Return & Exchange Policy

At Snugcraze, our top priority is ensuring you’re absolutely delighted with your purchase. We understand that sometimes things don’t go as planned, and that’s why we’ve crafted a flexible and transparent return and exchange process to help resolve any concerns.

Please read the following policy to understand how we handle returns and exchanges. If you have any questions or need further assistance, feel free to reach out to our customer support team at hello@snugcraze.com.

Our Returns Policy

We want you to love your personalised nursery night light, but if for any reason you’re not completely satisfied, we offer a 14-day return window from the date you receive your order to initiate a return or exchange.

To be eligible for a return, your items must meet the following criteria:
✦ Unused and in original condition
✦ In their original packaging, including any accessories, manuals, or free gifts that may have come with the product

If your return meets these conditions, we will happily assist you with your return or exchange.

Personalised or Custom-Made Products

Please note, personalised or custom-made products are non-returnable unless they are defective or damaged upon delivery. These include any items where you’ve selected a custom name, design, or special message.

However, if there is an issue with your personalised product, please contact us immediately, and we’ll do our best to resolve the issue to your satisfaction.

Damaged or Defective Products

We take great care in packaging and delivering your items, but if you receive a damaged or defective product, we want to make it right. Please follow these steps:

✦ Contact us within 24 hours of receiving your order to report any defects or damages.
✦ Provide clear photos of the damage or defect, including any visible packaging damage.
✦ We’ll arrange for a replacement or a refund depending on your preference.

If the product is found to be defective, we will cover all shipping costs associated with the return and send you a replacement as soon as possible.

How to Return an Item

Returning an item is simple. Just follow these easy steps

Contact Us

Email us at hello@snugcraze.com within 14 days of receiving your order. Please provide your order number, the reason for your return, and any relevant photos (in the case of damaged products).

Return Instructions

Once we’ve reviewed your request, we’ll provide you with detailed return instructions. You’ll be informed of the return address and any other necessary steps.

Send Your Return

Pack your items securely in their original packaging and send them to the address we provide. Please ensure the return is sent via a tracked shipping service for peace of mind. You are responsible for the cost of return shipping, unless the return is due to a defective or damaged item.

Please note: We recommend keeping your proof of postage until the return has been processed.

Exchanges

If you would like to exchange your item for another size, colour, or design, we can assist with that too. Just reach out to us within 14 days of receiving your order, and we’ll help facilitate the exchange. Please note that:

✦ The exchange will be subject to the availability of stock.
✦ You may need to cover the cost of return shipping, and shipping for the new item, depending on the reason for exchange.

Refunds

Once we receive your returned item(s) and inspect them, we’ll process your refund within 7-10 business days.
Please note:

✦ Refunds will be issued to the original payment method you used during checkout.
✦ Shipping costs are non-refundable, unless your return is due to a fault on our part (e.g., defective or damaged items).

Shipping costs are non-refundable, unless your return is due to a fault on our part (e.g., defective or damaged items).

Late Returns

To ensure the best experience for all our customers, we kindly ask that all returns and exchanges be made within 14 days of receiving your order. Unfortunately, we cannot accept returns or exchanges after this period, unless the item is defective or damaged.

Non-returnable Items

Some items are non-returnable, including:

✦ Personalised or custom-made items, unless defective or damage
✦ Personalised or custom-made items, unless defective or damaged
✦ Any items marked as “final sale”

Shipping costs are non-refundable, unless your return is due to a fault on our part (e.g., defective or damaged items).

Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible. We aim to process orders quickly, so cancellations must be requested within 24 hours of placing the order. After this period, it may not be possible to cancel the order, as it may have already been processed for shipment.

How to Contact Us

If you have any questions or need assistance with a return, exchange, or refund, don’t hesitate to get in touch with our customer service team:

Email: hello@snugcraze.com

We’re here to help and will do our best to ensure your experience with us is as smooth as possible.

Your Statutory Rights

lease note that nothing in this Return & Exchange Policy affects your statutory rights under UK law. You have the right to return faulty or misdescribed items under the Consumer Rights Act 2015.