Refund policy

We hope you love your Shnuggle products. If you have any questions or concerns, please get in touch with our friendly team at hello@shnuggle.co.uk and we’ll do our best to help. If you wish to return an item, please review the following policy carefully.

1. Changed Your Mind?

If you’ve changed your mind, you may return your item(s) within 30 days of receiving your order, provided the following conditions are met:

• The product is unused.

• It is returned in its original, undamaged packaging.

• It is in resaleable condition.

To request a return, please email us at hello@shnuggle.co.uk with:

• Your order number

• The item(s) you wish to return

• Your reason for return

Once authorised, you will receive return instructions. Please note:

• You are responsible for return shipping costs.

• We recommend using a tracked and insured delivery service.

• Include your returns slip or order details in the package so we can identify it upon arrival.

2. Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns on the following items if opened or unsealed:

• Dressing sets

• Bedding

• Mattresses

• Towels or washcloths

Additionally, assembled nursery furniture cannot be returned unless there is a verified fault. In such cases, we will investigate and resolve the issue.

3. Refund Process

• Once your return is received and inspected, a refund will be issued to your original payment method.

• For bundle purchases, partial returns will be refunded based on the proportional discount applied at the time of purchase.

• Refunds will be processed within 14 days of receiving the returned goods.

• We reserve the right to decline refunds where returned items do not meet the conditions stated above.

4. Ordered the Wrong Item?

If you’ve ordered incorrectly, please contact us as soon as possible. If your order has not yet shipped, we can cancel and refund your order. (Orders typically ship the next working day.)

If the order has already been dispatched:

• Please accept the delivery and return the item(s) unopened and in original packaging.

• Return shipping costs will not be reimbursed.

5. Damaged Items or Delivery Issues

Please inspect all parcels upon delivery. If your order arrives damaged or incomplete, contact us within 5 days of delivery with:

• Photos of the damage

• Images of the packaging

• Your order number

We will arrange prompt resolution, which may include replacement parts or a full item replacement at our cost.

6. Product Guarantee – 12 Months

All Shnuggle products are covered by a 12-month guarantee from the date of purchase. This includes free replacement parts in the event of a manufacturing defect.

To make a claim, please email us with:

• Proof of purchase

• Description of the issue

• Supporting images (if applicable)

Please note: The guarantee does not cover:

• General wear and tear

• Damage caused by improper use or failure to follow care instructions

• Stains, spills, or cosmetic damage not affecting product function

Important: If your original order was delivered to a UK shipping agent, any replacement items or parts under guarantee can only be sent to the original UK address. We do not ship replacements internationally.

7. European Union (EU) 14 Day Cooling Off Period

 If your order is being shipped to the European Union, you have the right to cancel or withdraw your order within 14 days of receiving your goods, without giving any reason. 

The 14-day cooling-off period will expire 14 days from the day on which you (or a third party indicated by you) acquire physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision to cancel this contract by using our electronic withdrawal function, or by sending an unequivocal statement (e.g. an email) to our support team.

How to use our Withdrawal Function

You can easily submit a withdrawal request directly through our store without needing to search for an email or contact form.

Steps to withdraw:

1. Navigate to the website footer
2. Click the button labelled "Withdraw from contract"
3. Enter your order number and email address used at purchase
4. Click "confirm withdrawal" to submit your request
5. You will receive an automatic timestamped acknowledgement email confirming we have received your cancellation.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the cost of standard delivery (this excludes additional costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

• (a) 14 days after the day we receive back from you any goods supplied, or
• (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. Please note customers are responsible for all return shipping costs and providing their own shipping method.  We highly recommend using a trackable service, as we cannot be held responsible for lost or damaged return packages.