Refund policy

Refund Policy

Every order comes with our 30-Day Money-Back Guarantee. If it isn't a hit, you get 100% of your money back. Here's how it works.

📅 30-Day Money-Back Guarantee

You have 30 days, counted from the day your order is delivered, to ask for a full refund, for any reason.

  • Opened and tried is fine. You don't need to keep it sealed to be covered.
  • Please send it back clean and complete, with the strap and all its parts.
  • Proof of purchase is required (your order number is enough).

✏️ Cancellations & Order Changes

You can cancel your order, or change your buddy, quantity or shipping address, at any time until you receive our email saying your order is in transit. Weekday orders are usually in transit within 24 hours, and weekend orders usually on Monday.

Email support@snuggoway.com as soon as possible with your order number and what you'd like changed. Cancelled orders are refunded in full to your original payment method.

Once your order is in transit, it can no longer be cancelled or changed, but it's still covered by the 30-Day Money-Back Guarantee once it arrives.

📝 How to Get Your Refund

  1. Email us at support@snuggoway.com within 30 days of delivery with your order number.
  2. We'll reply with your return instructions and the return address.
  3. Send the item back using a tracked shipping service.

Please contact us before sending anything back, so we can match your return to your order. Returns sent without contacting us first may not be accepted.

🚚 Return Shipping

Return shipping costs are the customer's responsibility, unless the item arrived damaged, defective or incorrect. In those cases, we cover everything.

We recommend tracked shipping, as we can't be responsible for returns lost on the way back to us.

⚠️ Damaged, Defective, Incorrect or Missing Items

Please check your order when it arrives. If anything is damaged, defective or not what you ordered, contact us within 48 hours of delivery with your order number and clear photos (or a short video).

Once confirmed, we'll send you a free replacement or a full refund, at no cost to you.

Something missing? Orders of 5 or more SnuggoWays ship in more than one package (up to 4 per package), each with its own tracking number, so please check your tracking first. If everything should have arrived together, contact us with your order number and a photo of what arrived (and the packaging, if you still have it).

Noticed a problem later? You're still covered by the 30-Day Money-Back Guarantee above.

📦 Delivery & Carrier Issues

We're responsible for correctly packing and shipping your order to the address provided at checkout. Once the parcel is handed to the local delivery carrier, the final delivery is handled by that carrier.

  • If tracking and/or photo proof confirms delivery to the address provided, we can't be held responsible for parcels that are later lost, stolen or misplaced.
  • If the driver makes a mistake, such as leaving the parcel at the wrong door or not following delivery instructions, the carrier is responsible. Please contact the carrier directly to have it fixed or to open an investigation. We'll gladly provide any tracking information you need.
  • Carrier delivery errors don't automatically qualify for a free replacement or refund, unless required by applicable consumer law.

Please make sure your address and any delivery instructions are complete and accurate when you order. See our Shipping Policy for more.

🚫 What the Guarantee Doesn't Cover

  • Requests made more than 30 days after delivery
  • Items returned dirty, damaged or with parts missing
  • Gift cards
  • Final-sale items, where permitted by law

💳 When You'll Get Your Money

Once your return arrives and is checked:

  • Your refund goes back to your original payment method
  • Please allow up to 10 business days for us to process it
  • Your bank or card provider may take a few extra days to show it on your statement

⚖️ Your Legal Rights

This guarantee is in addition to your statutory rights, never instead of them. If you're in the United Kingdom, UK consumer law also gives you the right to cancel most online orders within 14 days of delivery.

💬 Questions?

For anything about refunds, cancellations, returns or delivery, email support@snuggoway.com and we'll be happy to help.