Refund policy

Last updated: 04 June 2026

Website: shopsnuggly.com

Operated by: Everest Aura Limited, Unit #233, Flat C, 7/F, 124 Ap Liu Street, Sham Shui Po, Kowloon, Hong Kong (Company No. 80533310)

1. Introduction

At Snuggly, operated by Everest Aura Limited, customer satisfaction is our highest priority. We understand that purchasing baby products is an important decision, and we want you to feel completely confident shopping with us. This Refund & Returns Policy sets out your rights and our obligations in relation to returns, refunds, and exchanges for products purchased on shopsnuggly.com.

Please read this policy carefully before making a purchase. By placing an order on shopsnuggly.com, you agree to the terms outlined below.

2. Your Right to Return

You may request a return within 30 days of the date you received your order. To be eligible for a return, the following conditions must be met:

- The item must be unused, unwashed, and in its original condition

- The item must be in its original packaging with all tags, labels, and accessories intact

- You must provide valid proof of purchase (your order confirmation email or order number)

- The item must not have been damaged through misuse, negligence, or normal wear and tear

- The return must be initiated within 30 days of the delivery date as confirmed by the shipping carrier

We reserve the right to refuse a return if these conditions are not satisfied.

3. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

- Shipping Protection (the optional $2.99 add-on purchased at checkout) — this is a service fee and is non-refundable once an order has been dispatched

- Any item that has been used, assembled, or installed

- Any item returned after the 30-day return window has passed

- Any item that has been damaged due to improper use, accidents, or modifications made by the customer

- Hygiene-sensitive products that have been opened or used, where return would be inappropriate for health and safety reasons

4. How to Initiate a Return

To begin the return process, please contact our customer support team at:

Email: support@shopsnuggly.com

Phone: +17163013434

Please include the following information in your message:

- Your full name and email address used to place the order

- Your order number

- The name of the product you wish to return

- The reason for your return

- Clear photographs of the item, including packaging (required for damaged or defective items)

We will review your request and respond within 2 business days with return authorisation and instructions. Please do not ship any item back to us before receiving return authorisation, as unauthorised returns may not be accepted.

5. Return Shipping

5.1 Customer-Initiated Returns If you are returning an item due to a change of mind or personal preference, the cost of return shipping is your responsibility. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

5.2 Defective or Incorrect Items If your item arrived damaged, defective, or incorrect (i.e. not what you ordered), Everest Aura Limited will cover the cost of return shipping. We will provide a prepaid return label or reimburse reasonable return shipping costs upon receipt and inspection of the returned item.

6. Refunds

6.1 Refund Approval Once we receive your returned item, our team will inspect it within 3 business days. We will notify you by email whether your refund has been approved or rejected based on the condition of the returned item.

6.2 Refund Processing If approved, your refund will be issued to your original payment method within 5–10 business days from the date of approval. Processing times may vary depending on your bank or payment provider.

6.3 Partial Refunds In some circumstances, we may issue a partial refund where:

The item is returned in a condition that is not fully original (e.g. missing accessories or packaging)
Only part of an order is returned

6.4 Original Shipping Costs Original shipping costs are non-refundable unless the return is due to our error (e.g. wrong item sent, defective product).

6.5 Shipping Protection The $2.99 Shipping Protection fee is non-refundable under all circumstances, as it is a service rendered at the time of shipment.

7. Damaged or Defective Items

If your order arrives damaged or defective, please contact us at support@shopsnuggly.com within 48 hours of delivery. Include your order number and clear photographs showing the damage or defect. We will arrange one of the following resolutions at no additional cost to you:

- A full replacement of the item

- A full refund to your original payment method

- A store credit, at your preference

We take product safety extremely seriously, particularly given that our products are used with infants and young babies. Any safety-related defect will be treated as a priority.

8. Wrong Item Received

If you receive an item that does not match your order, please contact us immediately at support@shopsnuggly.com with your order number and a photo of the item received. We will arrange for the correct item to be sent to you at no additional cost, or issue a full refund if the correct item is unavailable.

9. Exchanges

We do not offer direct product exchanges at this time. If you would like a different product, size, or colour variant, please return your original item for a refund (subject to the conditions above) and place a new order on shopsnuggly.com.

10. Late or Missing Refunds

If you have not received your refund within 10 business days of approval, please take the following steps:

1. Check your bank account or payment method again

2. Contact your credit card company or bank, as processing times can vary

3. If you have done the above and still have not received your refund, contact us at support@shopsnuggly.com and we will investigate immediately

11. Consumer Rights

Nothing in this policy limits or excludes your rights under applicable consumer protection laws. Customers based in jurisdictions with statutory consumer rights (including but not limited to the European Union, United Kingdom, Australia, and Hong Kong) retain all rights granted to them under local law, regardless of the terms set out above.

12. Changes to This Policy

We reserve the right to update this Refund & Returns Policy at any time. Changes will be posted on this page with a revised "Last updated" date. Continued use of shopsnuggly.com following any update constitutes your acceptance of the revised policy.

13. Contact Us

For all returns, refund requests, or related enquiries, please contact:

Everest Aura Limited Unit #233, Flat C, 7/F, 124 Ap Liu Street Sham Shui Po, Kowloon, Hong Kong