1) Summary at a Glance

• Change-of-mind returns: within 30 days of delivery (unless stated otherwise).
• Condition: items must be unused, free from marks/odours, and in original packaging with inserts and tags.
• Return postage: customer pays for change-of-mind; we cover faulty/incorrect returns.
• Hygiene-sensitive items: unopened/sealed only (unless faulty).
• Non-returnable: personalised/made-to-order items, gift cards, items outside the return window.

2) How to Start a Return

1. Tell us you’d like to return: email help@snuggery.co.uk (subject: Return – Order #12345) or use our returns portal: snuggery.co.uk/pages/returns (if available).
2. Receive your RMA & instructions: we’ll reply with your Return Authorisation (RMA) and next steps.
3. Pack securely: include your order number/RMA. Use original packaging where possible.
4. Send tracked: post within the return window via a tracked carrier. Keep proof of postage.

For faulty/incorrect items, we’ll provide a prepaid label or reimburse reasonable return costs (UK only unless agreed otherwise).

3) Condition & Fair Use

• Items must be unused, clean, free of hair, odours or damage.
• Return with all packaging, labels, inserts and accessories.
• Handling beyond what’s necessary to inspect (as you would in-store) may lead to a reasonable deduction for diminished value.

4) Hygiene-Sensitive Items

For health and hygiene reasons, the following can be returned for change-of-mind only if unopened, sealed and unused:

• Pillows, duvets, mattress toppers and protectors
• Any bedding labelled as hygiene-sensitive

This does not affect your rights if an item is faulty.

5) Faulty, Damaged or Incorrect Items

• Please contact us within 7 days of delivery with your order number and clear photos of the issue/packaging.
• We will arrange a repair, replacement or refund as appropriate.
• Return costs are covered by us (prepaid label or reimbursement).

You retain rights under the Consumer Rights Act 2015 beyond our policy timeframes.

6) Exchanges

The fastest way to get the item you want is to place a new order and return the original for a refund. If both orders are unshipped, we’ll try to combine and adjust postage where possible.

7) Free Gifts, Bundles & Promotions

• Free gifts: please include them with your return; if not, we may deduct their value from your refund.
• Bundles: returning part of a bundle may void bundle pricing; we’ll recalculate accordingly.
• Discount codes: refunds reflect the price paid after discounts.

8) Quick Reference

See corresponding sections above for full details.

9) Returns Address & Support

Returns (UK):
Snuggery Ltd

Need help?

• Email: help@snuggery.co.uk
• Phone:

10) Your Statutory Rights

This policy does not affect your rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.