Refund Policy

Refund and Return Policy

We strive to ensure every product brings joy to our customers. If you are not satisfied with your order or encounter any issues, please contact us within 2 business days of the delivery date.

How to Initiate a Return

To start a return, please contact our customer service team at service@diysquishy.com. Stay in touch with our team until your request is fully resolved.

Order Cancellation

After Shipment: If you cancel your order after it has shipped, the shipping fee will be deducted from your refund.

Returns (If Applicable)

Due to the unique nature of handmade products, returns or exchanges are not supported without valid reasons.

A. Customer Preference
If you wish to return an item for personal reasons (e.g., dislike or incorrect order), the following conditions apply:

You will be responsible for the return shipping costs.

The item must be unused, unworn, with tags, and in its original packaging.

Returns sent without prior approval will not be accepted.

Please retain the tracking number as proof of shipment. We are not responsible for lost return packages. If a package is lost, the customer must contact the shipping carrier.

B. Our Error
If you receive an incorrect, damaged, or defective item, you can request a refund or exchange. In this case:

You must provide a video of the unused product within 24 hours of receiving the package.

Once approved, we will assist with the refund process or ship a replacement at no additional cost.

 

Refund Process

1. Contact Us: Send an email to service@diysquishy.com to request a return. Include detailed information about the product and the reason for the return. For defective products, attach photos or videos as evidence.

2. Approval: If your return is approved, we will provide a Return Authorization Number and return instructions. Returns sent without authorization will not be accepted.

3. Return Shipping: Ship the item back within 5 business days of approval. Ensure the product is in its original packaging with all accessories included.

4. Refund: Once we receive the returned item, we will process the refund to your original payment method within 5 business days.

 

Non-Returnable Items

Items damaged due to misuse, modification, or natural disasters.

Worn, washed, or incomplete items (e.g., missing tags or labels).

Free gifts, customized products, and promotional items.

 

If you have any further questions, please contact us at service@diysquishy.com.