Returns & refunds

We want your new cuddle companion to feel right at home. If something is not right, email info@squishycubs.com with your order number and we will help.

30 days to request a return

You may request a change-of-mind return within 30 days after delivery. Under our voluntary 30-day policy, items must be unused, clean and in their original condition, with any tags and packaging retained where possible. Return requests made under statutory rights are governed by those rights instead.

How to return an item

1. Email us with your order number and the item you wish to return.
2. We will provide the correct return address and instructions. Return destinations can vary, so please contact us before posting an item. Do not send returns to the address printed on the parcel unless we have confirmed it.
3. Pack the item securely and retain proof of postage. A tracked service is recommended.

For change-of-mind returns, you pay the direct cost of return postage. We do not charge a restocking fee. We will confirm the applicable return destination before you send your parcel; please contact us for return arrangements in the Netherlands. Your statutory rights are unaffected.

Damaged, defective or incorrect items

Please contact us promptly with your order number and, where possible, clear photos of the issue and packaging. We will investigate and arrange an appropriate remedy, such as replacement, repair or refund, as required by applicable law. Where a return is necessary because the item is defective or incorrect, we cover the reasonable return costs. You do not need to pay to correct our mistake. These claims are not limited by our voluntary 30-day return window.

Refunds

Approved refunds are issued to the original payment method. For voluntary returns, we aim to process your refund within 5–7 business days after receiving and inspecting the returned item. Your payment provider may need additional time to post the credit. Refunds are issued in the currency of the original transaction; any separate conversion charges from your bank are governed by your bank's terms.

EU / EEA right of withdrawal

If applicable consumer law gives you a right of withdrawal, you may notify us of withdrawal within 14 days after you, or a person nominated by you other than the carrier, receives the goods. For one order delivered separately, the period generally begins when the last item is received. An email with a clear statement of your decision is sufficient. You then have 14 days after notifying us to send the goods back.

You may inspect the goods as you would in a shop. You are responsible only for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is not a condition of exercising this statutory right.

For a statutory withdrawal, we refund the payments received, including the cost of our least expensive standard outward delivery, within 14 days after being informed of your decision. We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever is earlier. Extra charges for a more expensive delivery option chosen by you are not reimbursed. You pay direct return postage unless the goods are faulty or we have agreed otherwise.

Cancellations & other rights

Contact us promptly if you wish to cancel before dispatch. We will try to stop preparation; if the parcel has already been sent, we will explain the return or withdrawal process. This policy does not limit legal guarantees or other mandatory consumer rights in your country.

Contact: info@squishycubs.com

Withdraw from your purchase

Cancel your order online or email us. You can copy this model withdrawal notice: “To SquishyCubs, info@squishycubs.com: I hereby give notice that I withdraw from my contract for the following goods: [items]. Ordered on / received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].” A signature is required only for a paper notice.

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