Returns & Exchanges
Your rights to return goods are protected under the EU Distance Selling Directive.
Unspoiled/unused goods may be exchanged or refunded if returned within 28days from the date of purchase.
"if tried on, please wipe any marks with a clean cloth. DO UP ALL VELCRO CORRECTLY. Remove stray hairs using sellotape... Washed items will not be eligible for return. Soiled items will not be eligible for return in any instance"
** WE ASK THAT YOU NOTIFY US IN WRITING WITHIN 14 DAYS OF PURCHASE OF YOUR ITEM IF YOU INTEND TO RETURN FOR REFUND.
To be accepted for refund/exchange goods must be in new condition with all original packaging. Carefully packed, pristine condition,ALL VELCRO NEATLY ATTACHED. A pre-paid Royal Mail returns label is provided for all UK non-sale non-discounted items/orders. This Postage label can be supplied to the customer by email ONLY, please call +441225 783399 or email. firstname.lastname@example.org to request. Free returns are eligible for UK orders only. All discounted or sale items/orders are to be returned at the customer’s expense. We don’t charge additional postage for exchanges so the cost from Snuggy Hoods back to the customer is covered by us.
PLEASE NOTE - The pre-paid returns label applies to UK mainland addresses only. All customers outside of the UK are required to return items for exchange or refund at their own expense.
Soiled/washed/laundered/used goods will not be considered for exchange or refund. Velco can snag fabric so must be attached correctly and carefully if items are being returned. This does not affect your statutory rights. Please notify Snuggy Hoods of any goods that have been damaged in transit within 24 hours of receipt or no exchange will be considered. When returning goods please include full contact details, proof of purchase (preferably a copy of your original paper invoice) and reason for exchange or refund. Snuggy Hoods will not be responsible for returned goods that are lost in transit.
"if tried on, please wipe any marks with a clean cloth. Please do up all velcro. Remove stray hairs using sellotape... Washed items will not be eligible for return. Soiled items will not be eligible for return"
Please note, goods will only be considered for exchange or refund if they NEW, Unused, are clean and dry original condition. Snuggy Hoods offers a ‘free returns and exchanges policy’ so no extra postage charges will apply unless you choose to return items using a method other than our pre-paid postage label provided. PLEASE NOTE the ‘free returns and exchanges policy’ only applies to full price orders/items. Free returns are eligible for UK orders only. Items purchased at a discounted price or during a sale must be returned at the customer’s expense.
Please try to order the correct size and contact us if we can be of any further help with sizing. We do recommend that customers obtain PROOF OF POSTAGE from the post office when using our pre-paid label.
Refunds will be issued back onto the payment method by which you made the initial purchase within 14 days of Snuggy Hoods receiving the item/s back in new condition.
Faulty items - if you feel that an item is faulty, we ask that a photo is initially sent to email@example.com clearly showing the fault. Snuggy Hoods will not be held responsible for any items which have been damaged in use - this includes damage caused by items being used which are the incorrect size. Please contact us before use with any sizing concerns.
If a used item is returned to us for any reason, it must be freshly machine washed, clean, fresh and dry. This is a Health and Safety requirement. We will not accept any used or soiled items. Any item returned in a soiled condition will be returned to sender at senders cost.
Repairs and Alterations Service
Where a problem with fit has occurred, causing rubbing, chaffing or like, Snuggy Hoods can offer an Alteration Service. The cost for this service is £25 which includes the postal service back to you. We ask that items are tried on the horse and photos, measurements and/or diagrams are returned with the item(s) together with full contact details including a daytime telephone number. Items will not be considered for alteration unless returned machine washed and dry. Soiled goods will be returned to you at your own cost. This is to conform with Health and Safety requirements. We will not be held responsible for any problems regarding fit but are happy to help as much as possible with any fitting issues.
Snuggy Hoods offer a repair service for all Snuggy Hoods products. Hoods/rugs MUST be returned machine-washed and dry (Due to Health and Safety requirements) and include full contact details including a daytime contact telephone number. There is a standard charge of £25 per Hood or per Rug, which includes the postage service back to you. If an item is deemed “beyond repair” the customer will be informed and no fee charged. Snuggy Hoods will not be held responsible for any damage to Snuggy products sustained in use by your horse or pony. Please be vigilant and inform us as soon as possible of any fit issues so that we can help to prevent any damage to your hood/rug.