Returns & Refund Policy

At Snugwell Pets, we want your shopping experience to be straightforward and transparent. This Returns & Refund Policy explains how we handle returns, refunds, exchanges, damaged goods, and incorrect orders when you purchase from SnugwellPets.com.

This policy applies to purchases made through our online store and is intended to be read together with your statutory rights under applicable UK consumer law.

1. Returns

You may request a return within 30 days of the date your order was delivered.

To be considered for a return, the item should:

  • Be unused and in the condition in which it was received
  • Be returned with its original packaging where reasonably possible
  • Include any original components, accessories, or parts supplied with the product

Items that have been used, damaged, altered, or returned in a condition that makes them unsuitable for resale may not qualify for a refund, subject to your statutory rights.

2. Items That May Not Be Returnable

Certain products may be excluded from our voluntary 30-day return policy, including:

  • Products identified as final sale
  • Gift cards
  • Personalised or specially made items, where applicable

These exclusions do not remove or limit any rights you may have under applicable UK consumer law.

When you are uncertain about whether a particular item can be returned, please contact us before sending it back.

3. How to Request a Return

Please contact Snugwell Pets before returning an item.

Your return request should include:

  • Your order number
  • The name or details of the product you wish to return
  • The reason for your return

Email: contact@SnugwellPets.com
Phone: +44 7454 746865

After reviewing your request, we will provide the appropriate return instructions where the return is approved.

Please do not send products back to an address unless we have provided the relevant return instructions.

4. Return Shipping Costs

Unless an item is faulty, incorrect, or materially different from its description, the customer is responsible for the cost of returning an unwanted item under this return policy.

For your protection, we recommend using a delivery service that provides tracking or proof of postage.

Where a return is the customer's responsibility, Snugwell Pets cannot accept responsibility for items that are lost or damaged while being returned to us.

5. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us as soon as reasonably possible after delivery.

Provide your order number and, where useful, photographs or other information that may help us understand the issue.

We will assess the circumstances and, where appropriate, arrange a suitable remedy such as a replacement or refund.

Your statutory consumer rights remain unaffected.

6. Refunds

Once an approved return has been received and inspected, we will confirm whether the refund has been authorised.

Where a refund is approved:

  • The refund will normally be sent back using the original payment method
  • The time required for the money to appear in your account may depend on your bank or payment provider
  • Additional processing time may apply after we have initiated the refund

We do not guarantee a specific timeframe for the appearance of funds in your account where the delay is caused by a bank or third-party payment provider.

7. Exchanges

We may be able to arrange an exchange where an alternative product is available.

Please contact us before returning the item so that we can check availability and explain the available options.

An exchange is subject to product availability and any applicable return conditions.

8. Returns That Do Not Meet the Requirements

Where a returned item does not meet the applicable return conditions, we may be unable to provide a refund under this voluntary return policy.

Examples may include products that have been used, significantly damaged, modified, or returned without required components.

This section does not limit any statutory rights that may apply where goods are faulty, misdescribed, or otherwise covered by mandatory consumer protections.

9. Late or Missing Refunds

If a refund has been approved but has not yet appeared in your account, please:

  1. Check your bank or card account again.
  2. Contact your payment provider or bank to ask whether the payment is still being processed.
  3. Contact Snugwell Pets if the refund remains outstanding after allowing reasonable processing time.

Please have your order details available so that we can investigate the matter efficiently.

10. Statutory Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or replace any legal rights you may have under applicable UK consumer protection legislation.

Where the law provides you with a remedy that differs from the voluntary return arrangements described in this policy, your statutory rights will continue to apply.

11. Contact Snugwell Pets

For return, refund, or exchange enquiries, please contact us using the details below:

Snugwell Pets
Operated by: Eugene Dela Torre
Address: 11 The Precinct, Romiley, Stockport SK6 4EB, UK

Phone: +44 7454 746865
Email: contact@SnugwellPets.com
Website: SnugwellPets.com

Opening Hours:
Monday to Sunday: 10:00 AM – 04:00 PM