Legal entity: PALM DRIP FOR READYMADE GARMENTS TRADING L.L.C, trading as Squish Planet
This policy applies to all orders placed with Squish Planet. Nothing in this policy limits any consumer right or remedy that cannot legally be excluded in the customer’s delivery destination.
Except where a statutory right of withdrawal or another mandatory consumer right applies, all products are final sale for hygiene and sanitary reasons. Squish Planet does not accept voluntary change-of-mind returns or refunds.
A cancellation request must be made within 30 minutes of placing the order. Requests received after 30 minutes cannot be accepted.
If a customer-requested cancellation of an order paid online by card is approved within this 30-minute window, a 10% cancellation fee calculated on the total order amount will be deducted from the refund.
This voluntary cancellation service does not limit any mandatory statutory right.
If Squish Planet cancels an order for a reason attributable to Squish Planet, such as unavailable stock or an inability to fulfil the order, the customer will receive a full refund to the original payment method. The refund will include the complete amount paid for the products and the original shipping charge.
No 10% cancellation fee, 35% restocking fee, outbound-shipping deduction, or RTO deduction will apply.
The same full-refund treatment applies when Squish Planet cancels an order because of suspected fraud, payment risk, or an internal risk-control decision.
This full-refund rule does not apply when cancellation results from the customer’s request, failure to provide required information, refusal or failure to accept delivery, or another customer-caused event covered elsewhere in this policy.
Customers must provide a complete and accurate delivery address and reachable contact details.
If the customer requests an address correction before the order is dispatched, Squish Planet may correct the address after confirming the updated details with the customer. The correction is effective only when Squish Planet confirms it.
If the order has already been dispatched, any address correction or rerouting is subject to the courier’s acceptance. The customer must pay the actual correction or rerouting charge required by the courier before the change is processed.
If a customer-provided incorrect or incomplete address cannot be corrected after dispatch and the parcel is returned to Squish Planet, the order will be cancelled. For a prepaid order, the refund will be subject to the returned-order deductions in Section 5, including the 35% restocking fee, original outbound shipping, the actual RTO or return-to-base fee, and any additional documented product loss. If the customer still wants the products, a new order must be placed.
If Squish Planet contacts the customer by phone, WhatsApp, SMS, or email because the address is incomplete or additional information is required to process or deliver the order, the customer must respond within three days of the first contact attempt.
If the customer does not respond or provide the required information within three days, the order will be cancelled. For a prepaid order, a 10% cancellation fee calculated on the total order amount will be deducted from the refund. For a Cash on Delivery order with no prepaid amount, the order will be cancelled without a refund or fee deduction.
This process applies to both UAE and international orders.
If an item arrives damaged, defective, or incorrect, or if an item or quantity is missing from the shipment, the customer must email info@squishplanet.com within 12 hours of delivery and include the order number together with clear photos or videos showing, as applicable, the affected item, all contents received, the shipping label, and the internal and external packaging. Evidence submitted only through social media, WhatsApp, or another channel does not complete the claim notification unless Squish Planet confirms otherwise in writing.
Squish Planet will reply by email within two business days after receiving the claim. Business days are Monday through Saturday, excluding UAE public holidays. The reply may approve the claim, reject it with reasons, or request additional information; it does not by itself guarantee approval.
The customer must keep the item and all original packaging while the claim is reviewed and must not discard or return anything unless instructed by Squish Planet.
A voluntary claim will be rejected if the customer cannot provide sufficiently clear applicable evidence described above, or if the received items or packaging were discarded before Squish Planet completed its review. Squish Planet will notify the customer of the rejection by email.
Once a claim is approved, store credit will be issued only for an affected damaged or defective item or confirmed missing units. If only part of an order is damaged, defective, or missing, unaffected items do not qualify for store credit. The credit will equal the actual price paid for the affected item or missing units after any item-level or allocated order discount. Original shipping charges are non-refundable and will not be included in the store credit.
