Refund policy

# Refund & Returns Policy

**Last updated: November 2026**

At **My Squishy Shop**, customer satisfaction is important to us! 💗 We want you to love your squishy products and enjoy every purchase.

Please read our Refund & Returns Policy before placing your order.

## 1. Change of Mind

We understand that sometimes you may change your mind after making a purchase.

However, we do not offer refunds or exchanges for change-of-mind purchases.

This includes:
- Ordering the wrong product.
- Choosing the wrong colour or design.
- Purchasing duplicate items.
- Deciding you no longer want the product.
- Not liking the texture, softness or feel of the product.

Please carefully review your order before completing checkout.

This policy does not affect your rights under the New Zealand Consumer Guarantees Act.

## 2. Faulty or Damaged Products

We want every order to arrive in good condition.

If your product arrives faulty, damaged or does not match its description, please contact us so we can help.

Please provide:
- Your order number.
- A description of the problem.
- Clear photos or videos showing the issue.

We recommend contacting us as soon as possible after receiving your order.

Depending on the issue and your rights under New Zealand consumer law, we will arrange an appropriate remedy, which may include a repair, replacement or refund.

## 3. Incorrect Orders

If you receive an item different from what you ordered, please contact us as soon as possible.

Please include:
- Your order number.
- Photos of the items received.
- A short description of the issue.

We will investigate and arrange an appropriate solution.

## 4. Missing Items

If an item is missing from your parcel, please contact us with your order number and a photo of the items received.

We will check your order and help resolve the issue if an item was accidentally left out.

## 5. Squishy Care & Product Damage

Our squishy toys are designed for gentle squeezing and sensory play.

To help keep your products in good condition, please avoid:
- Pulling or stretching them excessively.
- Cutting, puncturing or tearing the material.
- Contact with sharp objects.
- Exposure to excessive heat.
- Contact with pets.
- Improper storage.

Damage caused by misuse or normal wear and tear may not qualify for a refund or replacement.

However, your rights under the Consumer Guarantees Act still apply where relevant.

## 6. Product Variations

Some squishy products may have minor variations in colour, shape, texture or firmness.

These small differences can occur during manufacturing and do not necessarily indicate a fault.

All products should still match their descriptions and meet applicable consumer guarantees.

## 7. Refund Processing

If a refund is approved, it will generally be issued to your original payment method.

Please allow approximately **3–10 business days** for your bank or payment provider to process the refund.

Processing times may vary depending on your financial institution.

## 8. Return Shipping

If an item needs to be returned, please contact us before sending it back.

We will provide instructions for the return process.

Where a product is faulty or does not meet the guarantees under New Zealand consumer law, reasonable return costs will be handled in accordance with your legal rights.

## 9. New Zealand Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify your rights under the **New Zealand Consumer Guarantees Act 1993** or other applicable consumer protection laws.

If a product does not meet the guarantees required by law, you may be entitled to a repair, replacement or refund, depending on the circumstances.

More information is available at:

https://www.consumerprotection.govt.nz/

## 10. Contact Us

Have a question about a return, refund or your order?

We are happy to help!

**My Squishy Shop**

Please visit our Contact Us page to get in touch.

Thank you for shopping with us! 💗

**Squish it. Love it. Repeat.**