Refund Policy

1. When We Issue Refunds

We will issue a full refund or replacement if:

• Your product arrived physically damaged (rips, stains, structural defects);
• You received the wrong item (different product, color, or size than ordered);
• Your order was lost in transit (carrier confirms loss);
• We cancelled your order before shipping.

2. When We Don't Issue Refunds

We do not accept returns or issue refunds for:

• Change of mind (color, style, "doesn't match my room", etc.);
• Minor variations in color, texture, or size due to handmade nature or batch differences;
• Products that have been used, washed, or removed from their original packaging (except in cases of confirmed damage);
• Damage caused by improper use (e.g., washed in hot water when label says cold; pet damage; exposure to extreme heat);
• Claims made more than 30 days after delivery;
• Items marked as "Final Sale" at the time of purchase.

3. How to Request a Refund

If your item qualifies under section 1 above, please follow these steps within 30 days of delivery:

1. Take clear photos of the issue — the damage, the wrong item, or the package condition. Photos within 48 hours of delivery are strongly preferred.
2. Email us at orders@squishyville.com with:
   • Your order number (e.g., SQ123456)
   • The email used to place the order
   • A short description of the issue
   • The photos you took
3. Wait for our response within 2 business days. We'll confirm whether the claim qualifies and provide next steps.
4. If approved: We'll either refund you immediately or ship a replacement — your choice.

4. Return Shipping

For damaged or wrong items

If we accept your claim, in most cases we do not require you to ship the item back — your photos are sufficient evidence. If we do request a return:

• We pay return shipping by providing a prepaid label;
• You ship within 14 days of receiving the label;
• Refunds are issued within 5 business days after we receive the item.

For other approved returns (rare)

If a return is approved for any reason not covered above (at our sole discretion), you are responsible for return shipping costs and the item must arrive in resalable condition (original packaging, unused).

5. How Refunds Are Issued

• Refunds are processed to your original payment method (the card you paid with);
• You will receive a refund confirmation email when processed;
• Funds typically appear in your account within 5–10 business days (timing varies by bank);
• If your card has expired or been replaced since purchase, contact us — refunds can usually still be processed by Stripe to the new card on file.

6. Order Cancellations

Orders can be cancelled only if they have not yet been shipped. To request cancellation:

1. Email orders@squishyville.com immediately with your order number.
2. If we receive your request before the order ships, we'll cancel and refund in full.
3. If the order has already shipped, the cancellation request becomes a refund request (subject to this Policy's terms above).

7. Replacements vs. Refunds

For damaged or wrong items, we typically offer you a choice:

• Full refund — money back to your original payment method, no further obligation;
• Replacement — we ship a new item at no extra cost. If the item is out of stock, we'll offer either a refund or store credit.

8. Chargebacks & Disputes

Before filing a chargeback with your bank, please contact us first — most issues can be resolved within 24 hours. Unwarranted chargebacks (e.g., for delivered items the buyer simply changed their mind about) waste resources for both of us and may result in account suspension and exclusion from future orders.

We respond to all chargeback claims with documentation, including delivery confirmation, our terms of service, and order communication history.

9. Special Circumstances

Holiday returns

Orders placed in November–December follow the same 30-day window starting from the delivery date.

Gift purchases

If you received a Squishyville item as a gift and it qualifies for return under section 1, the original purchaser must initiate the refund request (or authorize you in writing) — we issue refunds only to the original payment method.

Address errors

If a package is returned to us because of an incomplete or incorrect shipping address you provided, we'll contact you. You may either:

• Pay re-shipping costs to receive the package, or
• Receive a refund minus the original shipping cost and a 10% restocking fee.

10. Contact