Refund policy

Last updated: 16 August 2026

At Gentle Goods Co., we carefully inspect and pack every order. If something is wrong with your purchase, please contact us at gentlegoods.help@gmail.com and we will assist you.

Change-of-Mind Returns

We do not accept returns, exchanges or refunds for change of mind. This includes:

Choosing the wrong product, design or quantity
Disliking a product’s scent, texture, firmness or rising speed
No longer wanting the product after ordering
Finding the product at a different price elsewhere

Please review the product description and your order details carefully before completing your purchase.

Damaged, Defective or Incorrect Products

If you receive a product that is significantly damaged, defective or different from what you ordered, please contact us within 7 days of delivery.

Include the following information:

Your order number
A description of the issue
Clear photographs of the product and packaging
A photograph of the shipping label
An unedited unboxing video, if available

An unboxing video can help us investigate the issue, but not having one will not automatically prevent us from reviewing your request.

Please keep the product and all original packaging until your request has been resolved. Do not return anything without first receiving instructions from us.

After reviewing the issue, we may offer an appropriate remedy, such as a replacement, refund, partial refund or store credit, depending on the circumstances and product availability.

Normal Squishy Variations

Squishies are soft products that may have minor variations resulting from their materials and manufacturing process. These can include:

Small air bubbles or surface marks
Minor paint inconsistencies
Slight wrinkles, dents or differences in shape
Small differences in colour, scent or texture
Variations in softness and rising speed
Slight stickiness
A temporary manufacturing smell
Minor compression from packaging or delivery

These minor characteristics are generally not considered defects when they do not significantly affect the product’s appearance or intended use.

If a squishy arrives compressed, remove it carefully from its shipping packaging and allow it to rest at room temperature for 24–48 hours.

Outer Packaging

Product boxes, plastic bags and other external packaging are intended to protect the product. Minor dents, scratches or creases to the outer packaging may occur during delivery.

Damage limited to the outer packaging will not normally qualify for a refund or replacement if the product itself remains undamaged. If packaging condition is important because you are purchasing the item for display or collection, please contact us before ordering.

Damage Caused After Delivery

We cannot provide a refund or replacement for damage caused by:

Pulling, twisting or overstretching
Sharp nails or other sharp objects
Improper cleaning, handling or storage
Exposure to excessive heat, water or direct sunlight
Normal wear and tear from repeated use

Squishies can naturally wrinkle, crack or wear down over time. Please handle them gently to extend their lifespan.

Approved Returns

If we ask you to return a product, it must be sent back in the condition in which it was received and include its original packaging and accessories.

We will provide the return instructions and applicable return address by email. Products returned without prior approval may not be accepted.

When a return is required because we sent an incorrect product or the product is confirmed to be defective, Gentle Goods Co. will cover the reasonable return-delivery cost.

Refunds

We will notify you after reviewing your request or inspecting an approved return.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.

Original delivery fees are generally non-refundable unless the order was incorrect, defective or otherwise required by applicable law.

Sale Products

Sale and promotional products are subject to the same policy. We do not provide returns or refunds for change of mind, but customers may still contact us if a sale product is defective, damaged or incorrect.

Order Cancellations

If you wish to cancel or amend an order, contact us at gentlegoods.help@gmail.com as soon as possible.

We will try to accommodate your request, but changes and cancellations are only possible before packing and fulfilment have begun. Once an order has been processed or dispatched, it cannot be cancelled or changed.

Your Statutory Rights

Nothing in this policy excludes or limits any rights or remedies available to you under applicable Singapore law, including the Consumer Protection (Fair Trading) Act where applicable.