Refund policy

Last updated: 15 October 2026

Smoosh Box is a trading name of INSTINCTIVE DRIVING AUST PTY LTD (ABN 73 684 790 396). We want every squish to make you happy. If something's not right, here's how we fix it.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. Everything below is extra to them.

Arrived squashed, faulty or wrong?

Send us a photo and we'll replace it. Here's how:

  1. Contact us with your order number.
  2. Attach a clear photo (or short video) of the problem, plus the packaging if it's damaged.

This covers toys that arrive damaged, faulty, leaking, missing from your order, or not what you ordered. Please let us know within 14 days of delivery if you can, so we can sort it quickly with our warehouse. Found a problem later? Still get in touch. Your consumer law rights don't run out after 14 days.

What happens next:

  • No need to send it back. For damaged, faulty or wrong items, a photo is enough. If we ever do need an item back, we'll pay the return postage.
  • Major failure (broken, unsafe, or not what you ordered): you choose a replacement or a full refund.
  • Minor failure: we'll replace it, or refund it if a replacement isn't available.
  • Missing item: we'll send it or refund it.
  • If you paid shipping on an order where nothing usable arrived, we'll refund that shipping too.

Things that are normal (not faults)

  • Crunchy / wax toys are designed to crack on the first squeeze. That's the fun part.
  • Sugar / maltose-style toys can feel a bit sticky. That texture is normal.
  • Colours and sizes can vary slightly from photos and between batches.
  • Gradual wear from lots of squeezing is normal. Each toy should still last as long as a reasonable person would expect for what it is and what it costs. If it doesn't, that's a fault and we'll fix it.

Damage caused by heating, microwaving, freezing, cutting, piercing or other misuse isn't a fault.

Change of mind

Changed your mind? No problem. On top of your consumer law rights, we accept change-of-mind returns:

  • Contact us within 14 days of delivery, before sending anything back. We'll email you the returns address. Please don't post returns to the sender address on your parcel, as it's an overseas warehouse that can't accept them.
  • Toys must be unopened and unused, in their original packaging. Squishies are squeezed by hand, so we can't take back opened ones for change of mind. This never limits your rights for faulty items.
  • You pay the return postage. Use a tracked service, as we can't refund a return that never reaches us.
  • We refund the price you paid for the returned toys. The original shipping fee isn't refunded for change-of-mind returns. No restocking fees.
  • Build-your-box bundles: if you return some toys from a bundle, your refund is what you paid minus the bundle price for the number of toys you keep. Example: buy 3, return 1, and you're refunded your total minus the 2-toy price. If the toys you keep no longer qualify for free shipping, we'll also deduct the A$6.95 shipping fee.
  • Free mini squishy: if a return takes your order below A$60, please send the mini back unopened too, or we'll deduct its normal price from your refund.

Cancelling an order

Contact us as soon as you can. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once it has shipped, the change-of-mind rules above apply.

Lost parcels and address problems

See our Shipping Policy.

How refunds are paid

Approved refunds go back to your original payment method within 5 business days. Your bank may take a few extra days to show it. We'll email you when it's done.

Contact us

Smoosh Box, a trading name of INSTINCTIVE DRIVING AUST PTY LTD
ABN 73 684 790 396
South Australia
Email: contact@smooshbox.com
Contact page

If we can't sort it out together, you can contact Consumer and Business Services SA (cbs.sa.gov.au), your own state or territory's consumer agency, or the ACCC (accc.gov.au).