Refund policy

At Squishix, we are committed to providing excellent customer service and satisfaction. Please review the following Refund, Resend, and Returns Policy for more information on how we handle your orders.

⚠️ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

 

✅ What Qualifies for Refund, Resend, or Return

We will process a refund, resend, or return in the following cases:

1. Order Delays

Orders that are lacking tracking information or are pending for over 60 days after departure. Specific timelines may apply depending on the country and shipping method:

  • USA: 45 days after departure.

  • Brazil: 110 days after departure due to customs delays.

  • Other Shipping Methods: 100 days for orders shipped via certain lines.

Important Notes: Orders may be delayed if they are waiting for collection at the local post office or due to address issues. Please check with your local post office if necessary.

2. Orders Not Received

  • If tracking information shows that the order has been delivered, no refund or resend will be provided.

  • If the customer has not received the order, a non-delivery certificate from the local post office is required.

Tracking Information Alert: In cases where tracking shows issues such as incorrect address, customs problems, or unclaimed delivery, please contact the local post office for clarification.

3. Damaged Products

  • Full refund or replacement if products are badly damaged upon arrival.

  • Partial refund or replacement for products with minor damage (e.g., slight wrinkles or small scratches).

Important Notes:

  • For fragile items, we highly recommend requesting a refund rather than a resend.

  • For cosmetic damage to packaging, refunds are not possible due to long-distance international shipping.

  • Claims for electronics must be made within 30 days of delivery.

4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items.

  • Refund or resend for incorrect sizes or colors that do not affect the functionality of the product.

  • Partial refund or resend for missing parts that do not affect functionality; full resend if the missing parts affect functionality.

Important Notes: For size issues, please provide a photo of the item with accurate measurements to help us resolve the dispute quickly.

5. Order Cancellations

  • A full refund can be processed if the order is canceled before the products are processed or shipped.

  • Orders for customized items or pre-orders cannot be canceled once payment has been processed.

📩 How to Submit a Dispute

To help us resolve any issues quickly, please include the following when submitting a dispute:

  • Photos or videos of any damaged products.

  • Screenshots of customer complaints, including name, date, and content (e.g., email, dispute history).

  • Return the product to our warehouse if explicitly requested.

⚠️ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays or losses caused by events beyond our control, such as:

  • Natural disasters (earthquakes, floods, storms, heavy snow)

  • Epidemics or pandemic situations

  • International conflicts, strikes, war, or political unrest

  • Customs inspection delays or issues

3. Shipping Method Restrictions

Disputes may not be processed for certain shipping methods that do not include end-to-end tracking.

4. Delivery Location Restrictions

We may not be able to process disputes for undelivered orders to certain countries. These regions may have different delivery times or restrictions.

5. Returns

  • Returns must be authorized in advance. Unauthorized returns will not be processed or refunded.

  • Returns are accepted only to designated warehouses in specific locations.

  • We do not recommend returning products due to high international shipping costs and the risk of loss or damage during return transit.

  • If you decide to proceed with an approved return, please send the products back within 30 days of receiving your order.

6. Service-Based Products

For service products (such as custom services, digital modifications, packaging, photography, etc.), please note:

  • Services are non-refundable once fulfilled.

  • Damaged or delayed service-related products may not qualify for a refund.

  • Quality claims for service products will not be accepted if the service was provided by a third-party supplier or did not undergo our formal quality inspection process.

7. Unacceptable Disputes

Disputes will not be accepted for:

  • Buyer’s change of mind or simply not liking the product.

  • Claims that descriptions are inaccurate when the items match our listed parameters.

  • Unusual product odors (unless it significantly affects product quality).

  • Buyer ordering the wrong items, quantities, or SKU.

  • Shipping addresses incorrectly provided by the customer at checkout.

  • Product differences that were previously discussed and agreed upon.

  • Tracking information deleted or modified by the logistics company or local post office.

  • Packages returned, discarded, or detained due to customs clearance failure caused by the consignee.

🔍 Important Legal Interpretation

1. Deadline for Opening Dispute

  • A dispute cannot be opened once the order status is marked as "closed."

  • A dispute cannot be resolved if tracking information from a third-party logistics provider is untraceable.

2. Shipping Method Limits

Certain shipping methods are not trackable once the package arrives in specific countries, states, or cities. Squishix will inform you in advance about shipping methods that may not offer tracking for some destinations.

We will not accept disputes for orders shipped using the following methods when sent to untraceable countries or regions:

  • PostNL / Electric PostNL

  • CJPacket EUB

  • CJPacket Postal Route

  • CJPacket Railway Economy

Important Note: Remote or hard-to-reach locations may incur additional shipping fees.

3. Destination Limits

Due to limited international transportation options, Squishix will not accept disputes for orders shipped to specific excluded regions with unviable tracking routes. (Full restricted country list is available upon request).

📞 Need Help?

If you're unsure whether your order qualifies for a refund or resend, please contact our customer service team at support@squishix.shop before opening a formal dispute.