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Plush Pillows

Terms & conditions

Last updated: 19 July 2026

Thanks for shopping with Plush Pillows. These Terms & Conditions (the “Terms”) are a legally binding agreement between you and Plush Pillows for use of our website and the purchase of custom-shaped pillows and related services (the “Service”). By using the Service or placing an order, you agree to these Terms, our Privacy Policy, and our Returns policy. If you do not agree, please do not use the Service.

1. Who we are

Plush Pillows (“we”, “us”, “our”) operates this website and sells custom pillows made to order. We partner with print-on-demand manufacturers (“Print Partners”) to print, pack, and ship your order. We do not hold finished inventory ourselves. If something goes wrong with your order, contact us first via our Contact page. We will handle support with our Print Partners on your behalf.

2. Eligibility

You must be at least 18 years old (or the age of majority where you live) and able to enter a binding contract to place an order. By ordering, you confirm that the information you provide is accurate and complete.

3. Custom products & previews

Every pillow is made to order from the artwork and options you submit. On-screen previews and mockups are approximate guides only. Colours, crop, edge finish, thickness, and print detail can vary by size, fabric, Print Partner, and production batch. We do not guarantee that the finished product will match your screen preview exactly.

Once an order is sent to production, product details (artwork, size, and shipping address) generally cannot be changed. Please check your order carefully before paying.

4. Your artwork & content

You keep ownership of the images and content you upload (“Your Content”). You are solely responsible for Your Content. By uploading it and placing an order, you represent and warrant that:

  • you own it, or have all rights and permissions needed to use it and have it printed;
  • it does not infringe copyright, trademark, privacy, publicity, or other rights of any person or brand; and
  • it does not violate these Terms or applicable law.

You grant us a non-exclusive, worldwide, royalty-free licence to use, store, reproduce, modify (as needed for printing or preview), and transmit Your Content solely to operate the Service, fulfil your order, and improve or promote the Service (for example, showing an anonymised example of a finished pillow, unless you ask us not to).

5. Prohibited content

You must not upload or order products featuring content that:

  • exploits or sexualises children;
  • harasses, threatens, defames, or bullies a specific person;
  • promotes hate or violence based on race, ethnicity, religion, gender, sexual orientation, disability, or similar protected characteristics;
  • promotes terrorism, self-harm, or serious illegal activity;
  • infringes intellectual property or includes others’ personal/confidential information without consent;
  • is obscene or otherwise unlawful where you or we operate.

We may refuse, cancel, or remove orders or content that we reasonably believe breach these rules, without prior notice where appropriate. If we cancel before production for a content or policy reason, you will receive a refund of amounts paid for that order.

6. Pricing & payment

Prices are shown at checkout (typically in AUD unless stated otherwise). Payment is due when you place the order. Orders are not sent to production until payment is received. Displayed currency conversions on the site (if any) are approximate; the charge processed at checkout is authoritative.

You are responsible for any applicable taxes that are not collected at checkout. Where we are required to collect tax, it will be shown at checkout where possible.

7. Production, shipping & delivery

Production and delivery times are estimates only and are not guaranteed. Delays can occur due to Print Partners, carriers, customs, or peak periods. See our Shipping page for current guidance.

You are responsible for providing a complete and accurate delivery address. Extra costs from an incorrect or incomplete address (reshipment, return to sender, etc.) may be charged to you.

We may cancel an order before production if fulfilment would be impractical, violate these Terms, involve suspected fraud, or if materials are unavailable. If we cancel in those cases, we will refund amounts paid for the cancelled order.

8. Returns, refunds & order issues

Because products are custom-made, change-of-mind returns are generally not available. If your pillow arrives damaged, defective, or incorrect, contact us promptly with your order reference and clear photos (or video) so we can investigate. Eligible cases may receive a replacement or refund at our discretion after review.

We may decline a reprint or refund where the issue is caused by artwork quality, placement, design-guide limits, or customer error (wrong size choice, wrong address, etc.). Full details are on our Returns page.

If you open a chargeback or payment dispute, we may pause refund or replacement options until that dispute is resolved.

9. Use of the website

We grant you a limited, revocable licence to use the website for browsing and ordering. You must not misuse the Service (for example, reverse engineer it, scrape it for a competing product, interfere with security, or use it for illegal activity). The site may be unavailable from time to time for maintenance or reasons beyond our control.

Links to third-party sites are provided for convenience. We do not control those sites and are not responsible for their content or policies.

10. Our brand

The Plush Pillows name, logos, and site design are our property. You may not use them without our prior written permission, except for fair or incidental reference to products you purchased from us.

11. Disclaimer & limitation of liability

The Service and products are provided on an “as is” and “as available” basis to the fullest extent permitted by law. We do not warrant uninterrupted or error-free access, or that products will meet every expectation beyond what we expressly state.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law or other applicable law that cannot be excluded. Where liability can be limited, our total liability arising out of or related to an order or the Service is limited to the amount you paid for that order (or, if none, AU$100).

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential loss (including lost profits or data), or for issues caused by Print Partners, carriers, or other third parties beyond our reasonable control, except where such exclusion is not allowed.

12. Indemnity

You agree to indemnify and hold us (and our partners and Print Partners) harmless from claims, losses, and reasonable legal costs arising from Your Content, your breach of these Terms, or your violation of any law or third-party rights, to the extent permitted by law.

13. Changes to these Terms

We may update these Terms from time to time. The “Last updated” date at the top will change when we do. Continued use of the Service after changes means you accept the updated Terms. If you do not agree, stop using the Service.

14. General

These Terms are governed by the laws of Australia. If any part is held invalid, the rest remains in effect. These Terms, together with our Privacy Policy, Shipping, and Returns pages, form the whole agreement between you and us for the Service.

Questions? Contact us via the Contact page.