Before clicking "Proceed to Checkout" button, please carefully read all Terms and Conditions and Policy of this website, which constitute an Agreement between you and Heartfelt Squishy.
When you click "Proceed to Checkout", you acknowledge that you have read and fully understood and agree to be bound by all Terms and Conditions and Policy of this website.
📌 Product Notice & Age Disclaimer
Product Classification: This item is designed and marketed exclusively as an Adult Office Stress Relief Object / Desktop Novelty Collectible, intended for workplace and lifestyle tension relief.
Age Recommendation: Intended for Ages 15 and Up Only (15+). This product is NOT a toy and is NOT designed, intended, or marketed for children aged 12 and under.
Safety Notice: Contains small elements or soft pliable material. Keep out of reach of infants, young children, and pets to prevent accidental ingestion or choking hazards.
Characteristics of Squishy
Squishy are foam crafts, and such crafts are not perfect.
Such crafts will have factory defects, such as: printing skew, wrinkles, uneven coloring, dyeing, small pores, holes, broken skin, uneven trimming, exposed cotton, etc.
Since the surface of Squishy is sticky, it may be contaminated with dirt or lint in the air during the production process.
All crafts are consumables. Once you start playing with it or press and pull it violently, it is easy to cause discoloration, paint peeling, cracks, internal parts falling off, etc.
Squishy may also suffer from cracks, indentations, deformation and other problems caused by natural or man-made factors due to the influence of time, environment and external forces.
Whether to accept returns or exchanges
Due to the characteristics of Squishy, Heartfelt Squishy do not accept returns or exchanges unless the product received is different from the product you ordered.
Order Cancellation & Pre-Order Policy
1. Definition of Pre-Order/Made-to-Order
Most items in our shop are designated as Pre-order or Made-to-Order. By placing an order, you agree that we immediately commit resources for sourcing, production, or administration. The nature of these items is clearly marked on the product page.
2. 24-Hour Full Refund Grace Period
All orders (including Pre-orders) are subject to a 24-hour grace period for cancellation, starting from the time of purchase. Orders cancelled within this period will receive a 100% full refund.
• To cancel, you must notify us within 24 hours of ordering (and prior to dispatch) via: (1) The website's Message System or (2) Emailing heartfelt.squishy@gmail.com with your Order Number.
• Once an order is submitted and paid for, it is considered confirmed and enters our automated fulfillment queue. Therefore, we do not provide an order cancellation button or manual cancellation service. Reasons such as "unable to find the cancel button," "delayed response," or "accidental order" will not be accepted as grounds for a refund. All sales are final.
3. Cancellation Fee (After 24 Hours)
If you request to cancel an order after the 24-hour grace period, but before the item has shipped (before a tracking number is generated):
• We will process the cancellation.
• A 20% Cancellation Fee will be deducted from your total refund amount.
• Purpose: This fee covers non-refundable payment processing fees, administrative costs, and material costs already invested in your order.
4. Policy Acknowledgment
You must acknowledge this policy, particularly for Pre-order items, via the mandatory dropdown menu at checkout (The field "Are you ordering Pre-order/Made-to-Order items?"). By selecting the option "YES - I read all Terms and Conditions and Policy of Heartfelt Squishy. I acknowledge that there is a 24-hour grace period for cancellation, starting from the time of purchase. And cancelling an order after the grace period incurs a 20% cancellation fee." or "NO - I read all Terms and Conditions and Policy of Heartfelt Squishy. I acknowledge that there is a 24-hour grace period for cancellation, starting from the time of purchase. And cancelling an order after the grace period incurs a 20% cancellation fee.", you explicitly agree to these terms.
5. Right to Request Written Confirmation
To protect both parties, Heartfelt Squishy reserves the right to hold any order and request the customer provide written confirmation via email to acknowledge and agree to this Cancellation Policy before proceeding with shipment.
• If we do not receive your written confirmation within 48 hours of our request, we reserve the right to unilaterally cancel the order and issue a 100% refund.
6. Shipped Orders
Once an order has been shipped (a tracking number is generated), it cannot be cancelled or refunded under any circumstances. If the package is returned due to recipient actions (e.g., refusal to accept or failure to pick up), no refund will be issued.
Conditions for returns and exchanges
If the product is different from what you ordered, do not play with, press, pull, or open the product. If the returned goods (including their outer packaging) have any damage caused by human factors, such as stains, malfunctions, damage, wear, abrasions, scratches, or dirt, Heartfelt Squishy has the right to refuse the return or exchange.
Customers need to send your order number, name and related photos to Heartfelt Squishy's email: heartfelt.squishy@gmail.com within 24 hours after picking up/receiving the goods.
Heartfelt Squishy will not provide packaging videos, and it is the customer's responsibility to prove that the goods received were incorrectly shipped or missed due to our store's human negligence. To avoid any disputes, Heartfelt Squishy strongly recommend customers to take complete, unedited videos that clearly show the complete unboxing of each product received.
Heartfelt Squishy has the final decision on whether to return or exchange items.
Return and exchange processing procedures and days
After the customer requests a return or exchange, if the information is complete and there is no dispute, Heartfelt Squishy will confirm to provide the return and exchange service. Customers must return the goods to our store within three working days.
After checking everything is alright, Heartfelt Squishy will arrange to send the goods out within five working days. If the product is out of stock, Heartfelt Squishy will arrange a full refund for the product.
Customers must return the goods that need to be returned or exchanged to Heartfelt Squishy /send them via SF Express or agreed courier in a box and wrapped in bubble wrap to the designated address of Heartfelt Squishy .
If the customer fails to return the goods to Heartfelt Squishy within three working days, Heartfelt Squishy has the right to refuse the return or exchange.
If the customer returns the product in a manner not specified by Heartfelt Squishy, Heartfelt Squishy has the right to refuse the return or exchange.
If the returned goods are damaged in any way, Heartfelt Squishy has the right to refuse the request of exchange and return.
Stock Availability & Discontinued Items
1. Stock Accuracy Disclaimer
Stock levels displayed on our website are for reference only and are not guaranteed in real-time. Due to potential system errors or physical inventory discrepancies, we reserve the right to cancel any order if an item is found to be out of stock after the order is placed.
2. Discontinued & Older Releases
For items released some time ago (e.g., several months or more), there is a risk that the product may be discontinued or out of stock at the supplier level without notice. If we confirm that an item is no longer obtainable, we will notify the buyer and issue a full refund.
3. Sole Remedy
If an order cannot be fulfilled due to stock issues or discontinuation, our sole liability is to provide a full refund for the affected item. We shall not be held responsible for any other direct or indirect losses, damages, or emotional distress arising from the cancellation.
4. Partial Fulfillment
If only a portion of the order is out of stock, we will refund the unavailable item(s) and proceed with shipping the remaining in-stock items. The buyer may not use this as a reason to cancel the entire order or other items within it.
本服務條款及我們向您提供的其他任何協議均受中國香港法律管轄，須依照香港法律解釋。These Terms of Service and any separate agreements whereby we provide you shall be governed by and interpreted in accordance with the laws of Hong Kong, China.Last Update: 22 Jul, 2026
本服務條款及我們向您提供的其他任何協議均受中國香港法律管轄，須依照香港法律解釋。
These Terms of Service and any separate agreements whereby we provide you shall be governed by and interpreted in accordance with the laws of Hong Kong, China.
Last Update: 22 Jul, 2026
