Returns & Refunds Policy

We want you to love your Snuggery purchase. If something isn’t quite right, this page explains how to return an item and how refunds work. This policy applies to purchases made on snuggery.co.uk and sits alongside your statutory rights under UK law.

Summary at a Glance

• Change-of-mind returns: within {{RETURNS_WINDOW}} days of delivery (Consumer Contracts Regulations).
• Condition: unused and in resaleable condition with original packaging and tags. Please do not return items with signs of use.
• Refunds: to the original payment method within {{REFUND_DAYS}} working days of us receiving and inspecting your return.
• Return postage: You cover return costs for change-of-mind returns. If an item is faulty, damaged or we sent the wrong item, we’ll provide a prepaid label or reimburse reasonable costs.
• Delivery refund: where applicable, we refund the standard delivery charge only (upgrades like Next Day are non-refundable).

How to Start a Return

1. Email {{SUPPORT_EMAIL}} with your order number, item(s) and reason for return, or use our returns form: {{RETURNS_PORTAL_URL}}.
2. We’ll reply with your RMA number and instructions. Please pack items securely in original packaging where possible.
3. Post back within {{RETURNS_WINDOW}} days of delivery. Keep proof of postage and tracking until your refund clears.

Condition & Fair Use

To keep everyone’s experience great, returns must be:

• Unused, free from odours, marks, hair or damage.
• In their original packaging with inserts, labels and accessory pieces.
• Folded and packaged with reasonable care. If items are handled beyond what’s necessary to check them (as you would in a shop), we may make a reasonable deduction for diminished value.

Hygiene-Sensitive Items

For health and hygiene, the following can only be returned if unopened in their original sealed packaging or if proven faulty:

• Pillows, duvets, mattress toppers and protectors
• Pillow/mattress protectors and any sealed bedding marked as hygiene-sensitive

This does not affect your rights if a product is faulty.

Faulty, Damaged or Wrong Item Received

• Please contact us within {{FAULTY_REPORT_DAYS}} days of delivery with your order number and clear photos of the issue/packaging.
• We’ll arrange a replacement, repair or refund. For faulty items we cover return shipping or provide a prepaid label.
• Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days and further rights to repair/replace thereafter.

Refunds

• Refunds are issued to the original payment method once the return is received and checked (usually within {{INSPECTION_DAYS}} working days).
• Your bank or payment provider may take an additional {{BANK_CLEARING_DAYS}} working days to post the credit.
• If you returned only part of your order, any delivery refund will be proportional and limited to the standard shipping cost.

Exchanges

The fastest way to get a different size/colour is to place a new order and return the original for a refund. If both are unshipped, we’ll try to combine and adjust shipping for you.

Non-Returnable Items (unless faulty)

• Hygiene-sensitive items once opened/unsealed (see above)
• Personalised or made-to-order items
• Gift cards
• Items returned after the {{RETURNS_WINDOW}}-day window

Gifts & Bundles

• Free gifts or promotional items received with purchase must be returned with the order, or their value may be deducted.
• Bundle discounts apply to complete bundles; returning part of a bundle may reduce the refund if the discount no longer applies.

Return Address

{{RETURNS DEPARTMENT NAME}}
{{RETURN ADDRESS LINE 1}}
{{RETURN ADDRESS LINE 2}}
{{CITY}}, {{POSTCODE}}, {{COUNTRY}}

Need Help?

Our UK team is here to help with sizing, fabric advice and returns.

• Email: {{SUPPORT_EMAIL}}
• Phone: {{SUPPORT_PHONE}} ({{SUPPORT_HOURS}})

This policy is for consumer purchases made on snuggery.co.uk and does not limit your statutory rights. If anything is unclear, please contact us before returning an item.