Terms & Conditions

Product Descriptions & Availability

Descriptions and photographs of goods on the site are for illustrative purposes only. Every care has been taken to ensure accuracy of description, specifications, colour, and price. However, there may be small discrepancies in the size and colour of goods supplied.

All items are offered subject to availability. Prices are subject to change without notice.

Custom Plush Toys

Please read this section carefully before placing a custom order, as it affects your rights in relation to returns and refunds.

Nature of the Product

Our plush toys are handmade, custom-made items created individually based on your submitted artwork, drawing, or description. Each plushie is made to order and is therefore unique to you.

Design Approximation

We cannot guarantee that the finished plush toy will be an exact replica of any drawing, image, or reference provided. By placing a custom order, you acknowledge and accept the following:

• Plush toys are crafted using fabric, thread, stuffing, and other physical materials. It is impossible to replicate every fine detail, line, shading, texture, or colour present in a digital or hand-drawn design.
• Colours may vary due to fabric dye lots, screen calibration differences, and the inherent limitations of available fabric colours.
• Proportions, facial features, and small details may be adapted or simplified to be achievable in a fabric medium.
• The final product is an artistic interpretation of your submitted design, not a guaranteed exact copy.

We will always make every effort to produce a plushie that closely resembles your design. If you have specific requirements, please communicate these clearly at the time of ordering.

Design Approval & Mockups

As standard, we do not provide mockups or previews before production begins. If you would like an AI-generated mockup of your plushie, you may request one — we are happy to provide this upon request.

Once production commences, changes cannot be made and the order is non-refundable except in the case of a manufacturing defect (see Section 6).

Intellectual Property

By submitting a drawing, image, or design, you confirm that you own the rights to that image or have permission to use it. Maua Gang accepts no liability for any intellectual property infringement arising from customer-submitted designs. We reserve the right to decline any order if we believe the submitted image infringes third-party copyright (e.g. trademarked characters).

Online Orders

All orders are processed in GBP.

When placing an order you confirm that all details provided are true and accurate, that you are over 18 years old and an authorised user of the payment method used, and that sufficient funds are available.

Once your order is complete, you will receive a confirmation by email. For questions, contact us at maua@mauagang.com.

Please ensure your billing and shipping address are correct. We cannot be held responsible for undelivered or delayed parcels due to incorrect address details provided by you.

We may cancel any sale and not supply the products if it is reasonable to do so, or discontinue the availability of products at any time at our sole discretion. If an order is cancelled by us, any payment made will be refunded in full. This does not affect your Statutory Rights.

Shipping & Delivery

We ship worldwide. UK orders are sent using Royal Mail Tracked 24 or Royal Mail Special Delivery. International orders are sent using Royal Mail International Tracked & Signed.

Estimated delivery times are provided as a guide only and are not guaranteed. We are not liable for delays caused by postal services, customs, or circumstances outside our control.

During busy periods or unforeseen circumstances, there may be delays to production and dispatch. You will be notified if there is a significant delay to your order.

Duty & Import Taxes

If you are from outside the UK, you may be required to pay additional import tax and/or duties in your destination country. Maua Gang is not responsible for any such taxes or duties. The carrier will contact you regarding any extra charges, which are your responsibility to pay. This may delay delivery if goods are held in customs.

Cancellations & Returns

Standard (Non-Custom) Items

For standard items, you may cancel your order before the goods are shipped without giving a reason and without incurring any liability. If the goods have already been shipped, we will not refund original shipping costs.

You are entitled to an exchange and/or refund within 30 days of receipt. Please contact us at maua@mauagang.com to explain the reason for your return. We do not accept items that have been altered, washed, or returned without their original tag. We only credit the original payment method used. You are responsible for return postage costs.

Custom-Made Plush Toys — No Right of Return

We do not accept returns or offer refunds on custom plush toys except in the following circumstances:

• The item arrives with a manufacturing defect (e.g. seams splitting, poor stitching affecting structural integrity).
• The item is significantly different from what was agreed in writing prior to production commencing.

Dissatisfaction with the artistic interpretation of your design — including minor differences in colour, proportion, or detail — does not constitute a defect and does not entitle you to a refund.

If you believe your item is defective, please contact us within 14 days of receipt at maua@mauagang.com with photographs of the issue. We will assess the claim and, where a defect is confirmed, offer a repair, replacement, or refund at our discretion.

Production Timeframes

Custom plush toys are made to order and require a production lead time. We will provide an estimated timeframe at the time of ordering. These estimates are not guaranteed and may be subject to change due to demand or material availability.

We are not liable for any loss or inconvenience caused by production or delivery delays, provided we notify you of any significant changes.

Privacy Policy

We do not store credit card details, nor do we share customer details with any third parties.

When you place an order we collect your name, address, telephone number, and email address in order to fulfil the order. We retain and use this information carefully in accordance with our Privacy Policy.

By supplying your email address you grant us permission to contact you regarding your order and any special offers or promotions we may offer. You may opt out at any time.

Limitation of Liability

To the maximum extent permitted by law, Maua Gang shall not be liable for any indirect, incidental, or consequential loss arising from the use of our products or services, including disappointment with the artistic outcome of a custom order.

Our total liability to you in connection with any order shall not exceed the price paid for that order.

Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.

Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.