Refund policy

More than anything, we want you to be pleased with your purchase! If something doesn’t look or feel right, please email us at support@snuggleden.com, and we’ll support you with your order!

By placing an order, you agree to all the terms mentioned below.

1. Cancellation or Modification

If you change your mind about your purchase, email us at support@snuggleden.com with your order number and the changes you'd like to make. We’ll confirm once the modification or cancellation has been processed.

Cancellations are only allowed within 2 hours of placing your order. After this time, we unfortunately cannot process any cancellation requests.

Please note:

  • A management and transaction fee (20% of your total order value) will be applied for cancellations.
  • We cannot guarantee timely delivery for orders requiring design modifications, especially during the holiday season.
  • Personalized orders are locked for processing immediately after the order is completed, so no adjustments can be made. Please double-check all details before completing the order.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

 

2. Replacement & Refund

Our policy lasts 7 days. If 7 days have passed since your delivery date, unfortunately, we can’t offer a refund or exchange.

At this time, we do not accept returns as our products are customized. We only offer replacements for defective items. If your item is defective, you don't need to return it; we will send a replacement for free.

Due to hygiene reasons and customization, we do not exchange or issue full refunds unless the item has a major problem, such as:

  • Significantly different from the description or sample shown.
  • Damaged due to our factory's or the carrier's fault.
  • Not what you ordered.

For other cases not mentioned above, we only offer partial refunds (excluding the shipping fee).

Please allow a 20% difference between advertised images and the actual item you received in terms of color due to lighting during photo shooting or the monitor's display.

To file a claim, please email us at support@snuggleden.com with the following information (required):

  • Order number
  • Video/photo of the defective product AND the label package

If the claim is related to a printing error, include photographs of the error. If it's related to print size or placement, include a measuring tape, stick, or ruler in the photos of the affected items.

  • Full delivery address
  • Contact telephone number

Our support team will review the photos/videos of the defective items. If eligible, we will resend the product at no additional cost. If sending a replacement is impractical, we will reimburse the full cost of the eligible product (including shipping).

We recommend contacting us about your order's eligibility for return or exchange before returning any product. If you return an order without consulting a representative, and it does not meet all our requirements, a refund will not be issued. You will be notified via email with available options on how to proceed.

 

3. Wrong Address Disclaimer

We are not responsible if your order is delivered to the wrong address or returned to the sender (as all items will be donated to charities and not returned to our warehouse) due to incorrect address input by the customer.

Replacements for these cases will not be free of charge, so please be extremely careful when entering your shipping address.

Customer service is our #1 priority, and we will do whatever we can to resolve issues. Thank you for considering SnuggleDen, and if you need further assistance, please contact us via support@snuggleden.com.

 

4. Low-Quality Photos Disclaimer

If the photos submitted are cut off, blurry, or of low quality, we are not responsible if the finished products do not meet your expectations. We have displayed the requirements for submitted photos to ensure the best outcome on our product page.

We highly recommend following our do's and don'ts to ensure the best quality products.

 

5. Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company/bank, as it may take some time before your refund is officially posted.

If you’ve done all of this and still have not received your refund, please contact us via email at support@snuggleden.com.