RETURN AND REFUND POLICY — SNUGGLE BUDDY

At Snuggle Buddy, your satisfaction and trust are our priority. If you are not completely happy with your order, we are here to help. Please see our return process and policies below.

OUR 30-NIGHT RISK-FREE TRIAL

We believe in Snuggle Buddy, so we offer a 30-night risk-free trial. If your dog has genuinely tried Snuggle Buddy and it has not helped them settle calmer or sleep easier, contact us within 30 nights of delivery and we will arrange a refund, even if the product has been used. We simply ask that you tell us a little about how you used it, so we can help and keep improving.

RETURNS OF UNUSED ITEMS (CHANGE OF MIND)

If you have changed your mind and the item is still unused, you may return it within 30 days of delivery.

To be eligible for a change-of-mind return, the item must be:

In its original packaging, including the box and any inserts In the same condition as upon receipt Unused, unwashed, and free of any signs of use, dirt, or damage

All change-of-mind returns are inspected with a careful quality check on arrival. Items that show signs of use, washing, odour, or damage do not qualify as a change-of-mind return and will not be refunded under this section. (This does not affect your 30-night trial rights above, or your legal rights if an item is faulty.)

Orders in transit cannot be cancelled or modified. After 30 days from delivery, change-of-mind refunds or exchanges are no longer offered.

COMMON REASONS FOR RETURNS AND SOLUTIONS

Product defects or quality problems: If your Snuggle Buddy has manufacturing defects or quality issues, we will send you a replacement free of charge, or offer you a partial refund and you keep the item.

Incorrect or missing item received: If you receive an incorrect item or if an item is missing from your package, contact us and we will send you the correct item free of charge.

Damaged package on arrival: If your order arrives damaged, we will send you a replacement free of charge.

Delivery delay: If your order arrives more than 20 business days after the shipping date, you are eligible for £10 compensation.

Change of mind: If you decide you no longer want the item and it is still unused, you can return or exchange it. Return shipping costs are the responsibility of the customer.

HOW TO RETURN YOUR ORDER

If you need to return all or part of your order, please follow the steps below:

Contact us: Send us an email at info@snugglebuddy.com within 30 days of receiving your order. Include your order number, the reason for the return, and clear photos of the item.

Approval and return address: Our team will confirm whether your return is accepted and provide you with the correct return address (our central warehouse in Asia). Note: The return will be cancelled after 14 days if no response is received.

Prepare your return: Pack the item(s) securely in the original packaging, including the box and any inserts.

Ship the return: Send the package to the provided return address and share the tracking number with our team. Return shipping costs are the responsibility of the customer. We strongly recommend using a tracked shipping method, as we cannot be held responsible for lost return shipments.

Refund process: Once we have received and inspected your returned item(s), we will process your refund within 5 to 10 business days via the original payment method.

NON-RETURNABLE ITEMS

The following cannot be returned as a change-of-mind return:

Items that have been used, washed, or show any signs of use (unless faulty, or covered by the 30-night trial) Items returned without their original packaging Original shipping costs are non-refundable

DAMAGED OR INCORRECT PRODUCTS UPON ARRIVAL

If your Snuggle Buddy was damaged or incorrect upon arrival:

Take clear photos of the item on a flat surface where the defect is clearly visible. Send the photos and a description of the problem to info@snugglebuddy.com within 5 days of receiving your order.

We'll send you a replacement free of charge. If a second defect occurs, we'll provide you with a full refund.

ORDER CANCELLATION

Once an order is placed, we will not be able to cancel it after 60 minutes, as your order will already be in processing.

LOST OR STOLEN PACKAGES

Snuggle Buddy is not responsible for lost or stolen packages confirmed as delivered to the address provided. Upon request, we will confirm the delivery details so you can investigate further.

CONTACT US

Any questions? Our team is here to help!

Email: info@snugglebuddy.com — We respond within 24 to 48 hours

Thank you for choosing Snuggle Buddy. We are here to help your dog feel calm, safe, and settled.

Snuggle Buddy — Comfort that feels like home.