Refund policy

Refund Policy

Last Updated: July 24, 2026

At Momo Squishy, we want you to love your purchase. If, for any reason, you are not satisfied, we offer a simple and straightforward return process.

Order Cancellations

You may request to cancel your order within 24 hours of placing it by contacting us at support@momosquishy.com. Please include your order number in your message.

After this period, we cannot guarantee cancellation because your order may already be processing. Once your order has been dispatched, cancellation is no longer possible.

If your order has already shipped, you may request a return after delivery in accordance with this Refund Policy.

30-Day Easy Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

Unused and unopened
In its original condition
Returned with its original packaging, tags, accessories, and included materials
Free from damage, stains, odors, or signs of use

Our customer support team will assist you throughout the return process.

Restocking Fee: $0. We do not charge restocking fees.

Return Policy Overview

Return Window: 30 days from the date you receive your order

Item Condition: Items must be unused, unopened, and in their original condition with all packaging, tags, accessories, and included materials

Return Authorization: All returns must be approved by our customer support team before being shipped

Restocking Fee: None

Return Costs

Defective, Damaged, or Incorrect Products

Momo Squishy will cover the return or replacement cost if the product:

Is different from the product ordered
Arrives damaged
Is defective
Is missing items or components included with the order

Please contact us within 7 days of delivery and provide your order number, a description of the issue, and clear photographs or videos showing the product and packaging.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution.

Customer Remorse or Change of Mind

The customer is responsible for the actual return shipping cost when:

The wrong item was ordered
The customer changes their mind
The item is no longer wanted
The customer no longer needs the product
The customer selected the wrong product, color, size, or variation

Original shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect.

How to Return an Item

1. Contact Us

Email support@momosquishy.com with:

Your full name
Your order number
The item you wish to return
The reason for the return
Photographs or videos, when applicable

2. Wait for Return Authorization

Our customer support team will review your request and send you return instructions if your return is approved.

Do not send a return without contacting us first. Unauthorized returns may not be accepted or refunded.

3. Pack Your Item

Repack the item securely in its original packaging, including all accessories, tags, instructions, and included materials.

4. Send It Back

Ship the item using the return address and instructions provided in your return authorization email.

We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed.

Refund Process

Inspection

Once we receive your return, we will inspect the item to confirm that it meets our return eligibility requirements.

Approval

We will notify you by email after your return has been inspected and let you know whether the refund has been approved.

Refund Timing

Once approved, the refund will be issued to your original payment method within 7 business days.

Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Exchanges

We accept exchanges for eligible products.

To request an exchange for a different product, color, size, or variation, contact us at support@momosquishy.com.

Exchanges are subject to product availability. When the requested replacement is unavailable, we may offer a refund or store credit instead.

For exchanges requested because of customer preference, the customer may be responsible for return shipping and any price difference.

Order Not Delivered

If your order has not arrived within the estimated delivery window shown in our Shipping Policy, contact us at support@momosquishy.com with your order number.

We will investigate the shipment with the carrier.

If the package is confirmed lost, we will offer one of the following at no additional cost:

A replacement shipment
A full refund to the original payment method

Packages marked as delivered by the carrier may require additional investigation. Customers should also check with household members, neighbors, building staff, and the local carrier before submitting a claim.

Non-Returnable Items

For hygiene and safety reasons, the following items may not be eligible for return:

Squishy toys that have been opened, used, squeezed, stretched, or handled
Items showing signs of wear, damage, stains, odors, or contamination
Items returned without their original packaging
Personalized or customized products
Gift cards
Clearance or final-sale products clearly marked as non-returnable
Items returned more than 30 days after delivery

Products that are non-returnable will be clearly identified on the relevant product page whenever applicable.

This restriction does not affect your rights when an item arrives damaged, defective, or incorrect.

Refused or Undeliverable Packages

If a package is returned to us because:

The address provided was incorrect or incomplete
Delivery was refused
The package was not collected
The carrier could not complete delivery due to customer-related circumstances

Any reshipping cost may be charged to the customer. If a refund is approved, the original shipping cost and any return-to-sender fees may be deducted from the refund.