Refunds & Returns Policy

Online Returns Eligibility

We offer a 14-day return period from the date your order is received.

To be eligible for a return, your item must:

• Be unused and in the same condition as received.
• Include all original packaging and tags.
• Be accompanied by proof of purchase.
• Be returned within 14 days of delivery.

How To Request A Return

Before returning any item, please contact us at:

support@fidgetsensorysquad.co.uk

Once your return request has been approved, we'll provide our returns address along with instructions for returning your order.

In-Store Purchases

If you purchased your item in-store, please return with your proof of purchase.

At the time of purchase we offer either an email receipt or a text receipt.

All in-store returns remain subject to this Returns Policy, including our hygiene and safety exclusions.

Damaged, Incorrect or Faulty Items

Please inspect your order immediately upon arrival.

If your order arrives damaged, faulty or incorrect, you must contact us within 24 hours of receiving your order.

Claims reported after this timeframe may not be accepted.

To process your claim, we require:

• Clear video evidence of the issue.
• Photos or video of the packaging where applicable.
• Your order number.

Hygiene & Safety Policy

For hygiene reasons, opened fidget and sensory toys cannot be returned if:

• The product has been opened.
• Any tags have been removed.
• The product has been used.

As these items are intended for personal use, they cannot be resold once opened and therefore are not eligible for a refund or exchange.

Usage Damage & General Wear

We only offer refunds or replacements for items that arrive faulty or damaged.

We cannot refund, replace or exchange products that have become damaged after delivery, including:

• Popped or burst toys.
• Splits or tears.
• Damage caused by overstretching.
• Breakages caused by rough handling.
• Damage resulting from misuse.
• General wear and tear through normal use.

Important Information

• Returns must be requested within 14 days of receiving your order.
• Faulty or damaged items must be reported within 24 hours of delivery.
• Returns sent without prior approval will not be accepted.
• Original shipping costs are non-refundable.
• Return postage is the responsibility of the customer unless we have made an error.