COVID 19 - Updated 23/March/2020
Due to the Global current lock-down position, we have relaxed our return/refund policy for purchases made from the 16/03/20. Please contact us immediately if you wish to return anything purchased from this date and we can then send instructions, logging your return in case of any delay.
Wishing you all the best during this horrendous time.
Returns & Exchanges
Your rights to return goods are protected under the EU Distance Selling Directive.
Unspoiled goods may be exchanged or refunded if returned within 14 days of ordering along with proof of purchase. To be accepted for refund/exchange goods must be in new condition with all original packaging. A pre-paid Royal Mail returns label is provided for all non-sale items/orders. This Postage label can be supplied to the customer by email or post if required, please call +441225 783399 or email firstname.lastname@example.org to request. 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.
Soiled goods will not be considered for exchange or refund. This does not affect your statutory rights. Please notify Snuggy Hoods of any goods that have been damaged in transit within 48 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.
Please note, goods will only be considered for exchange or refund if they are clean and dry and in new 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. 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 parcels are sent RECORDED post as no responsibility will be held for parcels lost in transit using our return post label. By purchasing the extra RECORDED option, you will have the guarantee of a signature on arrival at our offices.
Refunds will usually be issued back onto the payment method by which you made the initial purchase within 21 days of Snuggy Hoods receiving the item/s back in new condition. If you would prefer a different payment method, please contact the office.
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.