Refund policy

RETURN AND REFUND POLICY

Last updated: September 30, 2026

At Squishy Melt, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may request a return or exchange in accordance with the terms below.

This policy applies to customers in the United Kingdom and does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. 30-DAY RETURN WINDOW

You have 30 days from the delivery of the last item in your order to request a return.

To be eligible for a return under this 30-day policy, the product must:

- Be unused and unopened
- Be in its original packaging
- Be in the same condition as when you received it
- Include all original packaging and accessories, where applicable

Returns that do not meet these conditions may not be accepted. However, during the first 14 days after delivery, your statutory right to cancel also applies, as described in Section 9.

2. HOW TO REQUEST A RETURN

To request a return, please visit the Contact Us page on squishymelt.com and submit a return request.

Please include your order number and explain that you would like to return or exchange your item.

If your return is approved, we will provide you with the return instructions and the appropriate return address. Please do not send a product back before contacting us and receiving the return address from our team.

3. RETURN SHIPPING

Return shipping is free.

Once your return has been approved, we will provide you with the necessary instructions for returning the product.

4. DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged or defective, please contact us as soon as possible through our Contact Us page.

To process a damaged or defective product claim, photos of the product and the damage are required. We may also request additional information or photographs if necessary.

If your claim is approved, you may choose between:

- A full refund of the product price, or
- A replacement product

You will not be charged return shipping for an approved damaged or defective product claim.

Under the Consumer Rights Act 2015, you have the right to reject faulty goods and receive a full refund within 30 days of delivery. After 30 days, you remain entitled to a repair or replacement, and if this is not possible or is unsuccessful, a refund.

5. REFUNDS

Once your return has been received and approved, we will process your refund immediately, and in any event within 14 days of receiving the returned product.

The refund will be issued to the original payment method used for the purchase, in the currency in which you paid.

Although we process the refund immediately, the time it takes for the money to appear in your account depends on your bank, card issuer, payment provider, or other payment method.

The amount refunded depends on when and why the product is returned:

- Within the first 14 days after delivery: the product price and the standard delivery charge you paid. If you chose a more expensive delivery option than our standard delivery, we will only refund the cost of standard delivery
- From day 15 to day 30 after delivery: the product price only. Original shipping charges are not included
- Faulty, damaged, or incorrect products: the full amount you paid, including the original delivery charge

6. EXCHANGES

We offer exchanges for eligible products.

If you would like to exchange an item for another product, please contact us through our Contact Us page.

Exchanges are subject to the products available in our online store at the time the exchange is processed. If the replacement product has a different price, the difference may need to be paid or refunded accordingly.

The product being returned for an exchange must meet the same return conditions described in this policy.

7. ORDER CANCELLATIONS

You may request to cancel your order at any time before the order has been fulfilled.

To request a cancellation, contact us through our Contact Us page as soon as possible.

Once an order has been fulfilled, it can no longer be cancelled under our cancellation procedure. However, you may still cancel under your statutory right to cancel within 14 days of delivery (see Section 9), or request a return within 30 days of delivery in accordance with this Return and Refund Policy.

8. PRODUCTS THAT CANNOT BE RETURNED

From day 15 to day 30 after delivery, products that have been used, opened, damaged after delivery, or returned without their original packaging are not eligible for a return.

This does not affect your statutory right to cancel within the first 14 days (see Section 9), or your rights regarding products that are faulty, damaged on arrival, not as described, or not fit for purpose.

9. YOUR UK CONSUMER RIGHTS

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded.

Our 30-day return window is more generous than the minimum required by UK law. Within those 30 days, the first 14 days are also covered by your statutory right to cancel, which gives you some additional protections.

Statutory right to cancel (first 14 days):
Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days from the day after you receive the goods, without giving any reason. During this period:

- You may return a product even if it has been opened, provided it has only been handled as you would in a shop to examine it. If the product has been handled beyond this, we may reduce your refund to reflect any loss in value
- We will refund the product price and the standard delivery charge you paid

To cancel, let us know through our Contact Us page and return the goods within 14 days of telling us you wish to cancel.

Extended return period (days 15 to 30):
After the first 14 days and up to 30 days from delivery, you may still return products under our 30-day return policy, provided they meet the conditions in Section 1 (unused, unopened, and in original packaging). Refunds during this period cover the product price only.

Faulty goods:
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a remedy as described in Section 4.

For more information about your consumer rights, visit Citizens Advice at www.citizensadvice.org.uk.

Where UK consumer law provides rights or remedies that differ from this policy, those statutory rights will apply.

10. CONTACT US

If you have any questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact us through the Contact Us page on squishymelt.com.

Please do not send returns to the business registration address unless our team specifically instructs you to do so. The return address will be provided as part of the return process.

Squishy Melt is operated by Gummyment, MB, company code 307484838, registered at J. Savickio g. 4-7, LT-01108 Vilnius, Lithuania.