Refund policy
Returns and refunds
Updated 25 October 2026. The following return principles apply to released squishy products, subject to mandatory consumer rights. Earlier purchases retain their original terms.
Damaged, faulty or incorrect items
Contact us through our contact page or WhatsApp on +27 78 106 4098 with your order number and a description of the issue. Photos or a short video can help. Please report arrival problems within 14 days where possible; this request does not shorten a statutory claim period. We will investigate damage, faults, incorrect items, items not as described and personalization errors we made, and provide the remedy required by applicable law. Where the issue is ours, we cover a necessary return and refund the relevant original delivery charge when a refund is due.
Changing your mind and checking product details
We do not offer additional discretionary change-of-mind or incorrect-size exchanges. Please check the exact design, contents and dimensions shown for the released product before purchase. This does not remove a cancellation, cooling-off, return or refund right provided by law. Where South Africa’s electronic transaction cooling-off right applies, standard goods may be cancelled within seven days of receipt, with the direct return cost payable by the customer. Exceptions can apply to goods made to a customer's specifications, including personalized items.
Product condition and use
Normal wear, cutting, chewing and misuse are not manufacturing faults. Minor screen colour differences do not excuse a materially incorrect item. Earlier personalized purchases remain covered for faults, misdescription and errors we made under their original terms.
Cancellations, missing parcels and returns
Contact us promptly to request an order change or cancellation. We will check whether preparation has started and explain the options, subject to mandatory rights. Contact us if a parcel is late or missing; we will investigate and arrange an appropriate remedy. Please obtain return instructions before sending an item so it reaches the correct address. Mandatory rights take priority over our administrative process. Customs charges, address errors and refused parcels are reviewed individually under applicable law; no blanket forfeiture of a lawful refund applies.
Refund method
Approved refunds return to the original payment method; bank processing can take several business days. Please contact us first if something is wrong so we can help. You retain your right to contact your bank.
Earlier orders
Earlier purchases keep their original terms: unused items in original packaging can be returned within seven days of delivery with customer-paid return shipping; report faults or misdescription within 30 days where possible for a replacement or refund; contact us about parcels still missing 30 business days after dispatch. These reporting requests do not shorten statutory rights.