Refund policy

We understand that sometimes a return is necessary. We are here to make the process as clear and straightforward as possible while ensuring fairness for both our customers and our workshop.

As our furniture is designed specifically for children, we maintain exceptionally strict quality, safety, and hygiene control standards.

1. Return Window & Eligibility (Change of Mind)

Under the UK Consumer Contracts Regulations, you have a statutory right to change your mind and cancel your order within 14 days of receiving your items. At Snuglee, we voluntarily extend this return window to 30 days from the date of delivery.

To be eligible for a return due to a change of mind, the product must meet the following strict criteria:

  • Completely Unassembled: The item must NOT have been partially or fully built or assembled. Once a flat-pack bed has been bolted or assembled, it cannot be returned as it is no longer in a "re-sellable as new" condition.

  • Unused & Unslept In: Due to health, safety, and hygiene regulations, mattresses, pillows, and bedding items cannot be returned once their original vacuum-sealed protective packaging has been opened or tampered with.

  • Original Packaging: Items must be in their original, undamaged branded packaging, complete with all hardware packs, accessories, and instructions.

  • Proof of Purchase: A valid receipt or order confirmation number is required.

Please Note: We reserve the right to reduce your refund amount (up to 100% of the product value) if the item is returned to us in a condition that shows it has been handled beyond what is acceptable in a physical retail store (e.g., product packaging torn, parts scratched during assembly attempts, missing accessories, or items used).

2. Return Shipping, Collection & Warehouse Fees

As children’s beds and furniture are large, heavy, and bulky items, customers are responsible for the cost of returning the item to our warehouse. You have two options:

  • Option 1: Arrange Your Own Courier You can return the product using an established, tracked delivery service at your own expense. You must provide us with the tracking number and retain proof of postage. If you choose this option and the item is lost or damaged in transit by your courier, we will be unable to issue a refund.

  • Option 2: Snuglee Scheduled Collection Service (£49 Fee) For your convenience, we can arrange a collection with our partner courier service to retrieve the bulky items from your property. A non-refundable Collection Fee of £49.00 per item will apply and will be deducted directly from your final refund amount.

    Please note that all packages must be securely taped, fully protected, and made easily accessible at the main entrance of the property on the ground floor, ready for the courier's arrival.

Restocking & Warehouse Handling Fees

To cover the costs of quality inspections, administrative processing, and handling heavy items back into our inventory, a 10% Restocking Fee (calculated based on the product's original purchase price) will be deducted from your total refund amount for all change-of-mind returns.

Important Note on Failed Collection Attempts:

If you book a Snuglee Collection Service and the courier is unable to collect the item due to your absence during the agreed-upon timeframe, or because the item was not ready/accessible, a failed collection fee of £30.00 will apply. Any rescheduled collection will incur a new £49.00 charge. These amounts will be deducted from your final refund.

3. How to Start a Return

To initiate a return, please follow these steps carefully:

  1. Contact our support team at support@snuglee.co.uk with your order number and reason for return.

  2. Photographic Requirement: You MUST attach clear photographs showing the item inside its original packaging, proving that the boxes are intact and the product has not been assembled or damaged before transit.

  3. Once approved, we will send you official return instructions.

4. Damages, Defects, and Issues (UK Statutory Rights)

We take immense pride in our quality, but if something goes wrong, we comply fully with the UK Consumer Rights Act.

Please thoroughly inspect your packages upon receipt. If you notice any damage or manufacturing defects:

  • Do NOT assemble or use the product. Assembling a defective item makes it difficult to assess where the damage occurred and may void your return options.

  • Report the issue to us immediately (within 48 hours of delivery) at support@snuglee.co.uk, providing clear photographs or a short video of the defect along with photos of the outer packaging.

  • If the product is verified as faulty or damaged upon delivery, we will arrange a replacement part or a full collection and refund at zero cost to you.

5. Exchanges

The fastest way to ensure you get the right size or style is to return the item you have under our standard return policy. Once your return is accepted, you can make a separate, new purchase for the alternative item on our store.

6. Refunds Process

Once your return has been received at our warehouse, it will be inspected by our quality control team. We will notify you by email once the inspection is complete and confirm whether your refund has been approved.

If approved, your refund will be issued to your original payment method or finance provider (e.g. Klarna or Clearpay), less:

  • the original delivery charge paid at the time of purchase;
  • any return collection fee arranged by us;
  • any failed collection or delivery charges; and
  • any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.

Refunds are typically processed within 10–14 business days. If you purchased using a finance agreement, processing times may vary according to your provider's terms.

If more than 15 business days have passed since your return was approved and you have not received your funds, please contact us at support@snuglee.co.uk.