🔄 Returns & Refunds
I want you to be happy with your order from Neko Squish Co 💖 If something isn’t quite right, please get in touch and I’ll be happy to help.
💌 Change-of-Mind Returns
If you change your mind about your purchase, you have 14 days from the day you receive your order to let me know that you would like to return it.
Once you have notified me that you wish to return your order, you then have 14 days to send the item(s) back.
To start a return, please email support@nekosquishco.co.uk with your order number and the item(s) you would like to return.
Items should be returned in their original condition. You may inspect an item as you reasonably would in a shop, but I may make a deduction from the refund if the value of an item has been reduced as a result of handling beyond what is reasonably necessary to inspect it.
📦 Return Postage
For change-of-mind returns, you are responsible for the cost of returning the item(s).
Please obtain proof of postage when sending your return. I recommend using a tracked service where appropriate, as returned items remain your responsibility until they reach me.
If an item is faulty, damaged, not as described or you have received the wrong item, please contact me before returning it so I can help arrange an appropriate solution.
💸 Refunds
Once your return has been received and checked, I aim to process your refund within 7 days.
Your refund will be made to your original payment method. After the refund has been processed, your bank or payment provider may take a few additional working days to show the funds in your account.
For eligible change-of-mind cancellations, the refund will also include the cost of the least expensive standard delivery option offered for your order. If you chose a more expensive or express delivery option, the additional delivery cost is not refundable.
There are no restocking fees.
📦 Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, not as described, or you receive an incorrect item, please email support@nekosquishco.co.uk as soon as possible.
If possible, please include:
- Your order number
- A description of the problem
- Clear photographs showing the issue
This will help me resolve the problem as quickly as possible.
For qualifying faulty, damaged, not-as-described or incorrect items, you will not be expected to bear the cost of an appropriate return.
Your statutory rights are not affected by this policy. UK consumers have separate legal rights where goods are faulty, not as described or not fit for purpose.
🔁 Exchanges
I currently do not offer exchanges.
If you would like a different item, please return the eligible unwanted item for a refund and place a new order for the item you would prefer.
🚫 Exceptions
Certain items may not qualify for a change-of-mind return where an applicable legal exception applies, such as personalised products or certain sealed goods that cannot be returned for health or hygiene reasons once unsealed.
This does not affect your rights if an item is faulty, damaged, not as described or otherwise covered by your statutory rights.
📮 How to Start a Return
Please email:
Include your order number and a brief explanation of why you would like to return the item.
I will reply with the return instructions and return address.
Please do not send a return without contacting me first, as this helps me identify your order and process your return as quickly as possible.
💖 Questions?
If you're unsure whether your order is eligible for a return or have any questions, please email support@nekosquishco.co.uk and I'll be happy to help.
