Refunds & Returns

For eligible online purchases, you have 14 days from receiving your order to request a return.

For a standard change-of-mind return, the item must be:

• Unused and in its original condition
• Returned with its original packaging and tags where applicable
• Accompanied by proof of purchase
• Returned within the applicable return period
• In a condition that allows us to safely and hygienically resell the product

Some products may have additional hygiene or safety restrictions, explained below.

We understand that sometimes you may order something and simply decide it isn't quite right for you.

For eligible online purchases, you can request to cancel your order within the applicable 14-day cancellation period after receiving your goods.

Once you have contacted us and your return has been approved, we will provide the appropriate returns instructions.

Please remember:

• Items should be returned promptly after cancellation.
• Products should be unused and handled with reasonable care.
• Products should be returned in their original packaging where reasonably possible.
• You are responsible for the cost of returning an item where the return is due to a change of mind, unless otherwise required by law.
• We may make a deduction where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, where permitted by law.

Where a refund is due under your statutory cancellation rights, refunds will be processed in accordance with applicable UK consumer law.

To start a return, email:

support@fidgetsensorysquad.co.uk

Please include:

• 1. Your order number
• 2. The item(s) you wish to return
• 3. The reason for your return
• 4. Any relevant photographs or videos, where applicable

Once we've reviewed your request, we'll provide you with the relevant return instructions.

Returns sent to us without prior contact may be delayed or may not be processed correctly.

We take great care when picking and packing your orders. If we've sent you the wrong item, or your order arrives damaged or faulty, please contact us as soon as possible.

We ask customers to report delivery damage, faults or incorrect items within 24 hours of delivery wherever possible, as this allows us to investigate courier and packaging issues quickly.

To help us investigate your claim, please provide:

• Your order number
• Clear photographs of the item
• Clear photographs of the packaging where relevant
• A clear video showing the fault or issue where appropriate

Due to the increasing use of AI-generated images and fraudulent claims, we may require video evidence for damage, fault or replacement claims where appropriate.

This helps us fairly assess genuine issues and protect our customers and small business from fraudulent claims.

Many of the products we sell are sensory items that are designed to be handled, squeezed, stretched or played with.

For hygiene and safety reasons, products that have been opened, used or handled beyond what is reasonably necessary to inspect them may not be eligible for a change-of-mind return where a hygiene exemption applies or where the item can no longer be safely resold.

This can include products where:

• Protective or hygiene packaging has been opened
• Tags or seals have been removed
• The product has been used
• The product has been contaminated or soiled
• The product cannot reasonably be resold as new

This does not affect your statutory rights where a product is faulty, not as described or otherwise does not meet the requirements of UK consumer law.

If you're unsure whether an item can be returned, please contact us before sending it back.

Our products are designed to be enjoyed, but sensory toys can be delicate and should always be used in accordance with their care instructions.

We cannot normally provide a refund or replacement for damage caused by use, misuse, rough handling or failure to follow the product's care instructions where the damage is not due to an inherent fault.

Examples may include:

• Popped or burst squishies
• Splits or tears caused by use
• Damage caused by overstretching
• Breakages caused by rough handling
• Damage caused by misuse
• Damage caused by inappropriate storage or care
• General wear and tear

Every online and in-store purchase includes appropriate care information where applicable.

Nothing in this section affects your statutory rights in relation to goods that were faulty at the time of delivery or otherwise fail to meet applicable legal requirements.

Once an order has been dispatched, we rely on the delivery information provided by the customer at checkout.

If you provide an incorrect, incomplete or invalid delivery address, this may prevent the courier from successfully delivering your parcel.

If a parcel is returned, lost or undeliverable because the delivery address provided by the customer was incorrect or invalid, we will investigate the matter with the relevant delivery provider.

Where we submit a claim to the delivery provider and that claim is unsuccessful specifically because the customer provided an incorrect, incomplete or invalid delivery address, we will be unable to offer a refund for the lost parcel where the loss has resulted from the customer's error.

In these circumstances, we may also be unable to recover the parcel or its contents from the delivery provider.

Before placing your order:

• Check your house number
• Check your street
• Check your town/city
• Check your postcode
• Check any flat or unit information

We strongly recommend checking your order confirmation immediately after purchase. If you notice an error, contact us as soon as possible before your order is dispatched.

We will always do what we reasonably can to help where an address error is identified before dispatch.

Change-of-mind returns

The customer is responsible for the cost of returning the item.

We recommend using a tracked postal service and keeping your proof of postage until your return has been processed.

Faulty, damaged or incorrect items

Where we have made an error or the item is confirmed to be faulty or damaged, please contact us before returning the item so we can provide the appropriate instructions.

Where we are legally responsible for the return costs, we will arrange this accordingly.

Once your return has been received and inspected, we will confirm whether the return meets the applicable requirements.

Where a refund is due, it will normally be issued to the original payment method, unless another method has been agreed or applicable law requires otherwise.

Refund processing times can vary depending on your payment provider or bank.

Please allow time for the payment provider to process the refund after we have issued it.

Please note:

A refund cannot normally be issued for items that have been returned in a condition that does not meet the applicable return requirements, subject always to your statutory rights.

If you purchased an item directly from our Launceston store, please bring the item back with your proof of purchase.

We provide customers with an email receipt or text receipt at the time of purchase.

Having your receipt allows us to locate your transaction and process your request correctly.

For in-store purchases, please contact us or visit the store with your proof of purchase if you believe an item is faulty or there is an issue with your purchase.

Sale items and promotional purchases remain subject to the same applicable consumer rights as other purchases.

Where a promotional offer included a free gift, discount or other promotional benefit, the treatment of that benefit following a return may depend on the terms of the promotion and the circumstances of the return.

If you are unsure how returning an item could affect a promotional offer, please contact us before returning it.

• An item has been damaged through misuse or rough handling after delivery
• An item has been overstretched or otherwise damaged through use
• A product has been used or opened where a valid hygiene restriction applies
• A return falls outside the applicable return/cancellation period, unless otherwise required by law
• The customer provided an incorrect delivery address and a delivery claim is unsuccessful because of that customer error
• A returned product is materially different from the item originally purchased
• A promotional return does not meet the applicable terms of the promotion

To help us resolve your issue as quickly as possible, please have the following ready:

• Order number
• Name used on the order
• Email address used at checkout
• Photos/videos where relevant

This allows us to investigate your request quickly and avoid unnecessary delays.