Refund policy

1. Your right to cancel

For most online purchases, UK consumers can tell us they wish to cancel within 14 days after receiving the goods, without giving a reason. After telling us, you normally have a further 14 days to return them. To make returns simpler, we accept eligible return requests within 30 days of delivery. This additional policy does not replace or reduce your statutory rights.

2. Starting a return

Email contact@mysquishyshop.co.uk before returning anything. Include your order number, the item, the reason for the request and photographs where relevant. We will provide the correct return instructions and address. Do not send returns to our Companies House registered office unless we expressly tell you to.

3. Return condition

You may inspect goods as you reasonably would in a shop. Please return them with included accessories and packaging where possible. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item. This does not apply where goods are faulty.

4. Blind boxes and random designs

The random design is an advertised feature of a blind box. Receiving a design different from the one hoped for is not by itself a fault. However, your statutory cancellation rights still apply unless a specific legal exception applies, and faulty, damaged or misdescribed items remain protected.

5. Return postage

For a change-of-mind cancellation, you are normally responsible for the direct cost of returning the goods unless we agree otherwise. Use a suitable tracked service and keep proof of postage. If goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs or arrange another appropriate solution.

6. Refund timing and method

Approved refunds are made to the original payment method. For a statutory cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that they were sent, whichever is earlier. We may withhold the refund until then. Banks and payment providers can take additional time to display it.

7. Delivery charges

Standard UK delivery is free. If you paid for an upgraded service and cancel the whole order, any statutory delivery refund is limited to the cost of the least expensive standard service we offered.

8. Faulty, damaged or incorrect goods

Contact us promptly with photographs of the item, packaging and shipping label. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, remedies may include a refund, repair or replacement. Accidental damage, misuse, excessive stretching, cutting, heat exposure or failure to follow warnings is not a manufacturing fault.

9. Non-returnable items

Legal exceptions may apply to personalised goods and sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed. We will not apply an exception more broadly than the law allows. Gift cards are subject to their stated terms. Faulty-goods rights still apply.

10. Cancellations before dispatch

Contact us as soon as possible. If fulfilment has not started, we will try to cancel and refund the order. If it has already shipped, follow the return process above.