Refund policy
Version: 1.0 Effective date: October 1, 2026
This policy covers MILOLO and TOMIMI physical plush toys purchased from smilellemon.com for delivery to the United States, together with accessories and packaging expressly included in your order. We do not offer returns or exchanges for a change of mind or other personal reasons. Requests involving defects, transit damage, incorrect items, missing contents or material misdescription follow the process below. Mandatory cancellation, return, refund and other consumer rights under applicable law take precedence.
1 Contact us
Email shopify_return@smilellemon.com with your order number, checkout email, product name and a description of your request. If you cannot find your order number, other reasonable proof of purchase can help us locate your order. We aim to reply within 2 business days. An automated acknowledgement does not mean a request has been reviewed.
Do not email full payment card details, passwords or identity documents. For damage, incorrect items or missing contents, relevant product and parcel photos can help. An unboxing video is not required. If you cannot provide photos, let us know so we can discuss another reasonable way to assess the issue.
2 Eligible requests and the three business day request period
We do not accept returns or exchanges solely because you change your mind, no longer need the item, change your personal preferences or select the wrong design. This restriction does not apply where the law requires us to accept a request.
For defects, transit damage, incorrect items, missing contents or material misdescription, contact us within 3 business days after delivery to request a return or exchange. For an order delivered in separate shipments, the period starts when the final item arrives. Send your request by 11:59 p.m. local time at the delivery address on the 3rd business day. Keep a record of your request; a delay in our reply will not invalidate a request made on time.
This 3-business-day period is our store request period and does not limit your rights under applicable law. You may still contact us after this period about latent defects, statutory product guarantees, non-delivery or other valid statutory claims. A claim for goods that were never received is not calculated from a delivery that did not occur. Statutory notice, claim and remedy periods take precedence.
Ordinary discounted products follow the same policy. A discount does not remove responsibility for defects or reduce statutory rights.
3 Sending a return
Contact us first so we can assess the issue, confirm the proposed remedy and provide the return address and shipping arrangements for your order. Where a return is required, follow the reasonable timeframe agreed with us and contact us promptly if you need more time. Valid statutory cancellation and return claims follow their own notice, return and refund rules and do not depend on our approval.
Pack the goods securely and include your order or return reference. We recommend a tracked service and keeping proof of dispatch. The original shipping carton is not required if you use equally protective packaging. Normal opening or use needed to assess an issue, missing original packaging or the absence of an unboxing video does not itself invalidate a lawful claim. Keep relevant accessories, packaging and tags where possible to help with assessment.
Do not send a return to the address on the shipping label unless it matches our published and confirmed return address. Sending goods to the wrong address may delay processing but does not automatically remove statutory rights.
Return recipient: Timo
Return address: 2000 W BaseLine Rd Rialto, CA 92376
Return warehouse country or territory: USA
If a particular destination requires a different return location, we will disclose it clearly before purchase.
4 Return costs and original delivery charges
We cover reasonable necessary return or replacement shipping costs for confirmed defects, material misdescription, incorrect items, missing contents or transit damage. We will provide a prepaid label, arrange collection or agree a reimbursable shipping method in advance. You do not need to arrange an expensive service yourself. Necessary costs legally payable by us will not be passed to you.
We do not charge a restocking fee. Refundable product charges, taxes and original delivery charges are calculated according to the remedy and applicable law and will be explained during processing. Original delivery charges will be refunded where required by law. We will not retrospectively deduct an outbound shipping charge that was not charged on a free-shipping order.
5 Damage defects incorrect items and missing contents
Split seams, holes, unusual staining, significant structural problems, an item different from your order or missing contents expressly included in the packing list can be reported. Report the issue within the period in section 2 and, where possible, keep the goods and relevant packaging for assessment. Statutory rights are not limited by that commercial period.
After assessment, we will offer an appropriate remedy, such as supplying missing parts, repair, replacement, a price reduction or a refund, according to the issue and applicable law. We respect any choice of remedy the law gives you. If replacement is unavailable or a problem cannot be resolved within a reasonable time, we will provide a refund or other appropriate remedy in line with your rights. We will not substitute a partial refund, voucher or store credit for a monetary refund you are entitled to without your agreement.
Ordinary wear, accidental damage or problems caused by failure to follow care instructions are generally not original defects; we will consider the actual cause. Once you notice a problem, avoid use or repairs that could make it worse. We will not reject a valid statutory defect claim solely because you do not have an unboxing video, original packaging or tags.
6 Plush appearance and care
Soft filling, pile direction and shipping compression can affect arrival appearance. Gently arrange the plush as permitted by its care label and contact us for product-specific guidance if needed. We do not require washing, opening seams, heating, repairing or waiting a fixed number of days before considering a problem.