If an incorrect-item claim is approved, the customer may keep the incorrect item and does not have to return it. Squish Planet will provide a one-time 5% discount code for a future order.
If the documented price of the incorrect item is lower than the actual price paid for the item that was ordered, Squish Planet will also issue store credit in AED equal only to the positive price difference. If the incorrect item is the same price or more expensive, no price-difference store credit will be issued. Original shipping is not included in this calculation.
The one-time discount code and any price-difference store credit remain subject to the conditions in this policy, including the rule that store credit cannot be combined with a discount code on the same order.
A voluntary claim submitted after the 12-hour reporting period will be automatically rejected. Squish Planet will notify the customer of the rejection by email.
These evidence requirements, the 12-hour reporting period, and the store-credit process are Squish Planet’s voluntary commercial process. They do not shorten, remove, or restrict any mandatory consumer right. A claim involving a mandatory consumer right will not be rejected solely because it was submitted after 12 hours or because the customer cannot provide the requested photos, videos, or packaging. Squish Planet may assess other available evidence where required by applicable law. Where applicable law provides additional rights, a longer reporting period, or another legally required remedy, those mandatory rules will apply.
Store credit issued under Squish Planet’s voluntary claim process or as a refund fallback when the original payment method is unavailable:
Any balance remaining at the end of the original 60-day period expires, including where the store credit was partially used before that date, except where applicable law requires otherwise. These store-credit conditions do not replace or restrict a cash refund, longer validity period, or another remedy required by mandatory consumer law.
If a UAE order is returned to Squish Planet after unsuccessful delivery attempts because the customer did not answer the courier’s calls or respond to its messages or emails, the order will be automatically cancelled. Squish Planet does not reship a returned or uncollected order.
For a prepaid order, the refund will be issued to the original payment method after deducting:
Once an international order has been dispatched, the customer must monitor the shipment and respond promptly to reasonable contact attempts from the courier.
If an international order is returned after multiple unsuccessful delivery attempts because the customer did not answer the courier’s calls or respond to its messages or emails, the order will be automatically cancelled. For a prepaid order, the refund will be issued to the original payment method after deducting:
If the customer still wants the items, a new order must be placed through the Squish Planet website.
Only an RTO or return-to-base fee actually charged by the courier may be deducted. Squish Planet will not deduct an estimated or increased RTO fee.
If the customer disputes the courier’s account of an unsuccessful delivery, Squish Planet will rely on the courier’s documented tracking events, contact attempts, delivery records, and recorded return reason. If those records show that delivery was attempted and the customer did not answer, respond, accept, or collect the parcel, the standard deductions in this section will apply. The customer’s unsupported statement that they answered the courier does not by itself remove those deductions.
If a returned parcel reaches Squish Planet with products missing, damaged, used, or otherwise reduced in value, Squish Planet may also deduct the actual documented product loss in addition to the standard deductions in this section. Squish Planet will not deduct an estimated or undocumented product loss.
If the permitted deductions equal or exceed the refundable amount, the refund will be zero in the original payment currency. The deductions will not create a negative refund or an additional amount payable by the customer.
The 35% restocking fee and RTO deductions do not apply to a valid statutory withdrawal or mandatory consumer remedy. Where applicable law does not permit a stated fee or deduction, Squish Planet will apply only the costs or deductions legally permitted and supported by the circumstances.
If a squishy arrives popped or damaged, the customer should follow the damaged or defective item process above.
If a squishy is received in good condition and pops after delivery, Squish Planet does not voluntarily provide a refund or store credit, due to the fragile nature of these products. This does not limit any remedy required under applicable consumer-protection law.
Orders are dispatched from the United Arab Emirates. Customs duties, import VAT or taxes, carrier-clearance fees, brokerage fees, and other destination-country import charges are not included in the amount paid to Squish Planet. The customer is solely responsible for paying all such charges required by the destination authority or carrier.
