Refund and Returns Policy

Last updated: 2026

We want your Zuperli products to arrive as described and in good condition. If there is a problem with your order, please contact us for assistance.

Damaged, Defective, Incorrect or Missing Items

Please contact us on WhatsApp as soon as you discover a problem, and provide your order number, a description of the issue, and clear photos of the product and packaging.

Please record a complete unboxing video, starting with the unopened parcel and continuing until all items have been checked. This helps us verify damage or missing-item claims. If you cannot provide a complete video, we will be unable to provide after-sales support.

Please retain the product and its original packaging while we handle your request. Stop using the product if it is damaged, leaking or presents a safety concern.

Fragile Items and Damage on Arrival

Crunchy squishies have a delicate outer shell, and minor surface cracks may occur during shipping. If the cracks affect appearance only and do not affect the product’s overall shape, safety or normal use, a refund will generally not be provided.

If a product arrives broken or crushed, please contact us with your order number, clear photos and a complete unboxing video. The video should start before the parcel is opened. If you cannot provide a video, we will also review other relevant evidence.

If the outer packaging is severely damaged, please take photos before opening it and retain all packaging. We will help investigate with the courier and arrange an appropriate resolution.

Cracking of the outer shell caused by normal squeezing or play after delivery is not considered damage on arrival. Complimentary gifts do not replace your statutory consumer rights.

Handmade Differences

Handmade products may vary slightly in colour, shape and surface details. Minor differences consistent with the product description are generally not considered quality issues.

This does not include significant differences from the description or defects affecting quality, safety or use.

Returns and Resolutions

We will provide an appropriate resolution, including replacement or refund, based on the specific issue and your legal rights.

Please contact us for return instructions before sending an item back. Do not send returns to our pickup location without prior arrangement.

If a product defect, incorrect item or damage on arrival is confirmed and a return is required, we will arrange and cover reasonable return shipping costs.

Change of Mind and Order Cancellations

Please choose carefully. We do not accept returns or exchanges simply because you change your mind, order the wrong item or no longer want the product.

To cancel or change an order, contact us on WhatsApp as soon as possible. If production has not started and the order has not been dispatched, we can cancel it and refund any payment received.

Once production has started, handmade or customised orders cannot be cancelled or changed for personal reasons. Orders that have already been dispatched cannot be cancelled.

This does not affect your rights if an item is faulty, damaged, incorrect or significantly different from its description, or any other rights under Malaysian consumer law.

Refund Arrangements

If a refund is required, we will confirm the refund amount, method and estimated processing time with you.

Once an item is confirmed to have arrived completely damaged, we will refund the actual amount paid for each affected item and uphold your rights under applicable Malaysian law.

For partially damaged items that can still be used safely and normally, we may agree with you on a refund of 10–50% of the actual amount paid for the affected item, without requiring a return. This arrangement requires both parties’ agreement.

Consumer Rights

This policy does not limit any rights or remedies available to you under applicable Malaysian consumer law.

Contact Us

Privacy enquiries: zuperli5093@gmail.com
WhatsApp: +601112805093