Refund policy

Refund Policy

We want you to love your Snugora. If something arrives damaged, defective or wrong, we will make it right.

What We Cover

We offer a free replacement or a full refund if:

- Your item arrives damaged
- Your item is defective (for example, the heating does not work)
- You received the wrong item, colour or quantity
- Your package is confirmed lost in transit (see our Shipping Policy)

Because every order ships to you free of charge, we are not able to accept returns or offer refunds for change of mind, incorrect size or colour selections, or items that have been used and are not defective.

How to Make a Claim

Email us at snugora1@gmail.com with:

- Your order number
- A short description of the problem
- Clear photos or a short video showing the damage, defect or incorrect item

Damaged or incorrect items must be reported within 48 hours of delivery. Defective items must be reported within 14 days of delivery. We use the delivery confirmation from your tracking information to review every claim, and we may not be able to approve claims reported after these windows.

In most cases you will not need to send the item back. If we do need it returned, we will let you know and send you instructions.

Refunds

Once your claim is approved, we will either ship a replacement or issue a refund to your original payment method, whichever you prefer. Refunds are issued within 1 business day of approval, and we will email you a confirmation when the refund is processed. Your bank or card provider may take 5–10 business days to post the refund to your account.

Late or Missing Refunds

If you have not received your refund after 10 business days, please check with your bank or card provider first, then email us at snugora1@gmail.com and we will look into it.

Order Cancellations

You can cancel your order for a full refund at any time before it has been handed to the carrier. Email us at snugora1@gmail.com as soon as possible with your order number. Once an order has shipped, it can no longer be cancelled.

Customers in the European Union and United Kingdom

If you live in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason. To use this right, email us at snugora1@gmail.com within 14 days of delivery. The item must be returned unused and in its original packaging within 14 days of telling us you want to cancel, and the cost of return shipping is your responsibility. We will refund the price of the item within 14 days of receiving it back.

Before Contacting Your Bank

If you have any problem with your order or a charge on your statement, please contact us first at snugora1@gmail.com. We respond within 1 business day and can resolve most issues immediately. Opening a payment dispute prevents us from refunding you directly until the dispute is closed, which usually takes far longer than letting us fix it.

Your Legal Rights

Nothing in this policy limits any rights you have under the consumer protection laws of the place where you live.

Questions

Email us at snugora1@gmail.com and we will be happy to help.

Last updated: October 8, 2026