This warranty works in conjunction with our standard terms & conditions.
This policy covers products manufactured by Snuggle Pets . Certain parts of this policy are also applicable to other products that are sold by Snuggle Pets.
What are my rights in case of defects?
Snuggle Pets manufactures products in the UK to an extremely high standard and strives to offer an excellent customer service experience to you, our customers. In the unlikely event that your item is defective and therefore, the statutory rights in case of defects apply, you must return the product to the retailer where you purchased the product together with a valid receipt or any other proof of purchase. They will then explain the applicable procedure and timing to you. If you purchased your product directly from Snuggle Pets then you may contact us directly.
Is normal wear and tear covered by warranty?
We manufacture all of our products to meet very high standards to ensure a durable product. However, regardless of how carefully you use, or how well you care for your Snuggle Pets product, it will eventually begin to show age and wear. The Snuggle Pets warranty does not cover normal wear and tear.
Will my Snuggle Pets product be repaired, replaced or credited?
If your Snuggle Pets product fails or is damaged due to a manufacturing or workmanship defect, at our discretion, we will repair, replace or credit on a like for like basis. Each case will be judged on an individual basis.
If in our sole opinion, the goods you have returned to us are not faulty, we will reject the warranty claim and return the goods to you. If your Snuggle Pets product has special memories attached to it that make it irreplaceable to you, please let us know in advance. Products that are not clean will be rejected and returned to you and the return cost will be at your charge. If you should have any questions or doubts regarding your product, please contact us.
How long will my warranty return take to be processed?
We try to return goods within 7 days, however, your return will be processed as soon as possible and within 28 calendar days from the date we have received the goods. During peak season or if you do not follow our return policy guidelines or if the product fault is not clearly marked, the processing may take a little longer but in any case no later than 45 days from the date that we have received the goods.
How can I find out the status of my warranty return?
You will be notified by e-mail once your return has been processed. In case you received this item as a gift, please make sure you write your e-mail address on the consignment note you include in the parcel otherwise notification will be sent to the original purchaser. Unfortunately we are not able to provide regular updates on the process of warranty claims.
I have not bought my item through your Snuggle Pets online store or mobile events store. What policy should I refer to?
You must return the product to the Snuggle Pets Dealer where you purchased the product with the original purchase receipt. The authorised dealer will then liaise directly with Snuggle Pets.
Who pays for shipping?
You will be responsible for the costs of return of the product to us. If we deem that the fault falls within our warranty then we will refund the postage paid to you. We will not refund any extra shipping charges incurred by you. If you are returning an item from outside the UK, if your warranty return is accepted we will refund reasonable delivery costs, provided that you send us satisfactory evidence of the costs actually incurred in returning the goods. If this evidence is not provided, we will refund you an estimated cost of return postage.
Damage or faults such as rips, tears, burns, holes, tooth marks, cuts, dog damage and incorrect usage damage are not covered under the terms of our warranty policy. We understand that even the best cared for collar, coat, harness or lead can meet with an unforeseen or unexplained accident. Furthermore, in some cases, damage caused by normal wear and tear can generally be repaired as well. If your Snuggle Pets product becomes damaged, Snuggle Pets will attempt to repair it, to the best of our ability for a reasonable charge and a fee will be charged for shipping. For further information on how to return your damaged/faulty item please contact us.
I have a broken/missing buckle or other sundry fault. Can this be replaced?
If your buckle is broken or if your straps have snapped we would be happy to repair this for you. You can contact us and give us a clear description of the spare part needed and we will reply to you with an approximate cost and timescale for this repair.
How do I return my Snuggle Pets faulty product?
In the first instance please notify us in writing via email to admin@snugglepets.co.uk. We will reply with a RAN number. You can then return the item back to us for Warranty Evaluation. Please include a copy of the original invoice and ensure that the returned products are in clean condition and packaged to avoid any further damage in transit and mark the RAN number on the outside of the package. Send your items to:
Snuggle Pets & Co
Unit 1
Eagle Trading Estate
Stourbridge Road
Halesowen
B63 3UA