Return & Refund Policy

Last Updated: October 28, 2026

At Puffiimall, we want you to enjoy your shopping experience. Please read our Return & Refund Policy carefully before placing an order.

Due to the nature of squishy toys and their unique textures, all sales are final unless an item arrives damaged or has a qualifying defect. We do not accept returns or exchanges for personal preference or change-of-mind reasons.

1. Return & Exchange Eligibility

Returns and exchanges are only considered when an item arrives damaged or has a qualifying product defect.

To request assistance, please contact us within 48 hours of delivery and provide:

• Your order number.
• Clear photos or a video showing the damaged item.
• A brief description of the issue.

Please keep the original product and packaging until your request has been reviewed. We may request additional information to assess the issue.

Each request will be reviewed individually. If your claim is approved, we will provide instructions for the next steps.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

2. Non-Returnable Items & Situations

Except where required by applicable law, we do not accept returns, exchanges, or refunds for the following reasons:

• Change of mind or ordering by mistake.
• Personal preference regarding the product's softness, firmness, texture, scent, stickiness, or rebound speed.
• Differences between the actual product and a customer's personal expectations when the item matches its description.
• Minor variations in color, shape, texture, or rebound speed that fall within the product's normal characteristics.
• Damage caused by improper use, excessive squeezing, pulling, cutting, puncturing, or other accidental damage after delivery.
• Normal wear and tear resulting from regular use.
• Items that have been modified, repaired, or damaged after delivery.

Please review all product photos, descriptions, material information, and care instructions before placing your order.

3. Product Characteristics & Care

Squishy toys are available in different materials, textures, and designs. Their softness, stickiness, scent, rebound speed, and surface feel may vary from one product to another.

Some products may feature delicate coatings, crusty surfaces, special fillings, or unique textures. These characteristics are part of the individual product design and should be handled according to the relevant care instructions.

Unless otherwise stated in the product description, squishy toys are intended for play and sensory enjoyment only. They are not food and must not be eaten or placed in the mouth.

Please handle your squishies with care. Damage resulting from improper handling is not eligible for a return or refund unless otherwise required by applicable law.

4. Damaged or Defective Items

If your order arrives damaged or you discover a qualifying defect, please contact us within 48 hours of delivery.

Email: Puffimall@outlook.com

Please include your order number and clear photos or a video showing the issue.

After reviewing your request, we may offer an appropriate resolution, which may include:

• A replacement item, subject to availability.
• A refund to your original payment method.
• Another reasonable solution agreed upon with you.

Please do not return any item before receiving instructions from our customer service team.

If a return is required for an approved claim, we will provide the applicable return instructions.

5. Refund Processing

If a refund is approved, it will be issued to your original payment method unless otherwise agreed or required by applicable law.

Once processed, refunds may take several business days to appear in your account, depending on your payment provider or financial institution.

Shipping fees, if any, will be handled in accordance with the circumstances of the claim and applicable law.

6. Order Cancellations & Changes

If you need to cancel or change an order, please contact us as soon as possible.

We cannot guarantee that a cancellation or change can be made once an order has been processed, packed, or shipped.

Orders that have already shipped cannot be cancelled through our order-processing system. Any subsequent request will be handled in accordance with this policy and applicable law.

7. Contact Us

If you have questions about our Return & Refund Policy or need help with a damaged or defective item, please contact us:

Store: Puffimall
Email: Puffimall@outlook.com

Please include your order number in your message so we can assist you more efficiently.

Thank you for shopping with Puffimall! ♡