KTL Water Snake

Please note that if your order contains a pre-order item, your entire order will be held and dispatched once all items are in stock and ready to ship.

If you would prefer not to wait, we kindly ask that any pre-order items are placed on a separate order. This will allow us to dispatch your in-stock items without delay.

Fidget & Sensory Squad – Product Disclaimer & Returns Policy

Product Disclaimer

Please note that with regular use and repeated squeezing, the printed design on your squish may gradually fade or rub off over time. This is a natural result of normal play and general wear and tear.

To help prolong the life of your product, please avoid overstretching or handling your sensory toys too roughly.

Due to the gel or sugar-style fillings used in some products, firmness may vary depending on temperature. In warmer conditions, items may feel softer, while cooler temperatures may cause them to become firmer. This is a normal characteristic of the product and is beyond our control.

Returns & Refunds Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at support@fidgetsensorysquad.co.uk. Once your return request has been approved, we will provide you with details of our return address.

If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note:

• Buyers are responsible for the cost of return postage.
  
• Original postage/shipping costs are non-refundable on all returned orders.
  

You can always contact us for any return-related questions at support@fidgetsensorysquad.co.uk.

Damages & Issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you have received the wrong item, so we can assess the issue and resolve it as quickly as possible.

Hygiene Notice

For hygiene reasons, fidget and sensory toys cannot be returned if they have been opened or if any tags have been removed. Once opened, these items are no longer eligible for resale and cannot be refunded or exchanged.

Damaged Items

We only accept returns or offer refunds for items that arrive damaged. We do not offer refunds or replacements for damage caused after delivery, including but not limited to popped toys, splits, tears, or breakages resulting from use, misuse, overstretching, or excessive handling.

Proof of Damage Requirement

Due to the increase in AI-generated images, we require clear video evidence of any damaged goods for all refund or return requests. This helps us accurately assess claims and process them fairly.