REFUND AND RETURNS POLICY - SNUGPETSHOP
At SnugPetShop, we want both you and your pet to be completely satisfied with our products. If, for any reason, you're not happy with your purchase, we offer a returns and refund policy to ensure your shopping experience is as smooth as possible.
RETURNS:
1. Return Period
You have up to 14 calendar days from the date of receipt of your order to request a return, in accordance with UK consumer protection laws. After this period, we are unable to offer refunds or exchanges.
2. Return Conditions
The product must be in unused, undamaged condition and in its original packaging. Items such as toys or pet beds should show no signs of use or damage in order for us to process the return.
3. Items Not Eligible for Return
Some items cannot be returned for hygiene reasons, such as:
- Used pet clothing and accessories.
- Customised products.
4. Discounted Products
For products purchased with a discount, the refund will be issued only for the amount actually paid by the customer, considering the discount applied. The shipping cost will not be refunded.
5. Return Process
To initiate the return process, please contact our customer support team via email: contact@snugpetshop.com
You will need to provide the order number, the item to be returned, and the reason for the return. After verification, we will provide details on how to return the product.
REFUNDS
1. Full Refund
If the return is accepted, a full refund will be issued to the original payment method, including the cost of the product and any shipping fees paid at the time of purchase (if applicable). The refund will be processed once the returned item has been received and inspected.
2. Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases where the product was delivered incorrectly or with a defect. In the case of our mistake, we will refund the return shipping costs.
3. Processing Time
The refund will be processed within 14 calendar days after the returned item has been received. The amount will be credited to the original payment account. Depending on your payment method, it may take a few days for the refund to appear on your statement.
EXCHANGES
1. Product Exchanges
If you wish to exchange a product, for example, due to an incorrect size or dissatisfaction with the item, you may return the original product within 14 days and make a new purchase. We do not offer direct exchanges, but the return credit can be used for a new order.
2. Damaged or Defective Items
If the product you received is damaged or defective, please contact us immediately so we can arrange a return at no cost to you and send a replacement product.
ORDER CANCELLATIONS
If you wish to cancel an order before dispatch, please contact us as soon as possible. If the order has already been dispatched, you will need to follow the return process described above.
EXCEPTIONS
Used, damaged, or items not in their original packaging are not eligible for return or refund. If the product has been opened or used inappropriately, it will not be accepted for a refund.
CONTACT
If you have any questions about our refund policy or need assistance with the return process, our customer support team is available to help.
Email: contact@snugpetshop.com