If the customer refuses or fails to pay an import or customs charge and the parcel is returned to Squish Planet, the order will be automatically cancelled. For a prepaid order, the refund will be issued to the original payment method after deducting:
Only actual, documented charges may be deducted. If the permitted deductions equal or exceed the refundable amount, the refund will be zero in the original payment currency, and the customer will not owe an additional balance.
If the customer refuses or fails to pay required import or customs charges and the parcel is not returned to Squish Planet because it is abandoned, confiscated, destroyed, disposed of, or otherwise retained by customs, the carrier, or another authority, no refund or store credit will be issued.
These terms remain subject to any mandatory consumer right that cannot legally be excluded. A fee, deduction, or no-refund outcome prohibited by applicable law will not be applied.
Where the customer’s delivery destination provides a mandatory statutory withdrawal right, that right applies in addition to this policy.
For eligible European Union online purchases, the customer may withdraw from the contract without giving a reason within 14 days after the customer, or a designated third party other than the carrier, physically receives the goods. For qualifying split deliveries, the period begins when the final item or lot is received.
To exercise this right, email info@squishplanet.com with an unequivocal statement identifying the order and confirming the decision to withdraw. The model form below may be used but is not required. Sending the notice before the 14-day period expires is sufficient and does not require prior approval.
After notifying Squish Planet, the customer must send the goods back within 14 days. The customer bears the direct return-postage cost unless Squish Planet agreed to pay it or failed to inform the customer before purchase that the customer would be responsible.
No restocking or administration fee applies to a valid statutory withdrawal. The customer may be responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Following a valid withdrawal, Squish Planet will reimburse payments received for the returned goods and the cost of the least-expensive standard outbound delivery option offered for the order. Additional costs caused by selecting a premium delivery option do not have to be reimbursed.
Reimbursement will be made to the original payment method without a customer fee, without undue delay, and no later than 14 days after Squish Planet is informed of the withdrawal. For goods, reimbursement may be withheld until the goods are received or the customer provides evidence that they were sent back, whichever occurs first.
A statutory withdrawal exception will be applied only where the product and circumstances satisfy a legally valid exception. Ordinary toys, squishies, plush, and sensory products are not automatically excluded as hygiene items. An exception never removes mandatory rights relating to faulty, unsafe, damaged, incorrect, or misdescribed goods.
Where mandatory consumer law applies, the customer retains the legal guarantee and remedies available in the delivery destination. For European Union customers, the applicable legal guarantee generally lasts at least two years from delivery and may be longer under national law.
Contact info@squishplanet.com with the order number and any available photos or videos. Photos and videos help Squish Planet investigate, but an inability to provide them does not automatically remove a mandatory legal remedy. The voluntary 12-hour reporting period does not restrict mandatory legal rights.
Where required by applicable law, Squish Planet will provide the legally required remedy free of charge, including necessary postage, within a reasonable time and without significant inconvenience. A price reduction, contract cancellation, refund, or another remedy will be provided where the applicable legal conditions are met.
The voluntary 12-hour reporting deadline does not apply to a product-safety concern or product recall. A customer who believes a product may be unsafe should stop using it and contact Squish Planet promptly at info@squishplanet.com with the order details and any available evidence.
Squish Planet will handle the matter according to applicable product-safety, recall, and mandatory consumer-protection requirements. Where a return is required, Squish Planet will arrange or pay the necessary return cost. Any legally required refund or other mandatory remedy will be provided without applying the voluntary 12-hour deadline.
If a parcel is substantially delayed but tracking continues to show movement through the courier network, Squish Planet will investigate the delay with the courier. The parcel will not automatically be treated as lost, and the customer cannot voluntarily cancel the order or obtain a refund solely because of the delay while the shipment remains in transit.
If the courier later confirms that the parcel is lost, or the circumstances cause Squish Planet to open a lost-parcel investigation, the lost-parcel process and deadlines below will apply. This rule does not restrict a cancellation, refund, or other remedy required because of a mandatory agreed or statutory delivery deadline.
