Refund & Return Policy
Last updated: September 10, 2026
Handmade squishies are delicate items, so looking after them and keeping them unused while considering a return matters. This policy explains how to request a return, report an arrival issue and check a refund for an order placed with HushSquish.
Handmade variations
Our squishies are handmade in small batches. Slight differences in color, filling and decoration placement are natural and are not defects. Lighting and screen settings can also make colors look a little different in person.
If you are unsure whether what you received is a normal variation or an issue, send us a clear photo and describe your concern. Please check the product listing for the design, selected option and pack contents when comparing your order.
Damaged, leaking or incorrect items
If an item arrives damaged or leaking, contact [email protected] within 72 hours of delivery. Include your order number and clear photos or an unboxing video showing the issue. We will arrange a replacement or refund for the affected item.
If we sent the wrong item, email us with your order number and details of what you received so we can help resolve it. Keep the item and packaging while we review the problem, and contact us before sending anything back.
Return window and condition
To return an unused item, send your request within 7 days of delivery. The item must be unused and in its original packaging. Please provide your order number or proof of purchase so we can identify the order.
This window starts on the delivery date. If you are deciding whether to keep an item, leave its product packaging unopened and avoid testing or squeezing it.
Opened or used items
We cannot accept returns of items that have been opened, squeezed or used, or items damaged through hard pulling, sharp objects, improper handling or failure to follow their care instructions. Wear that appears through use is different from damage that was already present when your parcel arrived.
These conditions for used items do not prevent you from reporting an arrival issue. If your order arrives damaged, leaking or incorrect, follow the steps above so we can review what happened.
How we handle your request
When you contact us we first work out whether the problem came from our side or is a change of mind. The two paths differ.
If the problem is ours — the item arrived damaged or leaking, it does not match what you ordered, or it is materially different from its product page — you choose a replacement or a refund. We may ask for your order number and clear photos of the item and the packaging. In many cases we will not ask you to send the item back, and we will tell you before you do anything.
If it is a change of mind, the unused-item conditions above apply and you pay the return shipping. We do not charge a restocking fee.
How to arrange your return
Email us with your order number, the item you wish to return and a brief explanation. Using the email address from checkout helps us find the correct order. For an arrival-damage claim, include the photos or video described above.
Please wait for our reply before mailing anything. We will confirm that the return is approved and give you the return address at that point. Items mailed back without that confirmation may be delayed or go to the wrong place, and we cannot guarantee they will be processed. Keeping your return shipping receipt and tracking number will help if you need to follow up.
Return shipping costs
You pay the return shipping cost unless the item arrived damaged or we sent the wrong item. If either of those happened, contact us first so we can help arrange the next step.
Refund timing
After your return reaches us, we inspect it and let you know the outcome. Approved refunds are sent to the payment method used for the order within 10 business days of approval. Your payment provider may need additional time to show the credit.
If you still cannot see your refund 15 business days after approval, email us with your order number so we can help check it.
Choosing a different item
If you would prefer another design, contact us about returning the unused item first. Once that return is approved, you can place a separate order for your new choice. For an arrival-damage issue, we will help arrange a replacement or refund as described above.
Canceling an order
Orders can be canceled before dispatch. Email us as soon as possible and clearly state that you would like to cancel. Once an order has shipped, the return conditions above apply.
Questions about your order? Contact [email protected] or visit Contact Us. For delivery and tracking information, see our Shipping Policy.
