Refund Policy

We want you to feel completely confident when you shop at snuggery.co.uk. This page explains when refunds apply, how to request one, and how long it takes. It sits alongside our Returns Policy and your statutory rights under UK law.

When you can get a refund

• Changed your mind (distance selling): You can cancel within 14 days of delivery under the Consumer Contracts Regulations. Tell us within 14 days, then return the item(s) within the next 14 days in resaleable condition.
• Faulty, damaged or incorrect item: You are entitled to a refund, repair or replacement under the Consumer Rights Act 2015. Contact us within {{FAULTY_REPORT_DAYS}} days of delivery and we’ll put it right.
• Store policy goodwill: For change-of-mind returns beyond the statutory period, we may offer a refund or credit at our discretion (see our Returns Policy for the standard window of {{RETURNS_WINDOW}} days).

Eligibility & condition

• Items must be unused, free from odours/marks, and in their original packaging with tags/inserts.
• Hygiene-sensitive products (e.g., pillows, duvets, toppers, protectors) can only be refunded if unopened/sealed or if faulty.
• Personalised/made-to-order items and gift cards are non-refundable unless faulty.
• If items are handled beyond what’s necessary to check them (as you would in a shop), we may deduct a reasonable amount for diminished value.

What we refund

• Product price: refunded to the original payment method once your return is received and inspected.
• Delivery charges (statutory): if you cancel within 14 days, we refund the standard delivery cost (any upgraded/express fees are not refundable).
• Return postage: for change-of-mind refunds you cover return costs; for faulty/incorrect items we provide a prepaid label or reimburse reasonable return costs.
• Sale/Clearance: {{SALE_REFUND_POLICY — e.g., “Refunds apply to sale items unless marked Final Sale.” or “Final Sale items are non-refundable unless faulty.”}}

How to request a refund

1. Tell us: Email {{SUPPORT_EMAIL}} (subject: Refund Request – Order {{ORDER_NUMBER}}) or use our returns portal: {{RETURNS_PORTAL_URL}}. If cancelling under CCR, please state clearly you’re exercising your right to cancel.
2. Pack & send: Repack securely in original packaging. Use a tracked service and keep proof of postage. (For faulty/incorrect items we’ll issue a prepaid label.)
3. Inspection: When your return arrives, we aim to check it within {{INSPECTION_DAYS}} working days.

Refund timing

• Issue window: We issue refunds within {{REFUND_DAYS}} working days of completing inspection.
• Bank processing: Your bank/PayPal/BNPL provider may take a further {{BANK_CLEARING_DAYS}} working days to post funds.
• You’ll receive an email confirmation as soon as your refund is processed.

Bundles, gifts & promotions

• Bundles: Returning part of a bundle may change the discount; we’ll recalculate your refund accordingly.
• Free gifts: Please return any free gift received with purchase; otherwise its value may be deducted from the refund.
• Discount codes: Refunds reflect the price paid after discounts.

Klarna & Clearpay refunds

If you paid with Klarna or Clearpay, we’ll notify the provider when we process your refund. Your plan will be adjusted or settled by them directly. Any questions about instalments should be directed to the provider’s app/support.

Lost or damaged returns

Please keep your proof of postage and tracking. We can’t refund returns that do not reach us unless you’ve used our prepaid label or we’ve agreed otherwise in writing.

Need help?

• Email: {{SUPPORT_EMAIL}}
• Phone: {{SUPPORT_PHONE}} ({{SUPPORT_HOURS}})
• Return address: {{RETURNS DEPARTMENT NAME}}, {{RETURN ADDRESS LINE 1}}, {{RETURN ADDRESS LINE 2}}, {{CITY}}, {{POSTCODE}}, {{COUNTRY}}

This Refund Policy applies to consumer purchases made on snuggery.co.uk and does not limit your statutory rights (Consumer Contracts Regulations 2013; Consumer Rights Act 2015).