Refund 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. In the event that you receive a damaged item, we extend two alternatives for resolution. You may opt for a refund or choose to have the item replaced at no additional cost.
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:**
If the item is defective, you may request a refund within 7 days from the date of delivery. To be eligible for a refund, the item must be unused and in the same condition that you received it. It must also be in the original packaging.
To initiate a refund, please follow these steps:
- 1. Contact our customer support team at helpsnugglepals@gmail.com.
- 2. Provide your order number and details of the item and why you asked for a refund. ( Verification through the submission of images or videos is requisite. This measure has been instituted to facilitate the validation process of the reported issue. Please be advised that failure to provide supporting evidence will result in the denial of your refund request).
- 3. Our customer support team will guide you through the refund process.
Upon validating the issue, we will process the refund to your original method of payment. Please allow 10 days for the refund to be reflected in your account.
The progression of this procedure may experience delays during local or international holidays. 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:**
In the event that you receive a defective or damaged item, we offer a free-of-charge replacement. To request a replacement, please follow these steps:
- 1. Contact our customer support team at helpsnugglepals@gmail.com.
- 2. Provide your order number and details of the issue with the item. Verification through the submission of images or videos is requisite. Please be advised that failure to provide supporting evidence will result in the denial of your replacement request.
- 3. Our customer support team will guide you through the replacement process and provide you with the necessary information.
We will try our best 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 are processed to the original method of payment.
5. Replacement items will be shipped free of charge.
SnugglePals is committed to your satisfaction, and we appreciate your trust in our products and services. If you have any questions or concerns, please don't hesitate to contact our customer support team.
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 policy
In consideration of the foregoing, in the event that the merchandise is dispatched to the European Union, you possess the entitlement to cancel or return your order within a 14-day time frame, irrespective of reason and without requiring justification. The prerequisite for the exercise of this right mandates the item's condition to remain unchanged from the receipt, ensuring it is unused and in its original packaging. A valid receipt or proof of purchase is imperative for this process. It is pertinent to reiterate that our standard policy does not encompass returns; however, a refund will be provided as an alternative resolution, aligning with the specified conditions outlined above.