Return & Refund Policy

Please Read Before Ordering

Our handmade squishy balls and sensory bags are delicate sensory products, not heavy-duty toys. Their soft outer skins and seals require gentle handling and can be damaged by sharp nails, pulling, stretching, excessive squeezing, or rough play. Heat and pressure during transportation may also affect their condition.

These products naturally wear with use and are not designed to last indefinitely. Their lifespan varies depending on the design, frequency of use, handling, and storage. Please review the product’s durability information and care instructions before purchasing. If you need a product suitable for prolonged or vigorous play, these items may not be suitable for you.

Small variations in color, shape, and texture are normal characteristics of handmade products. However, damage present on arrival or defects affecting intended use are not treated as normal wear.

Return Requests

For change-of-mind returns under our store policy, please contact us within 7 days of delivery. Items must be unused and in their original packaging, with a receipt or other proof of purchase.

Contact support@zengue.com before sending a return so we can provide the correct return address and instructions, including any applicable shipping costs. Please do not send items to the address printed on the parcel without checking with us first.

This voluntary return window does not limit any longer cancellation period or rights concerning faulty goods provided by applicable law.

Arrival Inspection & Unboxing Video

Please inspect all items upon arrival and before using them. We strongly recommend recording a clear, continuous unboxing video. Start with the unopened parcel and show the shipping label, packaging, and each item’s condition.

If an item arrives damaged, defective, incorrect, or missing, contact support@zengue.com as soon as possible with:

• Your order number.
• The name of each affected item.
• A description of the issue.
• Clear photos and, where available, the unboxing video.

Please retain the packaging while we review the issue. Stop using any item that is damaged or leaking.

An unboxing video helps us assess what happened, but the absence of a video does not automatically disqualify a genuine claim. We will review other available evidence.

Damage Assessment & Resolution

We assess each affected item based on the evidence provided, the extent of the damage, and its impact on normal use.

For minor damage, we may offer a partial refund for you to keep the item, subject to your agreement. More significant damage may require a replacement or refund, depending on the circumstances and your applicable consumer rights.

Any proposed partial refund will be explained before you decide whether to accept it. We do not apply a fixed compensation limit where the law requires another remedy.

Shipping-related damage is assessed separately from normal wear or damage caused after delivery.

Normal Wear & Return Exclusions

Our voluntary change-of-mind return policy does not cover:

• Items used beyond inspection.
• Items damaged by improper handling or failure to follow care instructions.
• Personalized or custom-made items.
• Items clearly marked as final sale before purchase.

Normal wear from repeated use is not, by itself, a manufacturing defect. However, we will review reports of unusually early failure rather than automatically treating them as normal wear.

These exclusions do not remove applicable rights concerning faulty, damaged, incorrect, or misdescribed goods. Discounted items remain eligible for those protections.

Fraudulent Claims & Policy Abuse

We take fraudulent claims seriously. Fabricated or altered evidence, intentionally damaging an item to obtain compensation, and knowingly seeking duplicate reimbursement for the same loss are not acceptable.

Where fraud or deliberate abuse is established through a review of the available evidence, we reserve the right, where permitted by law, to decline the fraudulent claim and restrict future purchases, including permanently where warranted.

If you believe a decision was made in error, you may contact support@zengue.com to request a review.

A genuine complaint, refund request, or good-faith payment dispute is not considered abuse. Any purchase restriction does not remove your statutory rights or our obligations regarding existing orders.

Exchanges

For a change-of-mind exchange, please contact us first. We generally recommend returning the eligible item and placing a separate order for your preferred product.

Replacements for damaged or defective items are handled through our damage assessment process.

European Union & United Kingdom Cancellation Rights

Where applicable EU or UK distance-selling rules apply, you generally have 14 days from delivery to notify us that you wish to cancel, without giving a reason, subject to legal exceptions such as genuinely personalized goods. You then generally have a further 14 days to return the goods.

You may inspect items as you would in a shop. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what is necessary to inspect them. Original packaging is appreciated but is not an absolute condition for exercising statutory rights.

Refunds

Once we receive your return, or agree that no return is required, we will confirm the refund amount and next steps.

Approved refunds will be issued to your original payment method within 10 business days, or sooner where required by law. Statutory refunds will be handled within the applicable legal deadlines, including any required refund of standard delivery charges.

Your bank or payment provider may require additional processing time. If your refund has not appeared within 15 business days after confirmation, please contact support@zengue.com.

Nothing in this policy limits your statutory consumer rights.