Refund policy

Exchange & Refund Policy - SnuggleUp

At SnuggleUp, we’re a small, homegrown startup passionate about creating cozy, comfortable home wear for you. Every order means a lot to us, and we truly appreciate your support ❤️

To help us serve you better and manage operations sustainably, we have a simple and transparent exchange policy in place. Please read through it before placing your order.

Unboxing Video - Required for Any Request

To make sure we can fairly resolve any issues, we request a clear, continuous unboxing video for all exchange or refund requests.

The video should:

  • Start before opening the sealed package

  • Clearly show the shipping label and sealed parcel

  • Show the product, tags, and packaging

  • Be continuous (no cuts or edits)

  • Clearly show any damage, defect, or incorrect item

This helps us understand what went wrong and also protects both you and us from transit-related issues.

🙏 Unfortunately, without an unboxing video, we won’t be able to process exchanges or refunds.

Our Exchange-Only Policy

As a small startup, managing reverse logistics is challenging for us. To keep our prices fair and operations smooth, we currently offer only exchanges and do not accept returns for refunds in most cases.

You are eligible for an exchange if you receive:

  • A damaged product

  • A defective product

  • A wrong product

  • A missing item in your order

Please raise your request within 48 hours of delivery.

When Do We Offer Refunds?

Refunds are offered only in rare cases, such as:

  • When a replacement is not possible due to stock unavailability

In such cases, the refund will be processed to your original payment method.

What We Can’t Exchange

For hygiene and quality reasons, we’re unable to accept exchanges or refunds for:

  • Used, washed, or worn items

  • Products without original tags or packaging

  • Products with stains, perfume, sweat marks, or alterations

  • Sale or discounted items (unless damaged or incorrect)

  • Requests raised after 48 hours

  • Requests without a valid unboxing video

How to Request an Exchange

  1. Email us at support@snuggleup.in within 48 hours of delivery

  2. Share:

    • Your Order ID

    • Clear unboxing video

    • Photos of the issue (optional)

  3. Our team will review your request within 2 to 3 business days

  4. If approved, we’ll arrange an exchange pickup (where serviceable) and ship your replacement as soon as possible 💫

A Few Important Notes

  • Only one exchange per order is allowed

  • Exchange pickup depends on courier serviceability in your area

  • Products must be unused and in original condition

  • As a small team, we kindly ask for your patience while we process requests - we promise to do our best to make it right

Thank you for supporting a small Indian startup like ours - every order truly means the world to us 💛
If you ever have questions, feel free to reach out. We’re always happy to help!