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returns and refunds

Returns & Refund Policy
Last Updated: 03/02/2025

At SnugPupp.com, we are committed to customer satisfaction. If you are not completely happy with your purchase, we offer a 14-day money-back guarantee. Please review our policy below for eligibility and terms.

1. Returns Eligibility
To be eligible for a return, the following conditions must be met:

  • The item must be returned within 14 days of the delivery date.

  • The item must be unused, in its original condition, and in the original packaging.

  • Proof of purchase (receipt or order confirmation) is required.

  • Certain items, such as perishable goods, personalized items, or clearance items, may not be eligible for returns.

  • We do not offer refunds for change of mind. If you wish to return an item for this reason, we will only provide an exchange or replacement.

2. How to Initiate a Return
To request a return, follow these steps:

  1. Contact our support team at snugpuppbyanna@gmail.com with your order number and reason for the return.

  2. Our team will provide return instructions and the return shipping address.

  3. Securely package the item and ship it back to us using a trackable shipping service.

3. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.

  • If a refund is approved, shipping fees from the original order are non-refundable.

4. Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed within 5-10 business days to the original payment method.

  • If the refund does not appear after 10 business days, please contact your bank or payment provider.

  • Refunds will not be issued for change of mind. Customers may request an exchange or replacement instead.

5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item:

  • Contact us within 7 days of delivery with clear photos of the issue.

  • We will arrange for a replacement or full refund at no extra cost.

6. Non-Returnable Items
Certain items are not eligible for return, including:

  • Gift cards

  • Final sale or clearance items

  • Used or damaged items not due to our error

  • Items returned outside the 14-day window

7. Exchanges
We currently do not offer direct exchanges. If you need a different item, please return the original item and place a new order.

8. Order Cancellations

  • Orders can be canceled within 12 hours of purchase for a full refund.

  • Once an order has been shipped, it cannot be canceled. You may request a return after delivery.

9. Changes to This Policy
SnugPupp.com reserves the right to update this Returns & Refund Policy at any time. Any changes will be posted on our website.

For any return or refund inquiries, please contact us at snuggpuppbyanna@gmail.com.