Refund Policy
Shop with Confidence at Snuggery
This policy explains when refunds apply, how to request one, and how long it takes. It sits alongside our Returns Policy and your rights under UK law.
1) When You Can Claim a Refund
Change of Mind (Distance Selling)
If eligible under the Consumer Contracts Regulations, you may cancel within 14 days of delivery. You then have a further 14 days to return the items in resaleable condition.
We’ll refund the product price and the standard delivery charge for statutory cancellations. Upgraded/express shipping isn’t refundable.
Faulty, Damaged or Incorrect
If your item is faulty, arrives damaged, or isn’t what you ordered, you’re entitled to a refund, repair, or replacement. We cover reasonable return costs or provide a prepaid label.
2) Eligibility & Product Condition
- Items must be unused, free of marks/odours, and returned with original packaging, inserts and tags.
- Hygiene-sensitive items (e.g., pillows, toppers, protectors) are refundable only if unopened/sealed, unless faulty.
- Personalised, made-to-order items and gift cards are non-refundable unless faulty.
- If items were handled beyond what’s reasonable to inspect (as you would in-store), we may deduct for diminished value.
3) What We Refund
- Product price: refunded to the original payment method after inspection.
- Delivery charges (statutory cancellations): we refund the standard delivery cost.
- Return postage: for change-of-mind you cover returns; for faulty/incorrect items we cover reasonable costs or provide a label.
- Sale/Clearance: refunded unless marked “Final Sale” (non-refundable unless faulty).
4) How to Request a Refund
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Contact us within the applicable timeframe:
- Email: help@snuggery.co.uk (subject: Refund Request – Order #12345).
- Or use our returns portal: snuggery.co.uk/pages/returns (if available).
- Package securely: use original packaging where possible. Include your order number and reason for return.
- Send via tracked service (unless we provide a prepaid label). Keep proof of postage.
- Inspection & confirmation: we’ll email you once we’ve inspected the return and processed your refund.
5) Refund Timings
- We aim to process refunds within 10 working days of receiving the return.
- Your bank/PayPal/BNPL provider may take an additional 10 working days to credit your account.
- You’ll receive a confirmation email once complete.
6) Bundles, Gifts & Promotions
- Bundles: returning part of a bundle may void bundle pricing; we’ll recalculate your refund accordingly.
- Free gifts: please return any free gift; otherwise its value may be deducted.
- Discount codes: refunds reflect the price paid after discounts.
7) Klarna, Clearpay & Other BNPL
If you paid with a Buy Now, Pay Later provider, we will notify them once your refund is processed. Your plan will be adjusted or settled by the provider. For instalment questions, please contact them directly.
8) Lost or Damaged Returns
Please retain your tracking receipt. We can’t refund returns that don’t reach us unless you used our prepaid label or we’ve agreed otherwise in writing.
9) Quick Reference
| Situation | Time limit | What you can expect |
|---|---|---|
| Cancel (Consumer Contracts) | 14 days from delivery + 14 days to return | Refund of product + standard delivery |
| Faulty/Damaged/Incorrect | Within statutory rights | Refund, repair or replacement (we cover return) |
| Change of mind (after statutory) | At our discretion | Possible refund/store credit (see Returns Policy) |
This table is a quick guide — see full sections above for details.
10) Your Statutory Rights
This policy applies to consumer purchases made on snuggery.co.uk and does not limit your rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
11) Contact & Returns Address
- Email: help@snuggery.co.uk
- Phone:
- Returns:
Effective date: 17th November 2025. We may update this policy to reflect changes in law or our practices.