Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in good condition (normal use is fine), with all parts and accessories included, and returned within 30 days of delivery. Proof of purchase is required. Original packaging is appreciated but not required.

To start a return, contact us at hi@snugwell.com.au with your order number.

If your return is accepted, we’ll send you the return address and instructions on how to send your package. For change-of-mind returns, you’re responsible for arranging and paying for return shipping. We recommend using a tracked service, as we can’t refund items that don’t reach us. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hi@snugwell.com.au.

Damages and issues
Please inspect your order on arrival and contact us if the item is defective, damaged, or if you receive the wrong item. Send us your order number and a photo or short video of the issue, and we’ll make it right with a replacement, repair or refund. In most cases you won’t need to send the item back. If we do need it returned, we’ll cover the shipping cost.

Exceptions / non-returnable items
Gift cards cannot be returned. Sale items can be returned within 30 days under the same conditions as full-price items.

Exchanges
The fastest way to make sure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@snugwell.com.au.

Your rights
Our products come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in this policy limits your rights under that law, or under your local consumer laws if you’re outside Australia.