Refund policy

Return and Refund Policy

At SnugPaws, we want you to be happy with your order. Please read our return and refund policy below before purchasing.

Change of mind returns

We accept change of mind returns within 30 days of delivery, provided the item is:

• Unused
• In its original condition
• In its original packaging where possible
• Not damaged, marked, washed or altered

To start a return, contact us at support@snugpaws.au with your order number and reason for return.

Customers are responsible for return shipping costs for change of mind returns. We recommend using tracked postage, as we cannot refund items that are lost during return shipping.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us at support@snugpaws.au within 7 days of delivery.

Please include:

• Your order number
• A clear photo or video of the issue
• A short description of the problem

Once reviewed, we will offer a suitable remedy in line with Australian Consumer Law, which may include a replacement, repair or refund depending on the issue.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

This policy does not limit or replace your rights under Australian Consumer Law.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Shipping costs

Original shipping costs are non-refundable unless the item is faulty, damaged, incorrect, or not as described.

For orders with free shipping, refund amounts may exclude any return postage costs unless required under Australian Consumer Law.

Order cancellations

If you need to cancel your order, please contact us as soon as possible at support@snugpaws.au.

If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund. If your order has already been processed or shipped, you may need to wait for delivery and request a return.

Delivery issues

If your order has not arrived within the estimated delivery window, please contact us at support@snugpaws.au and we will help investigate the delivery status.

Please make sure your shipping details are correct at checkout. SnugPaws is not responsible for delays or failed deliveries caused by incorrect or incomplete addresses provided by the customer.

Contact us 

For returns, refunds or order issues, contact us at:

support@snugpaws.au