Refund policy

Returns, Cancellations & Refunds
We hope you love your Squishverse order. If something isn't right, please contact us and we'll help.
Changing your mind
If you are a UK consumer buying online, you will normally have the legal right to cancel an eligible order within 14 days after the day you receive the goods.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
To cancel an eligible order, contact Squishverse within the applicable cancellation period. We will provide you with the appropriate return instructions.
Please contact us before returning anything
Some products may be dispatched by different fulfilment partners. For this reason, please do not send a return to the address shown on a parcel or directly to a supplier unless Squishverse has instructed you to do so.
Contact us first and we will provide the correct return instructions and, where applicable, the correct return address.
Condition of returned products
You may inspect a product as you reasonably would in a shop. You are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and functioning.
Return postage
For a change-of-mind return, you may be responsible for the direct cost of returning the product unless we tell you otherwise.
If an item is faulty, damaged, incorrect or not as described, your statutory rights apply and we will provide the appropriate remedy and return instructions.
Damaged, faulty or incorrect products
If your product arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as reasonably possible.
We may ask you to provide photographs or other information so that we can investigate the problem.
Depending on the circumstances and your legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.
Exceptions
Some products may be excluded from the normal change-of-mind cancellation right where permitted by law. Examples can include products made to your specifications or clearly personalised, and certain sealed products that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken.
Any such exception does not remove your rights where a product is faulty, damaged or not as described.
Refunds
When a refund is due, it will normally be made to the original payment method.
For a valid cancellation of an entire eligible order, any refund due will include the standard outbound delivery charge where required by law. Additional amounts paid for an enhanced or premium delivery service may not be refundable beyond the cost of standard delivery.
We may be entitled to wait until we receive the returned goods, or until you provide evidence that you have sent them back, before issuing certain change-of-mind refunds.
Your bank or payment provider may require additional processing time after a refund has been issued.
Third-party fulfilment
A supplier or fulfilment partner may physically dispatch or receive a product on our behalf, but your purchase is with Squishverse. Please contact us rather than attempting to resolve a return or refund directly with the underlying supplier.
Nothing in this policy affects your statutory consumer rights.
Last updated: 7 October 2026