CANCELLATION

At Snuggle Gully, we strive to ensure a smooth shopping experience for you. However, there are certain situations where we might need to cancel your order before it gets shipped. This could happen if our systems flag the order as fraudulent, if the item you ordered is out of stock, or if we're unable to fulfill the order for any other reason. Unfortunately, these situations are beyond our control which can result in the cancellation of your order.

You can cancel your order before shipment processing for a full refund, minus transaction fees. Once your order is shipped, cancellation is not possible.

Also, please keep in mind that gift cards, cannot be cancelled or refunded.

If you have any questions or need further assistance, we are always here to help!

PRE-ORDERS

If your order includes pre-order items, the shipping or collection notification email will be postponed until all of your products are available. 

Please note that the preorder availability dates are only estimates. The actual arrival date may be subject to delays caused by factors beyond our control, such as manufacturing or transportation issues.

REFUNDS & RETURNS

We do not issue refunds for change of mind on any items including those on preorder and accidental buys.

We inspect all products prior to shipment. However, if you identify a defect or damage, contact us at info@snugglegully.com.au. We will do our best to replace or refund faulty products, subject to stock availability. The exact pattern or colour may not be guaranteed.

Refunds are issued only if a replacement is unavailable.

Refund Delays: If you're experiencing delays with your refund, please check your email for any updates from us. If you haven't received any communication, feel free to reach out to us via info@snugglegully.com.au for assistance.

To be eligible for a return/refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging with labels intact. The customer is responsible for paying postage for the item and the postage should include tracking. No returns/refunds will be accepted for items that have been washed and/or used.

Under no circumstances are shipping costs refunded.

We replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@snugglegully.com.au and we will communicate with you how to proceed. Please take photos of the damage and include them to your email. This helps us process your return more efficiently.

If the wrong item is mistakenly sent, the correct item will be dispatched to replace it. We do not offer refunds for wrong items sent. We rectify the mistake by sending the correct item. We'll arrange for the correct item to be sent to you and provide instructions for returning the incorrect one.-

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If a refund is approved, a credit will be processed within 5 business days via the payment channel used for the original order purchase, minus any fees charged by your payment provider (including but not limited to Bank Transfer and AfterPay). Please note that some payment providers can take up to 10 business days to pass on a credit to the customer.