If tracking indicates that a parcel may be lost in transit, Squish Planet will conduct an internal investigation with the courier. The investigation may take up to 14 business days after Squish Planet receives the customer’s report. For this section, business days are Monday through Saturday, excluding UAE public holidays.
Squish Planet will provide the customer with a progress update by email whenever new evidence, a material courier status update, or a courier verdict is received while the investigation remains open. Updates are event-based and are not sent on a fixed schedule when no new information is available. Squish Planet will make a final decision using the available evidence and notify the customer by email no later than the end of the 14th business day.
If the investigation confirms that the parcel was lost before delivery, or if the investigation remains inconclusive at the end of the 14th business day, the order will be fully refunded to the original payment method, including the amount paid for the products and the original shipping charge.
No 10% cancellation fee, 35% restocking fee, outbound-shipping deduction, or RTO deduction applies to a parcel confirmed lost or an investigation that remains inconclusive at the deadline.
If a parcel arrives after Squish Planet has already issued a full lost- or unresolved-parcel refund, the customer must promptly notify Squish Planet and return the parcel using the return method provided or arranged by Squish Planet. Squish Planet will pay the required return-shipping cost.
Where required by applicable law, Squish Planet remains responsible for loss or damage in transit until the customer, or a designated third party other than the carrier, physically receives the goods, except where the customer independently appoints a carrier that Squish Planet did not offer.
Customers should contact Squish Planet promptly if tracking stops updating, a parcel is marked delivered but has not been received, or it arrives damaged. Prompt contact helps the investigation but does not shorten mandatory legal rights.
If tracking shows that a parcel was delivered but the customer reports that it was not received, Squish Planet will investigate the delivery with the courier before deciding the claim.
If the courier confirms that the parcel was misdelivered, Squish Planet will issue a full refund to the original payment method, including the amount paid for the products and the original shipping charge. No cancellation, restocking, outbound-shipping, or RTO deduction will apply.
If the courier provides official information or delivery records confirming that the parcel was delivered correctly, Squish Planet will treat the courier’s information as valid proof of delivery. Squish Planet will send the available courier information to the customer and close the claim without a refund or store credit, subject to any mandatory consumer right that cannot legally be excluded.
After a claim, cancellation, or returned-order refund is approved and the final amount is determined, Squish Planet will issue:
For this section, business days are Monday through Saturday, excluding UAE public holidays.
These periods describe how long Squish Planet takes to issue the credit or submit the refund to the original payment method. If the original payment method is unavailable, closed, or unable to receive the refund, Squish Planet will issue the approved refund amount as store credit in AED within the same applicable issuance period. That credit is subject to the Store-Credit Conditions above.
If the customer opens a chargeback or another payment dispute relating to an order, Squish Planet will pause any refund or store-credit processing for the disputed order until the bank, card issuer, or payment provider issues its final decision.
After the dispute is resolved, Squish Planet will resume any approved claim only to the extent that the customer has not already been reimbursed through the dispute. Squish Planet will not issue a duplicate refund or store credit for an amount already recovered by the customer.
After Squish Planet submits a refund, the customer’s bank, card issuer, or payment provider may require additional processing time before the funds appear in the customer’s account. That external processing time is outside Squish Planet’s control.
These voluntary processing commitments and the store-credit fallback do not extend any shorter deadline or replace another form of refund or remedy required by mandatory consumer law.
Complete and send this form only if you wish to exercise a statutory withdrawal right:
To: PALM DRIP FOR READYMADE GARMENTS TRADING L.L.C, trading as Squish Planet
Email: info@squishplanet.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Email: info@squishplanet.com
WhatsApp/phone: +971 58 870 6613
Support hours: Monday–Saturday, 10 AM–6 PM UAE time
Business: PALM DRIP FOR READYMADE GARMENTS TRADING L.L.C, trading as Squish Planet