Refund policy

3. REFUND & RETURN POLICY

SnugHug
Last Updated: September 15, 2026
Contact: support@snughug.store

• Part A — SnugHug 60-Day Return Window

  You may request a return within 60 days of delivery if your item is defective or damaged, or does not work as described. All of the conditions below must be met; requests that do not meet them will not be approved.

  1. Contact us first. Email support@snughug.store with your order number before sending anything back. Do not ship any item without our written approval.
  2. Proof is required. Your request must include clear photos and a short video showing that the item is defective, damaged or not working. Please also show the product label (if any) and the packaging. Requests without sufficient proof will not be approved. We will review your request within 3 business days and may ask for additional evidence.
  3. Verification. A return is approved only if our review confirms the item is defective. If it is confirmed, we may offer a replacement or a refund without requiring you to send the item back.
  4. Return shipping is your responsibility. If we ask you to send the item back, you must purchase the return shipping label yourself. We will reimburse reasonable return shipping costs only where the consumer law of your country requires it.
  5. Tracked shipping is mandatory. All returns must be sent with a trackable shipping service, and you must keep your proof of shipment. We are not responsible for parcels lost or damaged in return transit. No refund can be issued for a parcel that does not reach us, except where required by applicable law. We strongly recommend insuring the parcel for its full value.
  6. Inspection on arrival. Every returned item is inspected when it reaches us, and any refund depends on the condition in which it arrives. The refund may be reduced or denied if the item arrives:
     • with damage beyond the reported defect,
     • showing signs of misuse,
     • incomplete,
     • damaged because it was packaged inadequately.
     If the return is approved after inspection, we will issue the refund to your original payment method within 7 business days.

  Not eligible for return:

  • Change of mind
  • Ordering the wrong size when the item matches the published size guide
  • Minor color variations due to screen settings
  • Damage caused by misuse, pets, accidents, washing contrary to the care instructions, or normal wear and tear

  Your statutory rights: This 60-day window is our own policy. It does not limit any rights you have under the consumer law of your country:

  • EU: 2-year legal guarantee of conformity
  • UK: Consumer Rights Act 2015
  • Australia: non-excludable guarantees under the Australian Consumer Law
  • US and Canada: applicable state and provincial implied warranties

  Where those laws give you more protection than this policy, they apply.