Refund policy

We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order, we are happy to take back the product and issue you a full refund of your purchase.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a return, you can contact us at: support@snugglepets.com.au or 1300 137 592. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return might not be accepted.

You can always contact us for any return question at: support@snugglepets.com.au

 

Warranty Claims, Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Kindly note that warranty does not cover:

  • Damage caused by misuse
  • Accidental damage
  • Normal wear and tear

Please provide details of the issue, including any pertinent information such as:

  • Order ID
  • If applicable, a manual indicating missing parts
  • Images/videos clearly showcasing the issue in case of any faults.

Kindly submit images/videos in the recommended size and format to ensure optimal visibility for our team and make a thorough assessment. Further, we advise you to not open any payment disputes like PayPal disputes, as it may cause unnecessary delays. 

Please do not dispose of faulty items unless instructed, as inspection or return may be required.

 

Change of Mind Returns

Generally, accept change-of-mind return requests within 14 days of delivery, provided that:

  • The item is unused and unopened.
  • The item is returned in original packaging.
  • The item is in resalable condition.

Kindly note that change-of-mind returns are not accepted for:

  • Health and hygiene related products
  • Bulk purchase orders
  • Items that have been opened or used

Some products may have different return conditions, which will be noted in the product description or will be communicated in the return request emails.

 

Return Postage & Restocking Fee

If a change-of-mind return is approved, a restocking fee of up to 10% of the item price and shipping cost may apply, and return postage may be deducted from the refund. These conditions are based on our supplier return policies.

Refunds are processed after the returned item is received and inspected.

If an order is returned due to incorrect delivery information, being unclaimed, or refused at delivery, it will be treated as a change-of-mind return and the same conditions will apply.

 

Order Cancellation Before Delivery

If you request cancellation after dispatch, we may need to arrange a return-to-sender process. In such cases, a 10% restocking fee may apply and refunds will be processed after the item is returned to the warehouse.

 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on special sale items or gift cards.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Contact Us

If you have any concerns about a return or refund, please feel free to contact us. We are always happy to work with you to find the most convenient and fair solution.