Returns & Exchanges

We very much hope you are delighted with your purchase. However, if you do need to return an item, please read the information below carefully before sending it back to us.

Returning an item

Unused items may be returned for a refund or exchange within 28 days of purchase.

To be eligible for return, items must be:

• new and unused
  
• clean and dry
  
• in their original condition
  
• returned with original packaging and labels wherever possible
  

If an item has only been tried on, please ensure that:

• any marks are gently wiped away with a clean cloth
  
• all Velcro is fastened neatly and correctly
  
• any stray hairs are removed
  
• the item is folded or rolled carefully before being re-bagged
  

Unfortunately, washed, laundered, soiled or used items are not eligible for refund or exchange unless they are being returned for inspection as a possible fault.

Outlet, sale and discounted items

Items purchased from our Outlet, or sold as sale, seconds, second-hand, end-of-line or end-of-season stock, are excluded from our usual discretionary returns and exchanges policy.

Where we do agree to accept the return of a discounted or offer item, return postage remains the customer’s responsibility.

This does not affect your statutory rights.

Free UK returns for full-price items

For full-price UK mainland orders, we are pleased to offer a pre-paid Royal Mail returns label for items returned within 30 days of purchase.

To request a label, please contact us by email or telephone:

sales@snuggyhoods.com

+44 (0)1225 783399

Please note that free returns apply to UK mainland full-price orders only.

Returns from outside the UK

Customers outside the UK are welcome to return items for refund or exchange, however return postage must be covered by the customer.

If returning from outside the UK, please ensure the parcel is clearly marked as RETURNED GOODS and that all customs paperwork is completed correctly. We cannot accept responsibility for duty, VAT or charges arising from incorrectly declared returns.

Faulty items

If you believe an item is faulty, please email sales@snuggyhoods.com before returning it, including a clear photograph showing the issue.

Please note that we cannot accept responsibility for damage caused through use, including damage resulting from incorrect sizing. If you are at all unsure about sizing, we are always happy to help before use.

Items damaged in transit

If your parcel or item has arrived damaged in transit, please notify us within 24 hours of receipt so that we can investigate promptly.

How to return your item

When returning an item, please include:

• your name
  
• your order number
  
• your contact details
  
• whether you would like a refund or an exchange
  

Returns should be sent to:

Snuggy Hoods
1 Midlands Ind Est
Holt
Wiltshire
BA14 6RU

Refunds

Refunds will be made back to the original payment method within 14 days of us receiving the returned item(s) back.

We strongly recommend obtaining proof of postage, as we cannot accept responsibility for returned parcels lost in transit.

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 £30 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 £30 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.