Refund policy
Return and Refund Policy
We offer a voluntary 30-day return policy, which means you can request a return within 30 days after receiving your item.
The statutory 14-day right of withdrawal described below applies only to orders shipped to an address within the European Union.
1. Voluntary 30-Day Return Policy
To be eligible for a return under our voluntary 30-day return policy, your item must be:
- Unworn and unused
- With tags attached
- Preferably in its original packaging
- Accompanied by a receipt or other proof of purchase
To start a return, contact us at contact@snugglecollective.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first contacting us may be refused.
Return address:
Snuggle Collective
Eckenheimer Landstraße 97
60318 Frankfurt
Germany
Non-returnable items under this policy include personalized items, gift cards, sale items, and other items excluded by law.
This voluntary return policy does not affect any statutory rights you may have, including your rights in relation to defective goods.
2. EU Right of Withdrawal
If your order is shipped to an address within the European Union, you have the right to withdraw from the contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party named by you (who is not the carrier), takes possession of the goods.
To exercise your right of withdrawal, inform us by a clear statement (e.g. by email or post):
Snuggle Collective
Eckenheimer Landstraße 97
60318 Frankfurt
Germany
E-Mail: contact@snugglecollective.com
You may use a model withdrawal form, but this is not mandatory. To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.
Reimbursement
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day we are informed of your decision. This excludes any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered.
We will use the same means of payment you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent them back, whichever is earlier.
Returning the Goods
You must send back the goods without undue delay and no later than 14 days from the day you communicate your withdrawal to us. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized, and may not apply in other statutory exception cases. Your statutory rights regarding defective goods remain unaffected.
3. Damaged, Defective, or Wrong Items
Please inspect your order upon arrival and contact us immediately at contact@snugglecollective.com if the item is defective, damaged, or if you received the wrong item. We will review the issue and work with you to resolve it appropriately.
4. Refunds
For returns under our voluntary 30-day return policy, we will notify you after we have received and inspected the returned item and let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method.
Please note that it may take some additional time for your bank or credit card provider to process and post the refund.
For withdrawals under the statutory EU right of withdrawal, the reimbursement timing is governed by the legal rules stated above.
