Refund policy

1. Order Cancellations

If you need to cancel an order or update your order details, please contact us at service@squishzen.shop within 12 hours of payment confirmation.

Cancellation or modification requests can only be accommodated before the order has progressed too far in processing. Once an order has been packed or shipped, changes or cancellations may no longer be possible.

Approved cancellations are subject to a deduction of 6.9% + $1 to cover administrative and payment processing costs, where permitted by applicable law.

2. Return Eligibility

You may request a return within 30 days of purchase or 14 days after delivery, whichever is later, subject to the following conditions:

Items must be unused and in their original condition.
Original packaging and included components should be returned with the item.
Return shipping costs are the customer's responsibility unless the item is defective, damaged, or incorrect.

Please email service@squishzen.shop for return instructions before sending any item back. Returns sent without prior authorization may not be accepted.

3. Refunds

Refund requests may be considered for items that arrive damaged, are incorrect, or fail to arrive within an applicable guaranteed delivery timeframe.

To help us review your request, please provide your order number, name, and relevant evidence, such as product photos or an unboxing video.

Returns due to a change of mind may be accepted if they meet our return requirements. In these cases, the customer is responsible for return shipping costs.

For returned items, refunds are generally processed after the package is received and the item has been inspected. The time it takes for the funds to appear in your account may depend on your payment provider.

4. Replacements and Exchanges

If a package cannot be delivered due to a confirmed carrier error, we will review the situation and may arrange a replacement at no additional cost.

If a replacement is needed because of an incorrect address or other information provided by the customer, additional product or shipping charges may apply.

If you receive a damaged or incorrect item, please contact our support team with your order details and supporting photos so we can determine the appropriate solution.

5. Exceptions and Special Circumstances

Certain situations may affect return, cancellation, or refund eligibility:

Orders that have already shipped generally cannot be canceled while in transit.
Delivery problems caused by inaccurate address details or unsuccessful delivery attempts may require additional review.
Pre-order and custom-made items may be subject to special return conditions, except where an item is defective or applicable law provides otherwise.
Items returned without prior authorization may not be accepted.
Packages marked as delivered but reported missing or stolen require further review.
Delays or delivery issues involving customs, severe weather, natural disasters, or other circumstances beyond our control will be assessed individually.

All requests are reviewed based on the circumstances and applicable consumer protection laws.

6. Undeliverable Packages

If a package cannot be delivered, we may contact you using the email address provided with your order.

Please ensure your contact and shipping information is accurate and respond promptly to delivery-related messages. If a package is returned, abandoned, or destroyed because the information provided was incorrect or we could not reach you, the available resolution options may be limited.

7. International Orders and Customs

International shipments may be subject to import duties, taxes, or customs fees depending on the destination country's regulations.

Before placing an international order, please review your shipping details and any applicable import requirements. Requests related to customs charges, shipping costs, or customs delays will be reviewed in accordance with this policy and applicable law.