Returns & Exchanges
At The Squishy Town, we want you to be happy with your squishy purchase! 🧸💕
Because our products are soft, squeezable and handled frequently, we have a few guidelines for returns and exchanges.
💗 REFUND, RETURNS & EXCHANGE POLICY
At The Squishy Town, we want you to be happy with your squishy purchase! 🧸💕
As squishies are delicate novelty products made from soft materials, we have established the following guidelines for refunds, returns and exchanges.
Please read our policy carefully before making a purchase.
💕 1. Change of Mind
We do not accept returns or exchanges for change-of-mind purchases or personal preferences.
This includes:
- Selecting the wrong colour, design, character or variation.
- Deciding that the squishy is not as expected.
- Dissatisfaction with the product's scent, texture, softness or squishiness.
- Minor cosmetic imperfections or normal manufacturing variations.
- Being unhappy with the individual contents of a factory-sealed product.
Please check your selection carefully before completing your purchase.
📦 2. Damaged, Defective or Incorrect Items
If you believe you have received a damaged, defective or incorrect item, please contact us within 24 hours of receiving your order or collecting your purchase.
To help us assess your request, please provide:
- Your order number or purchase receipt.
- Clear photographs of the affected area.
- A continuous, unedited unboxing video showing the unopened parcel and the product being unpacked.
- Photographs of the external packaging, where applicable.
- A description of the issue.
For in-store purchases, we strongly encourage customers to inspect their purchases before leaving the store and report any suspected issues as soon as possible.
Unboxing videos and supporting evidence help us establish the product's condition at the time of receipt or opening.
Please do not send any items back before contacting us. We will provide further instructions after reviewing your request.
🧸 3. Product Condition & Manufacturing Variations
Squishies are manufactured from soft materials, and minor cosmetic variations are normal.
These may include:
- Minor creases, folds and pressure marks.
- Small dents, dimples or surface impressions.
- Minor air bubbles or uneven foam textures.
- Small dust particles or coloured dots.
- Slight colour variations or uneven paint.
- Minor mould marks or surface irregularities.
- Packaging-related impressions.
Such variations are not automatically considered manufacturing defects.
For factory-sealed products, we do not open individual packages to inspect the contents before sale, as this would compromise their original packaging and collectible condition.
By purchasing factory-sealed products, customers acknowledge that minor manufacturing or packaging variations may be present.
🚫 4. Items Not Eligible for Change-of-Mind Returns or Exchanges
We do not accept change-of-mind returns or exchanges for items that have been:
- Played with, used or washed.
- Modified, repaired or altered.
- Stained or exposed to dirt, liquids, perfume or other substances.
- Damaged through improper handling or storage.
- Further damaged after purchase.
Products presented for assessment should remain in their original condition, with original packaging and accessories where reasonably possible.
These conditions do not exclude remedies for eligible defective or incorrect products under applicable consumer protection laws.
💳 5. Refunds & Exchanges
Where a reported defect or incorrect item is confirmed, the appropriate remedy will be determined in accordance with applicable consumer protection laws.
Depending on the circumstances, this may include:
- An exchange for the same item, subject to stock availability.
- Waiting for the next available shipment if replacement stock is unavailable.
- A partial refund for the affected item.
- A refund where applicable.
Refunds will be made through the original payment method where possible.
Approved refunds will be processed within 10 working days.
Delivery charges for ordinary change-of-mind requests are non-refundable. Shipping charges relating to eligible defective or incorrect orders will be assessed in accordance with applicable consumer protection requirements.
📍 6. Return & Assessment Procedure
All approved in-store returns and exchanges must be brought to The Squishy Town's physical store for inspection.
Where a return is required:
- The original item must be presented for inspection.
- Original packaging and accessories should be included where reasonably possible.
- The item must not have been further damaged or altered.
- Customers must not replace or swap the item with another product.
Refunds will be processed after the returned item has been received and assessed, where a return is required.
💌 7. How to Contact Us
For defective, damaged or incorrect items, please contact us:
Email: thesquishytownn@gmail.com
Please include your order number, supporting photographs and unboxing video where available.
Alternatively, you may contact us through Instagram: @thesquishytown.
⚠️ 8. Final Assessment & Goodwill Arrangements
The Squishy Town reserves the right to inspect products, verify supporting evidence and assess each request individually based on the nature, severity and circumstances of the reported issue.
The Squishy Town reserves the right to make the final decision on refund, exchange and goodwill requests under this policy, based on our assessment and in accordance with applicable consumer protection laws and statutory rights.
Any goodwill exchange, discount or refund offered outside our normal policy is discretionary and does not establish an automatic entitlement to similar arrangements in future cases.
Thank you for your understanding and continued support of The Squishy Town! 💗
The Squishy Town Team ☺️