Return Policy

Return & Warranty Policy

At YUNIVERSO SQUISHY, we take pride in our high-quality standards to ensure that every product we ship arrives in perfect condition and brings joy to our customers. However, if you are unsatisfied or experience an issue with your order, you may request a return within 3 business days of receiving your package.

Return & Exchange Policy

  1. Incorrect or Damaged Items

    • If we send the wrong item or if your product arrives damaged, you are eligible for a full refund, including return shipping costs.
    • Items must be unused and returned in their original packaging.

  2. Customer Preference Returns

    • If you ordered the wrong size, color, or style or simply no longer want the item, an exchange or refund is available.
    • In these cases, the customer is responsible for both return and reshipping fees.

To ensure a smooth return and refund process, please carefully review the following guidelines.

General Guidelines for Returns

1. Keep the Package Intact

  • If you need to return an item, ensure that the package remains in its original condition.
  • Please do not open the package or remove the seal sticker.

2. Handling Damaged Items in Transparent Bags

  • If you see any damage to items inside a transparent bag, do not remove them.
  • Our customer service team will assess whether the damage occurred during shipping or due to improper handling.

3. Contact Customer Service

To initiate a return or an after-sales request, please email us at customerservice@yesyuniverso.com.
When contacting us, include: clear photos of the intact package, seal stickers, and the damaged items (if applicable) for verification.

Return Process

If you wish to return an item for any reason (outside of incorrect or damaged items), return shipping costs will be covered by you.

1. Contact Us First

  • Before returning any items, email customerservice@yesyuniverso.com with:
    • Your order details
    • The item(s) you wish to return
    • The reason for return
  • If the item is defective or damaged, attach photos or videos for verification.
  • We will respond within 48 hours with further instructions.

2. Return Authorization

  • If your return request is approved, we will issue a Return Authorization Number (RAN).
  • Returns without this number will be rejected and sent back to the sender.
  • The return shipping address will be included in the Return Authorization email.

3. Returning the Item

  • Pack the item(s) securely in the original packaging with all included accessories.
  • Ship the return to the address provided in the Return Authorization email.
  • Along with RAN email printed out, returns must be shipped within 7 business days after approval.

4. Refund Processing

  • Once we receive and inspect the returned item, your refund will be processed within 5 business days.
  • Refunds will be issued to your original payment method.

Non-Returnable Items

The following items are not eligible for return or refund:

❌ Items damaged due to negligence or unauthorized modifications
❌ Items affected by natural disasters or wear and tear
❌ Lost or stolen items
❌ Items that are worn, washed, damaged, missing labels, packaging, or hygiene stickers
❌ Free gifts, customized products, or sale items

Please Note:

  • If your order was eligible for a promotional discount, the discount value will be deducted from your refund.
  • For free shipping orders, the standard shipping cost will be deducted from the refund amount.

Claim Period for Quality Issues

  1. If your package arrives with product quality issues, please contact us within 3 business days with clear photos as outlined in the General Guidelines for Returns.
  2. Claims made after 3 business days will not be eligible for refunds or exchanges.

Canceling & Exchanging Orders (Before Shipment)

✔ Order Cancellations:

  • Orders canceled within 12 hours of purchase are eligible for a full refund.

🔄 Order Exchanges:

  • Orders changed within 12 hours of purchase can be exchanged for free.

Need Help? Contact Us!

📧 Email: customerservice@yesyuniverso.com
💬 Our customer service team is happy to assist with any concerns.

Thank you for choosing YUNIVERSO SQUISHY!