Minor reasonable batch or screen-colour differences are not necessarily defects. Significant misdescription, persistent severe deformation, unusual odours or safety concerns should be reported for assessment and will not automatically be dismissed as normal plush characteristics. Stop using the item if you suspect a safety issue and contact us.
Minor compression or minor cosmetic damage caused by sea freight to the shipping carton, the product itself or a collectible box included with the product does not by itself qualify for a return or exchange under our store policy. Significant product damage, significant damage to a collectible box sold as part of the product, or missing promised cards will be assessed on the facts. Mandatory consumer rights remain unaffected.
7 Exchanges sets and gifts
Exchanges are available only for issues covered by this policy or where required by law. We do not exchange designs for personal preference. Replacements depend on available stock; a stock shortage does not remove statutory remedies, and we will provide another appropriate remedy as required by law. We cover reasonable necessary shipping costs for eligible product replacements.
For a return and refund of a complete set, follow the return instructions and include the relevant goods and accessories still in your possession. We will not refuse a legally required remedy solely because a set is incomplete when a part is defective or was missing on arrival. Separately purchased items may be handled individually at their allocated order value. Refunds reflect the amount paid and fairly allocated discounts, without additional undisclosed charges.
A gift recipient may request assistance, but monetary refunds normally go to the original payment method and may require the original buyer's help with verification. Gift orders follow the same eligibility rules and do not have a separate change-of-mind return or exchange option. If gift cards, personalised goods or other digital products are sold separately, their pre-purchase terms apply; this policy does not automatically establish terms for them.
8 Refund amounts and timing
Refunds are based on the price actually paid for eligible goods, including refundable taxes, with delivery charges handled under this policy and applicable law. We will explain the amount, any legally permitted deductions and the outcome. Split-payment refunds normally follow the original payment sources. Store credit will not be compulsory.
Within 5 business days after receiving the returned goods, we will complete the inspection, notify you of the outcome and initiate any eligible refund. If a return is not required, we initiate an approved refund within 5 business days after confirmation. Your bank or payment provider may take additional time to post it. Contact us if it is still missing 10 business days after initiation.
These processing periods do not extend any statutory refund deadline. Cancellations before shipment, cancellations caused by shipping delay and special cancellation rights under United States law do not follow the general rule of counting from receipt of returned goods. Refund amounts, starting dates and deadlines follow the applicable law. If the law requires an earlier refund, the earlier deadline applies.
9 Missing deliveries and shipping disputes
Contact us promptly if tracking stops updating, a parcel is marked delivered but cannot be located, or you receive an empty parcel. We will check the address and delivery information with you, consider possible misdelivery and help investigate with the carrier. A delivered tracking status alone will not automatically close an investigation.
If the order was not properly delivered as agreed, we will arrange redelivery or a refund as appropriate to the facts and applicable law. We will not reject assistance solely because you did not purchase extra shipping insurance or because the parcel was handed to a carrier.
10 Consumer rights
Our decision not to offer commercial change-of-mind returns or exchanges does not limit rights that cannot be excluded under applicable law, including rights relating to defects, misdescription, misleading sales, non-delivery or valid statutory cancellation or refund claims. The 3-business-day request period, return arrangements and processing times in this policy are subject to those mandatory rules.
United States: individual states may impose additional requirements for refund-policy disclosure, warranties and consumer remedies. We honour the policy disclosed at purchase. If the law provides a right to return, a longer return period or another remedy because required disclosures were not made, that statutory right takes precedence. An ordinary purchase made entirely online does not automatically qualify for a uniform cancellation period under the federal Cooling-Off Rule.
United States shipment delays: where the FTC Mail, Internet, or Telephone Order Merchandise Rule applies, we will give the required delay notice, obtain any necessary consent, or cancel and promptly reimburse the amounts due. Our return-inspection process will not delay such refunds, and store credit will not be compulsory.
You may seek remedies through applicable consumer authorities, payment providers or legal channels.
11 Review of decisions and policy updates
If you disagree with an outcome, reply to the existing support email and explain the facts you would like reviewed. We will reassess them. Contacting us does not prevent you from seeking help from payment providers, consumer authorities or other lawful channels.
For commercial deadlines in this policy, business days are Monday to Friday, excluding applicable public holidays at the delivery destination. The event date is excluded; counting starts on the next business day. Calendar days include weekends and holidays. Statutory starting dates, deadlines and extension rules take precedence and are not extended because our support team or warehouse is closed. Updates apply to orders placed after the update and do not retrospectively reduce existing contractual rights. The Chinese and English versions are intended to convey the same terms. Translation differences do not reduce protection under applicable law.
12 Contact details
Store: Smilellemon
Operator: IconFuse INC
Business contact address: 30 N Gould St #67571, Sheridan, WY 82801, United States. This is not the return warehouse.
Support email: shopify_return@smilellemon.com
Website: https://smilellemon.com
The goods return address is in section 3. Use the business address for returns only if it is also designated as the return address.