Returns & Refunds Policy

We hope you love your Shnuggle products. If anything isn't quite right, our friendly team is here to help. Manage your account here Your Account or send an email hello@shnuggle.co.uk.

This policy does not affect your statutory rights.

1. Cancelling your order

Not dispatched yet? You can cancel your order yourself before it ships:

1. Sign in to Your Account, or click the link in your order confirmation email to view your order.
2. Choose the item(s) you'd like to cancel and submit your request.
3. We'll confirm by email and refund you in full.

Orders usually ship the next working day, so please cancel as soon as you can. If you'd prefer, you can also email hello@shnuggle.co.uk with your order number.

Already dispatched? You can still change your mind once it arrives. Just follow our returns process in section 2.

Ordered the wrong item? Cancel it quickly using the steps above. If it's already on its way, you can send it back as a change-of-mind return (section 2).

2. Changed your mind? You have 30 days

You can return items for a refund if you request a return within 30 days of receiving your order.

For a full refund, items should be:

• new and unused
• in their original packaging
• in a condition we can resell

Your legal right to cancel in the first 14 days
Under UK law, you can cancel your order for any reason within 14 days, starting the day after you receive it. You can do this even if you've opened the packaging. If an item has been handled more than you'd need to check it (for example used, washed, assembled or marked), we may reduce your refund to reflect the loss in value.

After those first 14 days, our extended 30-day returns window only covers items that are new, unused and in their original packaging. If a return doesn't meet these conditions, we may not be able to refund it, but we'll let you know and can send it back to you.

How to return

1. Sign in to Your Account, or click the link in your order confirmation email to view your order.
2. Choose the item(s) you'd like to return and submit your return request.
3. Once we've approved your request, we'll email you return instructions.
4. Send the item(s) back within 14 days of your request. Pack them securely and include your order number.

If you'd prefer, you can also request a return by emailing hello@shnuggle.co.uk with your order number and the item(s) you'd like to return, or by using the cancellation form at the bottom of this page.

Return postage
You pay the cost of sending change-of-mind returns back to us. We recommend using a tracked service and keeping your proof of postage.

If an item is faulty, damaged or we sent the wrong thing, we'll cover the return cost (see section 5).

3. Items we can't take back once opened

For health and hygiene reasons, some products come in sealed hygiene packaging. If that seal is broken after delivery, we can't accept the item as a change-of-mind return. We'll clearly mark these products on their product page.

This doesn't apply if the item is faulty.

4. Refunds

• We'll refund you to your original payment method within 14 days of receiving your return (or of you showing us proof you've sent it back, if that's sooner).
• If you cancel your whole order within your 14-day cancellation period, we'll also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we'll refund the standard delivery cost only.
• If you return part of a bundle, we'll refund the price you actually paid for that item, taking the bundle discount into account.
• We never charge a fee for processing refunds.

5. Faulty, damaged or wrong items

Please check your parcel when it arrives. If anything is damaged, faulty, missing or not what you ordered, let us know as soon as possible at hello@shnuggle.co.uk with:

• your order number
• photos of the problem and the packaging

We'll put things right at no cost to you, including any return postage.

Your legal rights
By law (the Consumer Rights Act 2015), products must be of satisfactory quality, fit for purpose and as described. If they aren't:

• within 30 days of delivery, you're entitled to a full refund
• after 30 days, we'll offer a repair or replacement, and if that isn't possible or doesn't fix the problem, you can have a refund or a price reduction
• if a fault appears within 6 months of delivery, it's assumed to have been there from the start unless we can show otherwise

6. Our 12-month guarantee

All Shnuggle products bought in the UK and European Union come with a 12-month guarantee from the date of purchase. If there's a manufacturing defect, we'll send you free replacement parts.

How to make a claim
Email hello@shnuggle.co.uk with:

• proof of purchase
• a short description of the issue
• photos or a video, if you can

What's not covered

• normal wear and tear
• damage caused by misuse, accidents or not following the care instructions
• stains, spills or cosmetic marks that happen after purchase and don't affect how the product works

Orders sent to a UK shipping agent
If your original order was delivered to a UK shipping agent, we can only send replacement parts to that same UK address.

This guarantee is provided by Shnuggle Ltd, 17 Jubilee Road, Newtownards, BT23 4YH, United Kingdom, and covers products bought in the UK and European Union. It is in addition to your statutory rights, and does not affect them.

7. Orders delivered to the European Union

If your order is delivered to an EU country, you can cancel within 14 days of receiving your goods, without giving a reason.

How to cancel
The quickest way is our online withdrawal function:

1. Scroll to the footer of our website
2. Click "Withdraw from contract"
3. Enter your order number and the email address you used at checkout
4. Click "Confirm withdrawal"

You'll get an automatic, time-stamped email confirming we've received your request. You can also request a cancellation or return through your account or order confirmation email (see sections 1 and 2), or email hello@shnuggle.co.uk with a clear statement that you want to cancel.

What happens next

• Please send the goods back within 14 days of telling us you're cancelling. You pay the return postage and arrange your own delivery. We recommend a tracked service and keeping proof of postage.
• We'll refund everything you paid, including standard delivery, within 14 days of receiving the goods back (or of you showing us proof you've sent them, if that's sooner). If you chose a more expensive delivery option, we'll refund the standard delivery cost only.
• We may reduce your refund if the goods have lost value because they've been handled more than needed to check them.

Your rights under local consumer law are not affected.

8. Contact us

Shnuggle Ltd
17 Jubilee Road
Newtownards
BT23 4YH
United Kingdom
Email: hello@shnuggle.co.uk

Cancellation form

You don't have to use this form. Your account, your order confirmation email or a quick email to us all work just as well. If you'd like to use it, copy and complete the details below.

To: Shnuggle Ltd, 17 Jubilee Road, Newtownards, BT23 4YH, United Kingdom, hello@shnuggle.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name:

Address:

Signature (only if sending this form on paper):

Date: