Refund policy
40-Day Returns
We offer a 40-day return window. You have 40 days from the day your order arrives to request a return.
To qualify, the item needs to be in the condition it reached you in - unused, with any tags still attached, and in its original packaging. We'll also need your receipt or another proof of purchase.
Starting a Return
Email us at info@snugsy.co.uk to open a return request. Once we've approved it, we'll send you the return address and instructions for sending your parcel back.
Please send us the tracking number for your return parcel once you've shipped it. Without a tracking number we have no way of confirming your item reached us, which means we can't complete the refund. Items sent back without an approved return request cannot be accepted.
Unless the item is faulty, damaged, or not what you ordered, you cover the cost of return postage.
1-Year Warranty
Every Snugsy product is covered by a one-year warranty against manufacturing defects and faults in materials under normal use.
If a fault develops within twelve months of purchase, email info@snugsy.co.uk with your proof of purchase and we'll arrange a repair, a replacement, or a refund.
The warranty does not extend to damage from misuse, accidents, alterations, or ordinary wear and tear.
Damaged, Faulty, or Incorrect Items
Check your order as soon as it arrives. If anything is defective, damaged in transit, or simply the wrong item, contact us straight away and we'll put it right at no cost to you - including return postage.
This sits alongside your legal rights and does not replace them.
Items We Can't Accept Back
Some items fall outside our voluntary 40-day returns policy:
- Perishable goods
- Custom-made or personalised orders
- Personal care and hygiene products where the seal has been broken
- Hazardous materials, flammable liquids, and gases
- Gift cards
Your statutory cancellation rights below are not affected by this list.
Exchanges
We don't process direct swaps. The quickest route is to return the item you have and place a new order for the one you want, so you're not waiting on our stock to move.
Your Statutory Cancellation Rights
United Kingdom. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day your order arrives to cancel it for any reason, without giving us a justification. You then have a further 14 days to send the goods back.
You're free to inspect and handle the item as you reasonably would in a shop. If you handle it beyond that and its value is reduced as a result, we may deduct that reduction from your refund.
Where you cancel under these rights, we'll refund the item price plus our standard outbound delivery charge (if you paid for a faster service, we refund the standard rate only). Return postage is your responsibility. We'll issue the refund within 14 days of receiving the goods back, or of receiving proof you've sent them, whichever is sooner.
European Union. If your order is shipped to an EU address, the same 14-day cooling-off period applies under EU consumer law, on the same terms set out above.
These rights apply to all products, including sale items, and they sit alongside the 40-day policy above — whichever gives you the better outcome is the one we'll apply.
Refunds
Once your return reaches us and we've inspected it, we'll email you to confirm whether the refund has been approved.
Approved refunds go back to your original payment method within 10 business days. Where you've cancelled under your statutory rights, the time frame in that section applies instead.
Bear in mind that your bank or card issuer may take a few more days to post the money to your account. If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, get in touch and we'll chase it.