie plushes only (spare heat & cool packs are covered for faults under Section 2, not for change of mind).
- It applies to a maximum of two (2) plushes per order and per household.
- It's available once per customer.
- It doesn't apply where the product has been damaged through misuse — for example microwaving the plush itself, exceeding the heat-pack heating instructions, or machine-washing the heat pack (see Section 5).
- Purchases must have been made at lusorius.com. We cannot honor the guarantee for items bought anywhere else.
2. Faulty, damaged or incorrect items
If your order arrives damaged, develops a fault under normal use, or isn't what you ordered, we'll make it right at no cost to you — with a free replacement or a full refund (including any shipping you paid), your choice.
Email support@lusorius.com within 14 days of delivery with your order number and clear photos (or video) of the issue and the packaging. Photos let us resolve almost every case within one business day without you posting anything anywhere.
3. Order not arrived, lost or marked delivered
- Tracking every step. Every order ships with tracking. Your tracking link is the authoritative record of your delivery's status.
- Not arrived yet? If your order hasn't arrived within 15 business days of dispatch, email us. We'll open a carrier investigation (usually 1–3 business days) and then, if the parcel is lost, send a free replacement or full refund — your choice.
- Marked "delivered" but you don't have it? First check with household members, neighbours, your mailroom and any safe-drop locations, and allow 24 hours (carriers sometimes scan early). If it still hasn't turned up, email us within 7 days of the delivered scan and we'll investigate with the carrier. Where the carrier confirms delivery to the correct address with a valid scan, the order is considered delivered; we're not able to refund parcels stolen after confirmed delivery, but we'll always do what we reasonably can to help, including assisting with a carrier claim.
4. Address errors & cancellations
- Change of address: email us within 12 hours of placing your order and we'll update it before dispatch. After dispatch, addresses cannot be changed.
- Incorrect address supplied by you: if a parcel is returned to sender or lost because the address provided at checkout was incomplete or incorrect, we can reship it once the parcel is returned to us — you'll only be asked to cover the new postage. Refunds aren't available for deliveries that fail due to an address error on the order.
- Cancellations: email us within 12 hours of placing your order and, provided it hasn't been dispatched, we'll cancel and refund you in full. Once dispatched, your order falls under the 30-Night Cuddle Guarantee instead.
5. What isn't covered
- Normal wear and tear, including gradual softening of fur with use and washing.
- Damage caused by not following the care and heating instructions — including microwaving the plush itself, heating the pack beyond the stated time, heating a damaged pack, or washing/soaking the heat pack.
- Products altered or repaired by anyone other than us.
- Items purchased from anywhere other than lusorius.com.
6. How refunds are processed
Approved refunds are issued to your original payment method within 2 business days of approval. Depending on your bank or card issuer, it can take a further 5–10 business days to appear on your statement. We'll email you confirmation the moment the refund is sent. We can't refund to a different card or account than the one used at purchase.
7. A note on payment disputes
Please talk to us before opening a dispute with your bank or card provider. We answer every email within one business day and resolve almost every issue faster than a formal dispute process — usually with a better outcome for you. When a dispute is opened, we provide the card networks with our full records, including this policy, your order details, and carrier tracking documentation.
Questions? Email support@lusorius.com — a real human replies within one business day.