Refund/Replacement Policy

Dear Valued Customers,

We regret to inform you that returns are not within our policy framework. However, at SnugglePals, we are committed to providing high-quality products and excellent customer service. If you receive a damaged item, we offer two options for resolution: a refund or a replacement at no additional cost. Please note, you cannot choose both options—it's either a refund or a free-of-charge replacement.

Our Refund or Replace Free of Charge Policy is designed to ensure a smooth and hassle-free experience for our valued customers. Please note that you cannot choose both options; it's either a refund or a free-of-charge replacement.

It is important to acknowledge that we disclaim responsibility for damages caused by either you or your pet. Should such circumstances form the basis of your refund or replacement request, it will be promptly denied.

Refund Policy:

  1. Eligibility for Refund:

    • If the item is defective, you may request a refund within 7 days from the date of delivery.
    • The item must be unused, in the same condition you received it, and in its original packaging.

  2. How to Request a Refund:

    • Contact our customer support team at helpsnugglepals@gmail.com.
    • Provide your order number and details of the item and the reason for the refund request. Please include images or videos to support your claim. Failure to provide supporting evidence may result in the denial of your refund request.
    • Our customer support team will guide you through the refund process.

  3. Processing Time:

    • Upon validation of the issue, we will process the refund to your original payment method. Please allow up to 10 business days for the refund to be reflected in your account.
    • Please note that processing times may be affected by local or international holidays and the time required by your bank or credit card company.
    • Additionally, it is imperative to acknowledge that the refund processing timeline may be further influenced by the time required for your bank or credit card company to complete the necessary procedures and post the refund.

Replace Free of Charge Policy:

  1. Eligibility for Replacement:

    • If you receive a defective or damaged item, we offer a free-of-charge replacement.

  2. How to Request a Replacement:

    • Contact our customer support team at helpsnugglepals@gmail.com.
    • Provide your order number and details of the issue with the item. Please include images or videos to support your claim. Failure to provide supporting evidence may result in the denial of your replacement request.
    • Our customer support team will guide you through the replacement process and provide you with the necessary information.

  3. Processing Time:

    • We will endeavor to expedite the replacement process to ensure you receive a new, defect-free item promptly.

Terms and Conditions:

  1. Refund and replacement requests must be made within 7 days of the delivery date.
  2. Items must be in their original packaging and unused condition.
  3. This policy applies only to products purchased directly from SnugglePals.
  4. Refunds will be processed to the original payment method.
  5. Replacement items will be shipped free of charge.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14-Day Cooling-Off Period:

If the merchandise is dispatched to an EU country, you have the right to cancel or return your order within 14 days, regardless of reason and without justification. The item must be in the same condition as received, unused, and in its original packaging. A valid receipt or proof of purchase is required. While our standard policy does not include returns, a refund will be provided in alignment with these conditions.

SnugglePals is committed to your satisfaction. If you have any questions or concerns, please contact our customer support team at helpsnugglepals@gmail.com.