Refund policy

Return, Cancellation & Refund Policy

At LEZIYAO, we want you to have a delightful experience with our products. Because our sensory fidget and squishy toys are handcrafted with individual care and naturally experience wear and tear over time, please read our product descriptions and care guidelines carefully prior to purchasing.

1. Order Cancellation & Modifications

If you need to cancel or modify your order, please contact us at [hello@leziyao.com] with your order number within 24 hours of placing your order.

As long as your order has not yet entered production, customization, or packaging, we will gladly assist you with a cancellation and full refund.
Once an order has entered production, packaging, or has been dispatched, cancellation or modification requests can no longer be accepted. Please reach out to us as early as possible so we can check the status of your order.

Unless otherwise required by applicable consumer law, we do not accept returns, exchanges, or refunds for personal preferences or non-quality-related reasons, including:

Change of mind or no longer needing the product;
Personal preference regarding firmness, softness, tactile feel, sound, or rebound speed;
Minor handmade variations and individual differences described on the product page;
Slight color differences caused by photography lighting, screens, or monitor displays;
Items that have been used beyond initial inspection without pre-existing defects upon arrival.

Please carefully review the dimensions, materials, texture descriptions, and product photos/videos before purchasing. Feel free to contact us with any questions before placing your order.

3. Damaged, Defective, Missing, or Incorrect Items Upon Arrival

Please inspect your order promptly upon arrival. If any item arrives visibly damaged, leaking, with functional defects, or if items are missing or incorrect, please contact us within 48 hours of delivery so we can document the issue and initiate a claim with the shipping carrier.

Please include the following in your email to [hello@leziyao.com]:

Your order number;
A brief description of the issue;
Clear photos or videos showing the problem;
Clear photos of the outer shipping box and the carrier shipping label.

Unboxing Video Recommendation: We strongly encourage recording a continuous unboxing video starting from the sealed outer package. This helps document the package condition upon arrival and expedites claim resolution. However, a video is not the sole acceptable evidence—if you do not have an unboxing video, please provide all clear supporting photos and documentation, and we will thoroughly evaluate the case. Note: For issues that cannot be immediately detected upon unboxing, please reach out as soon as they are noticed. These timeframes do not limit your statutory rights under applicable consumer protection laws.

4. Resolution Options

Once an issue with damaged, defective, missing, or incorrect items is verified, we will work with you to arrange a fair resolution based on the situation, inventory, and severity, which may include:

Reshipping the missing items or accessories;
Providing a free replacement for the defective product;
Offering a partial refund for the affected item;
Arranging a return for a replacement or full refund where necessary.

If an identical replacement item is out of stock, we will discuss alternative solutions or issue a refund. Store credit or gift cards are only provided with your explicit agreement. Where a return is required due to our error or a confirmed product defect, we will cover reasonable return shipping costs. Please await our return instructions before sending any item back.

5. Handcrafted Variations vs. Defects

Handmade sensory toys naturally feature unique variations in color shading, shape, decorative placement, and surface texture. Variations that are disclosed on the product page and do not interfere with normal enjoyment are part of the handmade charm and are not considered product defects. However, genuine defects—such as visible leakage, structural ruptures, missing key components, or substantial deviations from the product listing—will never be dismissed merely on the grounds of being "handcrafted."

6. Damage from Regular Use & Wear

Sensory squishy toys are subject to gradual wear and tear. Their longevity depends on how they are used, handled, and stored. Damage resulting from excessive stretching, twisting, pinching the same spot repeatedly, punctures from fingernails or sharp objects, exposure to extreme heat or sunlight, improper washing, or use contrary to product care guidelines is considered normal wear or misuse and is not covered by free replacement or refund. If you are ever unsure whether an issue is caused by a manufacturing defect or use, please share photos or video with us and we will be happy to review it with you.

7. Refund Processing

Once your refund is approved, we typically initiate the refund to your original payment method within 5 business days. Depending on your payment provider, bank, or card issuer, it may take additional days for the funds to post to your account. Please do not return items without prior communication and authorization, as unauthorized returns may be sent to an incorrect facility and cannot be processed.

Nothing in this policy limits or excludes your statutory rights under applicable consumer protection laws.