Overview
We want you to feel confident shopping with Snuzzleberry. We take care in packing every order, but occasionally something may arrive damaged, faulty, or not quite right.
Please read the refund and returns policy below before requesting a return. Do not send any item back to us unless we have authorised the return first. This is important because we may provide specific return instructions or a return label where appropriate. Returns sent without prior authorisation may not be accepted.
Sale or Return / Exchanges
We do not offer a sale or return service or direct exchanges. If you would like a different item, the original item must be returned in line with this policy and a new order placed separately.
1. Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 7 days of delivery.
When you get in touch, please include your order number, the name of the item, and a clear photo showing the issue if possible. This helps us resolve things quickly.
Depending on the situation, we may offer a replacement, refund, partial refund, or another appropriate solution. In most cases, we will not ask you to return a damaged or faulty item, but if we do need it sent back, we will provide instructions first.
2. Missing Items
If something is missing from your order, please let us know within 7 days of delivery. Please include your order number and the name of the missing item.
We will investigate the issue and, where appropriate, offer a replacement or refund.
3. Incorrect Items Sent
If you receive an item you did not order, please contact us within 7 days of delivery.
We will let you know what to do next. If the item needs to be returned, we will provide return instructions and, where appropriate, a return label. Once confirmed, we will arrange a replacement or refund as appropriate.
4. Ordered in Error
If you ordered the wrong item, or ordered too many, please contact us within 14 days of receiving your order to request a return.
Items must be unused, unopened, and in their original condition and packaging. We must authorise the return before anything is sent back. If your return is approved, we will provide instructions.
Return postage costs for items ordered in error are the responsibility of the customer unless otherwise agreed in advance.
5. Change of Mind
If you change your mind after receiving your order, you have the right to request a return within 14 days of delivery.
To start a return, please contact us in writing within that 14-day period. Once your return is approved, the item must be sent back within 14 days of return authorisation.
Returned items must be:
- unused
- unopened
- in their original packaging
- in a resaleable condition
We will inspect returned items once they arrive. If the goods are returned in a condition that is not suitable for resale, we may reduce the refund amount or decline the refund where permitted.
Original delivery charges are non-refundable unless the return is due to our error, or the item is faulty or not as described.
6. Items That Cannot Be Returned
For hygiene, safety, and product integrity reasons, some items cannot be returned unless we specifically request their return. These include:
- Items that have been opened, used, or are not in their original condition
- Earrings, unless unopened and in original sealed packaging
- Hygiene-sensitive items such as bath and body products once opened
- Personalised or custom-made items
- Perishable goods (such as botanicals or natural products with limited shelf life)
- Digital downloads or digital products (where applicable)
If an item from the above categories arrives faulty, damaged, or not as described, please contact us within 7 days of delivery. We will assess the issue and, where appropriate, offer a refund, replacement, or another suitable resolution. In many cases, we may not require the item to be returned.
Please do not return any items without contacting us first and receiving return instructions.
7. Return Process
To request a return, please contact us first with your order number and details of the issue or reason for return.
If your return is approved, we will send you instructions and, where appropriate, a return label. Returns sent without prior authorisation may not be accepted.
8. Refunds
Once your return has been received and inspected, we will let you know if your refund has been approved.
If approved, your refund will be made to your original payment method within a reasonable time. Please note that it can take a few working days for your bank or payment provider to process the refund after it has been issued.
9. Contact Us
To request a return or report an issue, please contact us:
Email: returns@snuzzleberry.com
Phone: +44 (0)7742 017 479 (Email preferred for faster resolution)
If a return is required, we will provide the correct return address and instructions. Please do not send items to our registered office unless instructed.
Registered Office:
Snuzzleberry Ltd
Suite 149, Unit A
82A James Carter Road
Mildenhall, Suffolk
IP28 7DE
United Kingdom
This policy does not affect your statutory rights.