Refund policy

Last updated: 5 October 2026

Every Tiaroo squishy is a sensory product that goes straight into your hands, and once it is out of its sealed bag we cannot resell it. Because of that, we do not accept returns or exchanges for a change of mind — not liking a texture, scent, colour or size, ordering the wrong item, or finding it cheaper elsewhere. Our feel ratings on every product page are there so you can choose by hand-feel before you buy.

What we do stand behind is the product itself. If something arrives damaged, faulty or incorrect, we will replace it or refund you in full — and you do not have to ship it back.

Reporting a problem

Email us at tiarobysierra@gmail.com within 48 hours of delivery and include:

  • Your order number
  • A photo of the outer mailer with the shipping label visible
  • A continuous, unedited unboxing video — filmed from the sealed parcel, through opening it, to the item as it comes out

Please film before you take the item out of its sealed bag. Once an item has been opened and squeezed we have no way to tell transit damage from wear. Without photo or video evidence we may not be able to approve a claim. Every claim is reviewed individually and we reply within 1 business day.

What we refund or replace

  • It arrived cracked, torn, leaking or otherwise damaged — reported within 48 hours and before normal use
  • It never arrived, and tracking confirms the parcel was lost in transit
  • We sent the wrong item or the wrong variant
  • A manufacturing defect — a seam that splits or filling that escapes with ordinary, gentle squeezing

If your claim is approved we will send a replacement or refund you in full, your choice. If a replacement is out of stock we will offer a full refund or store credit instead.

What we do not refund or replace

  • Change of mind, or a texture, scent, colour or size you personally dislike
  • Anything after normal use. Tiaroo squishies are made for gentle squeezing, not rough play — damage from hard squeezing, stretching, twisting, pulling, poking, biting or contact with anything sharp is not arrival damage. Neither are holes, tears, leaks or changes in texture, softness or shape that appear once you have started using it.
  • Ordinary handmade variation. Small differences in colour, shape, surface detail and filling distribution — including tiny air bubbles and minor dust fibres from the hand-pouring process — are part of how these are made, not defects.
  • Damage from heat or cold — a squishy left in a hot car, on a radiator, in direct sun, near a hair dryer or out in freezing weather
  • Claims without photo or video evidence, or claims made more than 48 hours after delivery
  • Sale items and gift cards
  • Parcels the carrier has marked as delivered — please check around the delivery area, with neighbours and with your local post office first
  • Missed deliveries — incorrect or incomplete addresses, refused delivery, or parcels not collected from the local depot or pickup point

Returns and refunds

Returns must be approved by us before anything is sent back — please contact us first. Where a return is approved for a customer-related reason, the customer arranges and pays for return shipping, and original shipping, return shipping and any payment-processing or carrier costs we cannot recover may be deducted from the refund amount.

Approved refunds are processed within 3 business days to your original payment method. Your bank or card issuer may take a further 5–10 business days to post it.

Cancellations

Email us within 2 hours of placing your order with "URGENT CANCELLATION" and your order number in the subject line, and we will cancel it and refund you in full. We pack quickly, so after that window the order is usually already in the fulfilment queue and cannot be cancelled, changed or refunded.

Refused, uncollected or returned parcels

If a parcel comes back to us because it was not collected, the customs charge was refused, or the address was incomplete or incorrect, we will email you. We can either re-ship it once you cover the new label, or refund the item price less the original outbound shipping cost and any carrier or payment-processing costs we cannot recover.

EU and UK customers

If you are in the EU or the UK, consumer law gives you a 14-day right to cancel from the day your order is delivered, for any reason, as long as the item is unopened and still in its sealed packaging. Email us to start it and we will send you the return address. You arrange and pay for the return shipping, and we refund within 14 days of receiving the item back.

This is a statutory right and applies alongside, not instead of, the faulty-item policy above.

Contact

Tiaroo Studio is operated by Yiwu Zhuowai Trading Co., Yiwu, Jinhua, Zhejiang 322000, China. Email tiarobysierra@gmail.com.