Terms of service

Overview

Welcome to SnugWell. In these terms, “SnugWell”, “we”, “us” and “our” refer to SnugWell, which operates the website snugwell.com.au and the products, content and services offered through it (the “Services”). Our store is powered by Shopify.

These Terms of Service (“Terms”), together with our Privacy Policy, Refund Policy and Shipping Policy, set out your rights and responsibilities when you use the Services. By using the Services or placing an order, you agree to these Terms. If you don’t agree, please don’t use the Services.

Your consumer rights. Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, the UK Consumer Rights Act 2015, or any other consumer protection law that applies to you and cannot lawfully be excluded. If anything in these Terms conflicts with those laws, those laws prevail.

1. Access and your account

You must be 18 or older, or have permission from a parent or guardian, to place an order.

When you order, you’ll give us information such as your email, billing, payment and delivery details. Please make sure it’s accurate and up to date. You’re responsible for keeping your account login secure.

2. Our products

We do our best to show our products accurately. Colours may look slightly different on your screen depending on your device.

We may update product descriptions, discontinue products, or limit quantities per customer or region.

3. Health disclaimer

SnugWell products are designed for comfort and support. They are not medical devices and are not intended to diagnose, treat, cure or prevent any disease or medical condition.

Everyone’s body is different, and individual experiences vary. Customer reviews and testimonials describe personal experiences only. If you have a medical condition, are pregnant, are recovering from surgery or injury, or have ongoing pain, please speak with your doctor or health professional before use. Stop using a product if it causes discomfort.

4. Orders

Placing an order is an offer to buy. We accept your order when we confirm it and receive payment. We may decline or cancel an order, for example if a product is out of stock, a price was clearly listed in error, or we suspect fraud. If we cancel an order you’ve paid for, we’ll refund you in full.

Products are for your own personal or household use, not for commercial resale.

5. Prices and payment

Prices may change, but you pay the price shown when you place your order. Promotions may have their own terms, and those terms apply if they conflict with these Terms.

Prices for Australian orders are in AUD and include GST. Prices for overseas orders are shown in your local currency. Any taxes we collect are shown at checkout before you pay. Depending on your country, import duties or taxes may also apply on delivery.

You confirm that you’re authorised to use the payment method you provide.

6. Shipping and delivery

Delivery times shown on our website are estimates. We’ll dispatch your order within a reasonable time. Delays caused by carriers, customs or events outside our control can happen. If your order hasn’t arrived within a reasonable time, contact us and we’ll help.

Full details are in our Shipping Policy.

7. Returns, refunds and the 30-night trial

Our 30-night trial and change-of-mind returns are set out in our Refund Policy. The trial is in addition to your rights under consumer law. If a product has a major failure, you can choose a refund or replacement, and you may be entitled to compensation for other reasonably foreseeable loss. These rights apply regardless of what our Refund Policy says.

8. Intellectual property

The SnugWell name, logo, website content, images, videos and product designs are owned by or licensed to SnugWell and are protected by Australian and international law. You may use the website for personal, non-commercial purposes only. Please don’t copy, reproduce or reuse our content without our written permission.

Shopify’s name and logo are trademarks of Shopify. Other names and logos on the site belong to their respective owners.

9. Third-party tools and links

Our website may include tools from third parties (such as payment, review, chat or tracking apps) and links to other websites. We don’t control them, and their own terms and privacy policies apply. We’re not responsible for third-party websites or their content.

10. Relationship with Shopify

SnugWell is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our store are made directly with SnugWell. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and SnugWell, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with SnugWell.

11. Privacy

We handle your personal information in line with our Privacy Policy. Because our store is hosted by Shopify, Shopify and our service providers process some information to run the store, and some of them are located outside your country.

12. Reviews and feedback

If you send us a review, photo, video, suggestion or other content (“Feedback”), you give us a free, worldwide, ongoing licence to use, edit and publish it, including in marketing. We’ll only use your full name or an identifiable image of you with your consent.

Your Feedback must be honest, must be your own, and must not be unlawful, offensive or infringe anyone else’s rights. If you received a free product or other incentive, please say so. We may remove Feedback that breaks these rules, but we won’t remove genuine reviews just because they’re negative.

13. Errors on the site

Sometimes the site may contain errors in descriptions, prices, offers or availability. We’ll correct them when we find them. If an error affects an order you’ve placed, we’ll contact you and give you the choice to proceed at the correct price or cancel for a full refund.

14. Using the site properly

You must use the Services lawfully. Please don’t harass or harm others, post false or misleading information, impersonate anyone, send spam, upload viruses or malicious code, scrape or copy the site, collect other people’s personal information, or interfere with the site’s security.

We may suspend or close an account that breaks these rules.

15. Information on the site

General information on our website, blog and social media is for general interest only and isn’t medical advice. We aim to keep it accurate but can’t guarantee it’s complete or up to date. We don’t guarantee the website will always be available or error-free.

16. Our liability

Your consumer law rights always apply (see Overview). Subject to those rights, and to the extent the law allows:

• we’re not liable for loss that wasn’t reasonably foreseeable when you placed your order; and
• we’re not liable for business losses such as lost profit, revenue or business opportunity, because our products are for personal and household use.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can’t be limited by law.

17. Your responsibility

If you break these Terms or the law when using the Services, and that causes us loss or a claim from someone else, you’re responsible for that loss, except to the extent we caused or contributed to it.

18. Ending your access

We may suspend or end your access to the Services if you seriously or repeatedly break these Terms. This doesn’t affect any order we’ve already accepted or your consumer rights for it.

19. Changes to these Terms

We may update these Terms from time to time. The latest version is always on this page, with the date it was last updated. Changes don’t affect orders you’ve already placed.

20. General

If any part of these Terms is found to be invalid, the rest still applies. If we don’t enforce a right straight away, we haven’t given it up. These Terms and our policies are the whole agreement between you and us about the Services. We may transfer our rights under these Terms to a business that takes over SnugWell, provided your rights aren’t reduced. Headings are for convenience only.

21. Governing law

These Terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction. If you live in New Zealand, the United Kingdom or another country, you keep the protection of the mandatory consumer laws of your country and can bring a claim in your local courts.

22. Contact us

Questions about these Terms? Email us at hi@snugwell.com.au.

Last updated: 23 October 2026