# Refund & After-Sales Policy

## Advance Notice Regarding PU Product Craftsmanship

All SAN SQUISHY PU squishy products are individually hand-poured, trimmed, and finished by hand. They are not precision-machined or mass-produced by automated equipment. Therefore, minor imperfections may naturally occur during the handcrafted production process.

These may include minor trimming marks, a small amount of exposed filling, tiny surface air bubbles, slight variations in paint thickness, minor irregularities along painted edges, or light color transfer marks.

These characteristics are considered normal variations associated with handcrafted PU products and **do not constitute product quality defects**. Refunds, returns, or exchanges will not be accepted solely on the basis of these normal handcrafted characteristics.

## Refund & After-Sales Process

1. **Submit Your Request Within 48 Hours**
Within 48 hours of receiving the order, please provide clear photos or videos showing the issue and contact our customer service team to submit an after-sales request.

2. **Verification & Resolution**
Once our customer service team verifies the issue, customers may choose from the following solutions:

* Replacement with the same product
* Partial compensation
* Full refund

3. **Orders Already in Production or Shipment**
For orders that have already been produced, packed, dispatched, or handed over to the logistics provider, **full refunds will no longer be accepted**. After-sales support will be limited to product replacement or compensation for products damaged during transit.

## Non-Refundable Situations

Refunds or returns will not be accepted in the following circumstances:

* Personal cancellation of a pre-order, changes in personal requirements after placing an order, or concerns about the estimated delivery time due to personal reasons.
* Product damage caused by improper handling after delivery, including excessive squeezing, exposure to water, self-inflicted damage, or improper storage.
* Issues arising from the distributor’s own sales activities, individual customer preferences, or subjective dissatisfaction with the product’s texture or feel.