Returns and Refunds Policy

 

At Snoozie, we want you and your dog to feel completely confident with your purchase. That’s why we back our Snoozie harnesses and eligible accessories with a 90-Day Money-Back Guarantee.

Below, we explain how returns, refunds, replacements, and cancellations work.

1. 90-Day Money-Back Guarantee

We offer a 90-day satisfaction guarantee on Snoozie harness purchases and eligible bundles.

  • Timeframe: You have up to 90 calendar days from the date your order is delivered to request a refund under our satisfaction guarantee.
  • Try it at home: You may try the harness on your dog and use it during normal walks to determine whether it is right for you.
  • Bundles: If you purchased a Complete Walking Set or another bundle, we may require all items included in that bundle to be returned.
  • Refund amount: Once your eligible return has been approved and received, we will refund the applicable purchase price.
  • Shipping charges: Original shipping charges, if applicable, are non-refundable unless the order arrived damaged, incorrect, or defective.

2. Return Conditions

To help us process your return correctly:

  1. Contact our customer support team within 90 days of delivery.
  2. Provide your order number.
  3. Obtain a Return Merchandise Authorization (RMA) or return instructions from our support team before sending anything back.
  4. If you purchased a bundle, return any items our team asks you to include.
  5. Include your order number and any return reference provided by our team.

Please do not send products back without first contacting our support team, as this may delay your refund.

3. How to Start a Return

  1. Contact us: Reach out to our customer support team with your order number and a brief explanation of your request.
  2. Receive return instructions: Our team will provide the appropriate return address and any required return reference or RMA number.
  3. Send your return: Package the harness and any required accessories securely and send them to the return address provided.
  4. Keep your tracking: We recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
  5. Refund processing: Once your return has been received and approved, we will process your refund.

4. Return Shipping Costs

Unless the product arrived damaged, defective, incorrectly personalised, or different from what you ordered, the customer is responsible for the cost of returning the product.

If the mistake was ours, we will work with you to arrange an appropriate replacement or refund and, where applicable, cover the return shipping cost.

We recommend keeping your return tracking information until we confirm that your return has been received.

5. Refund Processing

Once an approved return has been received and inspected:

  • We aim to process refunds within 3 to 5 business days.
  • Refunds are issued to the original payment method used for the purchase.
  • Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account.

6. Damaged, Defective, Incorrect or Incorrectly Personalised Orders

If your Snoozie order arrives:

  • damaged,
  • defective,
  • with the wrong colour or size,
  • missing an item,
  • different from what you ordered,
  • or with personalisation that does not match the details submitted with your order,

please contact us as soon as possible.

Where possible, include:

  • your order number,
  • clear photos or videos showing the issue,
  • and a photo of the shipping label if relevant.

Once we verify the issue, we will work with you to provide an appropriate replacement or refund at no additional cost.

7. Cancellations and Order Changes

We begin processing orders quickly so they can be dispatched as soon as possible.

If you need to:

  • cancel your order,
  • change the colour or size,
  • update your shipping address,
  • or correct your dog’s name or phone number for personalisation,

please contact us immediately after placing your order.

We cannot guarantee that changes can be made once your order has entered production, personalisation, fulfilment, or shipping.

If your order has already been dispatched, you may still be eligible to use our 90-Day Money-Back Guarantee once the order has been delivered.

8. Contacting Customer Support

If you have questions about a return, refund, replacement, cancellation, or your Snoozie order, please contact us through the official support channels listed on our website.