Refund Policy

Your 30 days start on the day your parcel is delivered, not the day you ordered — a pre-order never eats into your trial. Within those 30 days you can return the hoodie for a full refund of what you paid for it, for any reason at all. “It did not suit us” is a reason.

Yes, you can actually wear it. Wash it, nap in it, take it outside. We only ask that it comes back clean, free of damage beyond normal trial use, and with the booties, tags and any free gift included.

• Clean and dry — please launder it before sending it back if it has been worn.
• No tears, burns, pet hair, heavy staining or alterations.
• Complete: hoodie, closed booties, any hat and mittens set or bundle item that came free with it.
• Packed well enough to survive the trip — the original bag is ideal.

If a return arrives damaged beyond normal use or with items missing, we will email you photos and offer either a partial refund or the item back, posted to you at our cost.

• Email service@thesnugglewear.shop — or use our contact form — with your order number and what went wrong.
• We reply within 48h with the return address and a short returns note to pop in the box.
• Send the parcel back within 14 days of us confirming, and keep your tracking number.
• We inspect it the day it lands and email you to confirm the refund is on its way.

• Faulty, damaged or wrong item: we pay. Every time, worldwide.
• Changed your mind, wrong size or colour: you cover the return postage. Standard tracked post is fine, and we recommend tracking — until it reaches us, the parcel is your responsibility.
• Exchanges: you post the first one back, and we ship the replacement out free.
• Original shipping was free on every order, so there is nothing withheld there — you get the full product price back.

• We approve or query the return within 2 business days of it arriving.
• Approved refunds are issued to your original payment method within 3 business days.
• Your bank then takes 5–10 business days to show it — that part is out of our hands.
• Cancelled pre-orders are refunded within 3 business days of you asking, because nothing has shipped.

If it has been more than 10 business days since we confirmed a refund and you still cannot see it, email us with your order number and we will chase it with the payment processor ourselves.

• Returns requested more than 30 days after delivery, unless your local consumer law says otherwise.
• Items returned in unsellable condition — torn, altered, heavily soiled or smoke-damaged.
• Gift cards, and the Shipping Protection add-on once a parcel has shipped.
• The Mystery Box, which is non-returnable once opened unless an item inside arrived damaged.
• Parcels refused at customs or returned because an incorrect address was supplied — we refund the product minus the actual return carriage cost.

None of this affects your statutory rights, including the EU/UK 14-day right to cancel a distance purchase, which runs alongside — never instead of — the 30 days above.