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Return & Refund Policy

1. Cancellation Policy
Once an order is placed, cancellation is subject to the following conditions:

Within 24 hours: Orders may be canceled for a full refund if the cancellation request is made within 24 hours of purchase, and before we have begun processing and preparing your items for shipment.

After 24 hours or After Processing Begins: If more than 24 hours have passed since the order was placed, or if we have already prepared your items and initiated the shipping process, a cancellation will result in a refund of only 60% of the total order amount. This fee covers the cost of materials, labor, and administrative expenses incurred.

2. Return Policy for Handmade Products
Due to the unique and custom nature of handmade products, we generally do not accept returns or exchanges unless the item arrives damaged, defective, or is incorrect due to an error on our part.

"Change of mind," dissatisfaction with color variations inherent in handmade items, or minor imperfections that do not affect functionality are not considered valid reasons for a return.

3. Conditions for All Returns & Exchanges
To be eligible for a return or exchange, the following conditions must be met:

Timeframe: You must contact us within 24 hours of receiving the package.

Authorization: You must obtain a Return Authorization (RA) number by contacting us at ChuChu_Squishy@outlook.com. Returns shipped without prior authorization will not be accepted.

Item Condition: The item must be returned in its original, unopened, and resalable condition. It must show no signs of use, wear, or damage, with all original tags and packaging intact.

Proof: You are responsible for providing proof that the item was damaged or incorrect upon arrival (see Section 4).

4. Requirements for Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, you must:

Contact our customer service at ChuChu_Squishy@outlook.com within 24 hours of delivery.

Submit a clear unboxing video that shows the entire package, including the shipping label, and the process of unsealing and inspecting the product. The defect or error must be clearly visible in the video.

Provide your order number and photos clearly showing the issue.

Without a complete unboxing video, claims for damaged or incorrect items cannot be processed. Upon approval, we will provide instructions for returning the item and will issue a full refund (including return shipping costs) or send a replacement at our discretion.

5. Return Shipping & Liability

Costs: Unless the return is due to our error (damaged/incorrect item), the customer is responsible for all return shipping costs.

Liability: You are responsible for the return package until it reaches us. We strongly recommend using a trackable shipping service and retaining the tracking number as proof of shipment. ChuChuSquishy is not responsible for return packages that are lost, stolen, or damaged in transit. If a return package is lost, it is the customer's responsibility to liaise with the carrier.

6. Non-Refundable Situations
We cannot accept refund requests or be held responsible for the following scenarios:

The order cannot be delivered due to an invalid, incomplete, or unconfirmed address provided by the buyer.

The recipient refuses to accept the package.

The recipient's address is unable to receive the package (e.g., secure building, no safe drop-off location).

The package is left by the carrier and subsequently stolen or lost.

The order fails to clear customs in the destination country due to issues provided by the buyer.

7. International Orders: Duties, Taxes, and Customs

Charges: We are not responsible for any duties, taxes, or customs fees levied by your country's customs authority. These charges are the sole responsibility of the customer.

Customs Refunds: As the seller, we have no control over these fees and cannot apply for their refund on your behalf. Please contact your local customs office directly for any inquiries or refund requests related to these charges.

Return Shipping: ChuChuSquishy does not cover international return shipping costs for reasons unrelated to product quality.

8. General Provisions

Material Variations: Due to different production batches, slight variations in color, texture, or material may occur and are not considered defects.

Refund Processing: Approved refunds will be processed to the original method of payment within 14 business days.

Policy Changes: We reserve the right to modify this Return & Refund Policy at any time without prior notice.

By placing an order with ChuChuSquishy, you acknowledge that you have read, understood, and agree to be bound by all terms and conditions outlined in this policy.