Returns and Exchanges Policy
Should you have any problems, questions or queries with your order when it arrives please contact us at firstname.lastname@example.org, call us on 01560 673179 or fill in the contact form below. This email is usually only monitored Monday – Friday, but sometimes we work a little extra. Please allow up to 24-48 hours for our response from us. We do try our best to answer everyone as soon as possible, and usually within a few hours, but sometimes this is not possible due to busy periods or public holidays.
EXCHANGES: Items purchased online are exchangeable for alternative sizes or styles within 14 days of receipt so long as they are in an unused, unworn condition, are received by us in their original packaging with the original tags and are hair free. Alternatively, Snug as a Pug will issue you with a credit note. Any items being exchanged will be dispatched via Second Class Recorded Mail for no additional cost.
RETURNS: In the unlikely circumstance that you are not completely happy with your purchase, Snug as a Pug will provide a full refund of the item(s) purchased 14 days from the receipt of the order. The order must be returned to us within 14 days of the delivery date. Items should be returned new, unused, and with all garment tags still attached with the original packaging. Returns that are damaged, have dog-hair present or soiled may not be accepted and may be sent back to the customer. Snug as a Pug will refund the purchased price of the item(s). Snug as a Pug reserves the right not to refund item(s) that are not returned in a re-saleable condition.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that at busy times or the year such as public holidays, these times may increase. We recommend that you return your items via recorded/registered post to our current trading address as shown on this site (and below) as we cannot be held responsible for losses in the postal system.
If a return is payable to you, we will process the refund as soon as possible and, in any case, within 14 days of receipt of the original order back to us. You will be notified of the outcome and if a refund or reimbursement is made to you, we will refund the money using the same method originally used by you to pay for your purchase. Please note that once we have processed a refund, it can take 3-7 working days for the amount to appear in your account.
To return an item(s), please clearly state the reason for return, whether you require a refund or exchange and provide your order reference number with your goods to:
FAULTY ITEMS: We're sorry to hear you believe your item is faulty. If your item is faulty, you will be offered a full refund or an exchange as long as we are notified within 7 days of receipt of your order. As soon as we receive the returned goos, they will be examined and we will notify you and offer you either an exchange for the same product or a refund (if the returned item is unavailable for an exchange) provided the faulty item is returned within 7 days.
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fall to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
IMPORT DUTY: We are not responsible for import custom charges. If a customer refuses to pay the custom charges and the parcel is returned to us, we will not offer a refund.
Please note, we recommend that all toys, and in particularly those which contain squeakers, should only be given to your pet under supervision.