Refund policy

Refund Policy

We want you and your little ones to love your Sqoover products. If you're not completely satisfied with your purchase, we're here to help.

Please carefully read this policy and after that you can visit our Request a return page to start your request.

Shipping & Returns

We currently ship to UK addresses only. This policy applies to all orders delivered within the United Kingdom.

Return Window

You have 30 days from the date of delivery to request a return.

UK Consumer Rights

Under the UK Consumer Rights Act 2015, you have the right to return items within 14 days of receiving your order for a full refund, no reason needed. We extend this window to 30 days as part of our customer satisfaction guarantee.

Order Cancellations (The 24-Hour Window)

  1. Within 24 Hours: If you change your mind within 24 hours of placing your order, please contact us immediately at wecare@sqoover.com. If the order has not been dispatched, we will cancel it and issue a full refund at no charge to you.
  2. After 24 Hours / Post-Dispatch: If 24 hours have passed or your order has already been dispatched, the shipment cannot be stopped. You will need to wait for the package to arrive, and then follow our standard return process.

Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

  1. Unused and unridden: Toys, scooters, and ride-ons must not show any signs of outdoor or indoor wear, scratches, or dirt.
  2. Original Packaging: Items must be returned in their original box with all protective packaging, manuals, accessories, and tags included.
  3. Unassembled: If a product requires assembly (like scooters or ride-ons), it must be returned unassembled in its original state.
  4. Proof of Purchase: An order confirmation or receipt is required.

Due to safety regulations surrounding children's toys, we inspect all returns carefully to ensure items are in 100% resalable and safe condition.

How to Start a Return

  1. Contact us at wecare@sqoover.com within 30 days of delivery.

  2. Include your order number and the reason for the return.

  3. We will provide you with specific return instructions and your return shipping label.

Returns must be sent to our official business address:

Sqoover, Dollis Park, London N3 1HQ, United Kingdom

Please note: Items sent back to us without prior approval will not be accepted.

Return Shipping Costs & Pre-Paid Labels

  1. Faulty, Damaged, or Incorrect Items: We cover 100% of the return shipping costs.
  2. Change of Mind (After 24 Hours): To make the process hassle-free for you, we always provide a Pre-Paid Return Label for your package. If you are returning an item due to a change of mind, the fixed cost of this return shipping label will be deducted from your final refund amount once the return is processed.

Damaged, Defective, or Missing Items

Please inspect your order upon arrival. If your item arrives damaged during transit, has missing components, or is defective, contact us immediately at wecare@sqoover.com with photos or a short video of the issue. We will arrange a replacement or a full refund at no extra cost to you.

Non-Returnable Items

The following items cannot be returned:

  1. Items marked as "Final Sale".
  2. Products that have been fully assembled, modified, or used outdoors.
  3. Items returned without their original packaging or missing parts.

Exchanges

We do not offer direct exchanges. The fastest way to get what you need is to:

  1. Return your original item following the process above.

  2. Place a new order for your preferred item on our store.

Refunds

Once we receive and inspect your returned item, we will process your request:

  1. We will send you an email to notify you that we have received your item and confirm the approval or rejection of your refund.
  2. Approved refunds will be automatically processed back to your original payment method within 3 business days (minus any return shipping fees for change-of-mind returns after 24 hours).
  3. Please remember it can take an additional 5–10 business days for your bank or credit card company to post the refund to your account.

If 15 business days have passed since we approved your return and you haven't received your refund yet, please contact us at wecare@sqoover.com.

Contact Us

For any questions regarding your returns, refunds, or cancellations, please reach out to our dedicated support team:

Email: wecare@sqoover.com

Phone: +44 7537 177332

Business Address: Sqoover, Dollis Park, London N3 1HQ, United Kingdom

Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)