Refund policy

RETURN POLICY

Last updated: June 10, 2026

Our Promise We want you and your cat to be completely happy with every purchase. If something isn't right, we'll work with you to make it right.

30-Day Return Window We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In its original packaging with all tags and accessories included
  • Accompanied by proof of purchase (your order number or confirmation email)

How to Start a Return

  1. Email us at support@snuggycats.com with your order number and reason for return
  2. We'll respond within 1–2 business days with return instructions
  3. Ship the item back using a trackable shipping method
  4. Once received and inspected, we'll process your refund within 5 business days

Non-Returnable Items The following items cannot be returned:

  • Items that have been used, soiled or show signs of wear
  • Personalised or custom-printed items (mugs, t-shirts, phone cases, pillow covers) — unless they arrived damaged or defective
  • Items marked as "Final Sale" at the time of purchase
  • Gift cards

Return Shipping Costs Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Damaged or Wrong Items If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery with a photo of the issue. We will send a replacement or issue a full refund at no cost to you — no return shipping required.

REFUND POLICY

Last updated: June 10, 2026

Refund Eligibility Once your returned item is received and inspected, we will notify you by email. Approved refunds are processed within 5–7 business days and returned to your original payment method.

Full refunds are issued for:

  • Items returned in original condition within 30 days
  • Damaged or defective items
  • Wrong items sent
  • Orders lost in transit (after investigation)

Refunds are NOT issued for:

  • Change of mind after 30 days
  • Used or damaged items returned by the customer
  • Personalised or custom items (unless defective)
  • Orders with an incorrect address provided by the customer

Partial Refunds Partial refunds may be granted at our discretion for items returned in a condition that slightly differs from original. We will communicate this with you before processing.

Refund Timeline

  • Credit / Debit Card: 5–10 business days after approval
  • PayPal: 3–5 business days after approval
  • Store Credit: Issued instantly upon approval

If you haven't received your refund after 10 business days, please contact us and we will investigate with your bank or payment provider.

Order Cancellations Orders can be cancelled for a full refund if requested within 24 hours of placing the order, before it is dispatched. After dispatch, our standard return policy applies. To cancel, email support@snuggycats.com immediately with your order number.