Refunds & Order Terms
RETURNS & REFUNDS
If you wish to return all, or part of your purchase to us, please visit our Returns Centre. To start the process you just need your order number and email address/phone number, you will be able to select the details of the item(s) you wish to return.
Please note that we do not offer free returns, you are responsible for the costs of sending the item back.
If you received free delivery (as part of an offer, or qualifying spend) but would like to return the item/items, our standard £2.95 delivery charge will also be deducted from the total refund.
Once the item(s) have been received and checked, a refund notification will be sent. If you ordered an in-stock Rug, Furniture, or Lighting item then please note that we only offer store credit, if the item was ordered in for you these are designated as 'Made to order' items and the policy applies as below.
The right to return items under the Consumer Rights Act 2015 applies to personal use only, where products are brought for business purposes they are exempt from cancellation rights.
CUSTOM / MADE TO ORDER ITEMS
Custom and ‘Made to order’ products are purchased by Snug directly from the manufacturer specifically at the customers request. These items are designated as ‘Bespoke and customised goods’ under the Consumer Rights Act 2015 and are exempt from cancellation rights.
All Custom and ‘Made to order’ products are subject to a manufacturers lead-time guidance. The lead-time stated on product pages are estimates, based on manufacturing expectations of the item from our supplier once the order has been received. The lead time does not include the time for the manufacturer to ship the item to Snug. As soon as we receive the goods we will contact you to arrange delivery.
In the vast majority of cases the lead-time is an accurate representation of how long you may be expected to wait for an item to be produced. However sometimes there can be problems with over-demand or quality/production issues in manufacturing, which in turn lead to delays with the order. In these cases we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay.
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If you place an order, your payment details are held by our third party payment processor (Shopify) and we do not have access to these details. We only have access to information required to complete your order (your name, and contact details).