Refund policy

Returns & refunds

We want you to be happy with your SnugWall order. You may request a change-of-mind return within 30 days of receiving your item. This voluntary policy is additional to your statutory consumer rights.

How to request a return

Email perfectplushie@outlook.com with your order number and the items you wish to return. We will provide return instructions and the appropriate return address. Please contact us before sending a parcel so we can identify your return.

Change-of-mind returns

For our voluntary 30-day return offer, items must be unused, complete and in their original packaging. Send the items back within 14 days of notifying us. You pay the direct return postage for change-of-mind returns; we do not charge a restocking fee. Pack items securely and retain proof of postage.

EU, EEA and UK cancellation rights

Where applicable, you have a legal right to cancel an online purchase within 14 days after delivery, without giving a reason. Notify us by email with a clear statement of your decision, then return the goods within 14 days of that notification. You may inspect goods as you would in a shop; any deduction for diminished value will be limited to handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging and an unused condition are not conditions of this statutory right.

For a statutory cancellation, we reimburse payments received, including the cost of standard outward delivery, within 14 days of receiving your cancellation notice. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first. You bear direct return postage for a change-of-mind cancellation. Our standard delivery is free.

Damaged, faulty, incorrect or missing items

Contact us as soon as you notice a problem. Include your order number, a description and, if available, photographs to help us resolve it. Photographs and prompt notification are helpful but do not limit your legal rights. We will provide an appropriate repair, replacement or refund as required by applicable law and cover reasonable return costs for confirmed faulty or incorrect goods.

Refund method and timing

Approved refunds are issued to the original payment method. For voluntary returns outside a statutory cancellation, we process refunds within 14 days of receiving and checking the returned item. Your bank or payment provider may need additional time to display the credit. Contact us if you have not received an expected refund.

Your consumer rights

Nothing in this policy excludes or restricts mandatory consumer guarantees. EU customers retain their legal rights for goods that are faulty or not as described. Australian customers retain all rights under the Australian Consumer Law, including a refund or replacement for a major failure and compensation for reasonably foreseeable loss or damage, and repair or replacement for other failures where required. These rights may continue beyond our voluntary return period.