Refund policy

Refund Policy

Last updated: July 2026

At Squishy Society, customer satisfaction is important to us. As our products are handmade sensory items, please read this policy carefully before placing your order.

By purchasing from Squishy Society, you agree to the terms outlined below.

Change of Mind

We do not offer refunds, returns or exchanges for change of mind.

This includes (but is not limited to):

Ordering the wrong item.
Choosing the wrong colour, style or design.
Purchasing duplicate items.
Deciding you no longer want the product.
Incorrectly reading the product description before purchasing.
Not liking the texture, firmness or feel of the product.

Please ensure you are happy with your purchase before completing checkout.

Damaged or Faulty Products

If your order arrives damaged, faulty or incorrect, we'll happily work with you to resolve the issue.

To be eligible, you must:

Contact us within 24 hours of your parcel being marked as delivered.
Provide your order number.
Include clear photos and/or videos showing the issue.
Email squishysociety@outlook.com.

Claims submitted outside this timeframe may not be eligible.

Squishies Damaged After Use

Our squishies are soft sensory products designed to be squeezed, stretched and played with.

Because they are repeatedly handled, natural wear and tear can occur over time.

If your squishy becomes damaged after use, please contact us with photos or videos. We assess every situation individually and, at our discretion, may offer a replacement or store credit where appropriate.

Handmade Products

Every Squishy Society product is handmade.

Because of this, slight differences between products are completely normal.

This includes:

Colour variations
Shape variations
Texture variations
Filling variations
Small air bubbles
Slight differences in firmness
Minor cosmetic imperfections

These are not considered faults.

Cold Weather

Some products may temporarily become firm during shipping or storage in cold weather.

This is completely normal and does not indicate a faulty product.

Simply allow the squishy to return to room temperature naturally before use.

Please do not microwave, boil or heat your squishy.

What Isn't Covered

Unfortunately, we cannot provide refunds, replacements or store credit for:

General wear and tear.
Damage caused by misuse.
Damage caused by excessive squeezing, stretching or pulling.
Damage caused by puncturing, cutting or tearing.
Damage caused by sharp objects.
Damage caused by microwaving, boiling, heating or freezing.
Damage caused by pets.
Damage caused by improper storage.
Cosmetic imperfections that do not affect the product's functionality.
Products that have been modified or altered after delivery.
Products used contrary to the care or safety instructions.

Incorrect Orders

If you receive an incorrect item, please contact us within 10 days of delivery.

Please include:

Your order number.
Clear photos of everything received.

We'll organise a replacement or another suitable resolution as quickly as possible.

Missing Items

If you believe an item is missing from your order, please contact us within 10 days of delivery.

Please include:

Your order number.
A photo of everything you received.

We'll investigate the issue and resolve it if an error has occurred.

Lost Parcels

Once your parcel has been handed to the shipping carrier, delivery is outside of our direct control.

If your parcel appears to be lost, we'll happily assist you in opening an investigation with the carrier.

Refund Processing

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

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

Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

If your product experiences a major failure or does not meet the consumer guarantees provided under Australian Consumer Law, you may be entitled to a repair, replacement or refund.