Refund policy

CANCELLATION POLICY

Last updated: September 20, 2026

At SNUG PAW, all orders are processed and prepared right after they are confirmed. Because of this, we do not accept cancellations once an order has been placed.

Why can't I cancel?

Once payment is confirmed, our fulfillment process starts automatically, so we are not able to stop or modify the order.

What if my order has already shipped?

Once an order has been dispatched, it cannot be canceled. If you would like to return the product, please wait until you receive it and contact us to start a return under our Return Policy.

Exceptions

We will only consider a cancellation in these cases:

  • A serious error on our part (for example, the wrong product was sent)
  • A duplicate order caused by a verifiable technical error

Having a problem with your order?

Contact us at snugpaws415@gmail.com and we will do our best to help.

By placing an order in our store, you acknowledge that you have read and accepted this Cancellation Policy.

RETURN POLICY (30 DAYS)

Last updated: September 20, 2026

You have 30 days from the day you receive your SNUG PAW heartbeat plush to request a return.

To be eligible, the item must be in the same condition in which you received it: unused, undamaged, in its original packaging and with all included accessories (the plush and the heart device). You will also need your receipt or proof of purchase.

To start a return, contact us at: snugpaws415@gmail.com

Important: We do not accept returns without prior authorization by email.

If your return is approved, we will send you instructions to complete the process. In some cases, we may provide a prepaid shipping label, depending on your country and the case.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please check your order when it arrives. If your item arrives damaged, defective or different from what you ordered, contact us as soon as possible at snugpaws415@gmail.com. We will review your case and offer a replacement or a refund, as appropriate.

ITEMS THAT CANNOT BE RETURNED

We do not accept returns of items that:

  • have been used or altered
  • are not in their original packaging
  • show damage not caused by manufacturing or shipping

We also do not accept returns of:

  • items on final sale (if applicable)
  • gift cards

If you have any questions, please write to us before sending back any item.

EXCHANGES

We do not make direct exchanges. If you would like a different model or variant, the fastest way is to:

  1. Request a return of your current item (if applicable), and
  2. Place a new order for the one you want.

ORDERS SHIPPED TO THE EUROPEAN UNION

If your order is shipped to a European Union country, you may have a 14-day withdrawal period to cancel or return your purchase without giving a reason. The item must be unused, in its original condition and in its original packaging. (Exceptions may apply depending on the product type and local regulations.)

REFUNDS

We will notify you once we receive and inspect your return. If your refund is approved, it will be issued to your original payment method.