Returns & Refunds

SNUG BUDDY – RETURNS, REFUNDS & CARE POLICY

At Snug Buddy, we design products to elevate your travel experience through comfort, quality, and thoughtful design. To maintain these standards, we operate a clear and considered policy outlined below.

1. 30-Day Peace of Mind Guarantee

We offer a 30-day refund window from the date your order is delivered.

To be eligible for a refund:

  • Items must remain unused, unwashed, and in original condition
  • Items should be kept in their original packaging where possible

We reserve the right to decline refunds where items show signs of use beyond reasonable inspection.

2. Hygiene & Product Integrity

Snug Buddy products are designed for personal comfort and travel use, and we uphold strict hygiene standards.

As such:

  • Items that have been used during travel, worn extensively, or washed may not be eligible for a refund
  • This ensures every customer receives a product that meets our quality and cleanliness expectation.

3. Damaged or Faulty Items

In the unlikely event your item arrives damaged or faulty, please notify us within 48 hours of delivery.

To assist us in resolving this promptly, we require:

  • Clear photo or video evidence of the issue
  • Images of the packaging upon arrival
  • Your order number and proof of purchase

Claims submitted outside this timeframe or without sufficient evidence may not be accepted.

4. Review & Resolution

Each claim is carefully reviewed by our team.

Where a claim is approved, we will offer:

  • A replacement item, subject to availability, or
  • A refund to your original payment method

Refunds are processed within 5–10 business days following approval. Please allow additional time for your bank or provider to complete the transaction.

5. Returns Policy

To maintain the integrity of our products, we do not accept general returns.

Refunds are not provided for:

  • Change of mind
  • Incorrect selections made at checkout
  • Personal preference after delivery

6. Delivery & Responsibility

Please ensure all delivery details are accurate at checkout.

  • Once an order is marked as delivered, responsibility transfers to the customer
  • Snug Buddy cannot be held responsible for:
    • Incorrect shipping information
    • Missed deliveries
    • Parcels lost or stolen after confirmed delivery
  • Delivery time - 2-10 working days 

7. Refund Method

All refunds are issued to the original payment method used at checkout.

We are unable to process:

  • Alternative payout methods
  • Transfers to different accounts

8. Promotions & Limited Releases

From time to time, we offer exclusive promotions and limited releases.

Items purchased under these conditions may be:

  • Non-refundable, or
  • Eligible for store credit, at our discretion

9. Fair Use & Protection

To ensure fairness across our community, we reserve the right to:

  • Decline claims where evidence is insufficient
  • Refuse repeated or excessive claims
  • Take appropriate action in cases of suspected misuse or fraudulent activity

10. International Orders

For international deliveries:

  • Customers are responsible for any customs duties, taxes, or import fees
  • Delivery times may vary depending on destination

11. Your Rights

This policy is designed to be fair and transparent, and it operates alongside your statutory rights under applicable consumer law.

12. Agreement

By purchasing from Snug Buddy, you acknowledge that you have read and agreed to this policy.

13. Contact

For support or claims, please contact: support@snugbuddy.co.uk

Kindly include:

  • Order number
  • Full name
  • Supporting evidence (if applicable)

Snug Buddy reserves the right to refine or update this policy to reflect improvements in our service and customer experience.