Refund policy

Refund & Return Policy

Last Updated: October 12, 2026

At SquiJoy, we take pride in offering fun, satisfying squishy toys and sensory products. Every order is carefully prepared to provide our customers with an enjoyable shopping experience.

Due to the tactile nature of our products and for hygiene, quality-control, and product-integrity reasons, we maintain a Final Sale Policy as outlined below.

1. All Sales Are Final

All squishy toys, sensory toys, fidget toys, and related products purchased from SquiJoy are considered final sale, except where a refund, replacement, or other remedy is required by applicable law or expressly provided under this policy.

We do not accept returns, exchanges, or offer refunds for:

Change of mind after placing an order.
Personal preference regarding a product's texture, softness, firmness, size, color, or feel when the product matches its description.
Products that have been opened, squeezed, stretched, played with, or otherwise used, except for verified defects or other qualifying issues.
Unwanted gifts or accidental purchases, subject to applicable cancellation rights.
Products damaged through improper handling, excessive force, misuse, or normal wear and tear.

This policy applies to both opened and unopened products, subject to the exceptions described below.

2. Damaged, Defective, or Incorrect Products

We understand that problems can occasionally occur during shipping or manufacturing.

If your order arrives damaged, defective, or contains an incorrect item, please contact us at contact@squijoy.com within 7 days of delivery whenever possible.

Please provide:

Your order number.
Clear photographs of the affected product.
Photographs of the original packaging, if available.
A brief explanation of the issue.
Additional photographs or a short video if reasonably necessary to evaluate the claim.

Our customer support team will review the information and may request additional details before determining the appropriate resolution.

Depending on the circumstances, eligible claims may be resolved through a replacement, refund, or another appropriate remedy.

The 7-day reporting period helps us investigate issues promptly but does not eliminate any rights customers may have under applicable law.

3. Product Damage Caused by Use or Misuse

Squishy and sensory toys are designed for normal use according to their intended purpose and any product-specific instructions.

The following types of customer-caused damage are not covered:

Excessive stretching, pulling, twisting, or squeezing beyond intended use.
Punctures, cuts, tears, or damage caused by sharp objects.
Damage caused by biting, chewing, or improper handling.
Exposure to excessive heat, chemicals, or unsuitable environments.
Damage resulting from unauthorized modifications.
Normal wear and tear over time.

Opening or using a product does not automatically disqualify a genuine manufacturing defect claim.

We reserve the right to review the available evidence and decline claims where the evidence reasonably establishes customer-caused damage rather than a manufacturing defect or shipping issue, subject to applicable law.

4. Refund and Replacement Verification

To protect customers and prevent fraudulent claims, SquiJoy may review order information, shipping records, product photographs, and fulfillment inspection records when investigating a claim.

Submitting photographs or reporting damage does not automatically guarantee a refund or replacement.

We may request reasonable supporting information when necessary.

We do not require customers to return unsafe or leaking products unless appropriate return arrangements have been confirmed.

All claims will be evaluated fairly and individually. Valid claims will not be denied solely because the product packaging has been opened.

5. Order Cancellations

Orders begin processing shortly after purchase.

Customers may contact us at contact@squijoy.com to request a cancellation before shipment.

Cancellation requests are not guaranteed once an order has entered processing or fulfillment. We will review requests based on the order's status and applicable legal requirements.

If we approve a cancellation, a refund will be issued to the original payment method.

If we cannot fulfill an order within the promised or legally required shipping timeframe, customers will be provided the cancellation and refund options required by applicable law.

6. Shipping Delays and Lost Packages

Estimated delivery times are provided in our Shipping Policy.

Shipping estimates are not guarantees unless expressly stated otherwise.

If your package appears lost, is significantly delayed, or has not arrived, please contact our support team.

We will review the tracking information and coordinate with the shipping carrier or fulfillment partner.

Where an order is not delivered or cannot be fulfilled, we will provide the appropriate resolution in accordance with applicable law.

A tracking status alone does not conclusively resolve every delivery dispute. We may review additional delivery information when necessary.

7. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information at checkout.

If you notice an incorrect address, please contact us immediately.

We cannot guarantee address changes after an order has entered fulfillment or shipped.

If a package is returned or undeliverable because of an incorrect address provided by the customer, we will review available options, including reshipment where possible. Additional shipping charges may apply when legally permitted.

8. Promotional Items, Free Gifts, and Mystery Squishies

Complimentary gifts, mystery squishies, and other promotional items have no separate cash refund value when provided free of charge.

Free promotional gifts cannot be exchanged for cash or substituted based on personal preference.

The specific mystery gift may vary based on availability.

If a complimentary item arrives damaged or defective, please contact us so we can review the issue and determine an appropriate resolution.

If a purchased product is eligible for a legally required refund, the presence of a promotional gift does not eliminate that right.

9. Approved Refunds

When a refund is approved, it will generally be issued to the original payment method.

After processing, the time required for funds to appear depends on the customer's bank or payment provider.

We will communicate the refund status and any relevant instructions.

Any legally required refund will be issued within the applicable deadline.

10. Returns Without Authorization

Because our products are generally final sale, customers should not send products back without first contacting our support team.

Unauthorized returns may not qualify for a refund.

If a return is required to resolve an eligible claim, our team will provide instructions and any legally required return arrangements.

11. Purchases Through Third-Party Sales Channels

Orders placed through third-party marketplaces or sales channels may be subject to additional platform-specific return, refund, and buyer-protection requirements.

Where those requirements or applicable laws provide customers with additional rights, those requirements will apply.

12. Consumer Rights

Nothing in this policy excludes, limits, or overrides any consumer rights or remedies that cannot legally be waived.

If applicable consumer-protection laws require a refund, replacement, cancellation, or other remedy, those requirements take precedence over our Final Sale Policy.