Refund policy
RETURNS
At Snuggle Threads, many of our pieces are personalised and made especially for you. Please read the following policy carefully before placing your order.
PERSONALISED PRODUCTS
Due to the personalised nature of our products, items made to your individual specifications or clearly personalised are non-returnable and non-refundable for change-of-mind purposes.
This does not affect your rights if an item arrives damaged, is faulty, is not as described, or there has been an error on our part.
Please carefully check all personalisation details before placing your order. We embroider the details entered at checkout and cannot accept responsibility for spelling mistakes, incorrect names, dates or other personalisation details provided by the customer.
Embroidery may begin shortly after your order is placed. Once production has started, personalised orders cannot be cancelled or changed unless required by your statutory consumer rights.
NON-PERSONALISED PRODUCTS
For non-personalised items purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.
Once you have notified us, the item must be returned within a further 14 days.
Returned items should be unwashed, in their original condition and, where possible, returned with their original packaging.
Return shipping costs for change-of-mind returns are the responsibility of the customer.
ORDER CANCELLATIONS
We allow orders to be cancelled within 4 hours of being placed, provided production or embroidery has not already begun.
After production has started, personalised orders cannot normally be cancelled or changed.
This cancellation policy does not limit any statutory cancellation rights that apply to non-personalised products.
DAMAGED, FAULTY OR INCORRECT ITEMS
If your order arrives damaged, is faulty, is not as described, or you receive an incorrect item, please contact us as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem, where applicable
Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement, price reduction or refund.
Where an item needs to be returned because it is faulty, damaged, incorrect or not as described, reasonable return costs will be covered by Snuggle Threads.
REFUNDS
Where a refund is due, it will be issued to the original payment method.
For eligible change-of-mind returns of non-personalised products, refunds will be processed in accordance with applicable consumer law once the returned goods have been received or you have provided evidence that they have been sent back.
Where required by law, the refund will also include the standard delivery charge paid when placing the order.
CARE & CUSTOMER DAMAGE
Please follow the care instructions provided for your Snuggle Threads products.
Damage caused by misuse, accidental damage, normal wear and tear or improper care is not considered a product fault.
This does not affect your statutory rights where a product is faulty or does not conform to the description provided.
COLOUR & PRODUCT VARIATIONS
Colours may appear slightly different in person due to variations in screen and device settings.
Minor variations in texture, knit, weave and embroidery placement may occur as part of the manufacturing and personalisation process and are not considered defects where they do not affect the quality, safety or intended use of the product.
CONTACT US
If you have any questions regarding a return, refund or your order, please contact us at:
Nothing in this policy affects your statutory consumer rights.