We want all our customers to be 100% happy with their purchase and we certainly hope you love your new Shnuggle product. If you have any questions or problems, please contact us first and we will try to help in any way we can, firstname.lastname@example.org.
However, if your mind is made up and you wish to return your purchase that is not a problem, we will do everything we can to make the process as easy as possible. Our returns policy is outlined below:-
1. You changed your mind
Firstly tell us by phone or email that you wish to return the item and why. You must then return the item to us (at your cost) in perfect unused condition within 14 days of receipt . Make sure you get proof of postage, and suitable insurance to cover the cost of the goods. Upon receipt we will issue you with a full refund.
2. Goods not as described
Firstly, we try to ensure that the description of our items is accurate, and we include as many photos as we can, so you are sure of what you are purchasing. However, if the item is not as described, please contact us within 14 days of receipt, and we will then arrange to collect the parcel at our cost, and issue you with a full refund.
3. Goods faulty / damaged
We hand assemble every basket right here in the UK, and every one is quality checked before we send it. If there is damage to the item in transit however, we will send you out a replacement part at our cost. Just contact us to describe the fault and we will resolve it as quickly as possible.
4. Fault under Guarantee
We guarantee our products for 12 months from the purchase date. This covers replacement parts shipped to you at our cost. If you need a replacement part under guarantee, simply contact us with details of your purchase date, place of purchase and we will get things sorted out for you quickly.
Please note that the guarantee does not cover the fabrics for a) wear & tear, b) damage due to not following the care label and c) stains or spills.