Return & Refund Policy

Our Commitment to Your Satisfaction

At Snuggle Treasures Co. LLC, your satisfaction is our top priority. We want you to absolutely love your kawaii plushies and custom plush creations (Snuggle Creations™). If you're not completely happy with your purchase, we're here to help.

This Refund and Return Policy explains your rights and our procedures for returns, exchanges, refunds, and cancellations.

IMPORTANT: This policy should be read in conjunction with our Terms and Conditions and Privacy Policy. Before making a purchase, you are required to read our Refund and Return Policy. By completing a purchase on our website, you confirm that you have read, understood, and fully agree to this policy. You must also be 18 years of age or older to make any purchase on our website.

Quick Reference Guide

Return Eligibility

Standard Kawaii Plushies

You may return standard kawaii plushies if:

• You contact us within 30 days of receiving your item
• The item is in its original condition, unused, and unwashed
• All tags, labels, and packaging are intact
• The item has not been damaged, altered, or worn
• You have the original receipt or proof of purchase

Items that CANNOT be returned:

• Items damaged by customer use or mishandling
• Items without original tags or packaging
• Items that show signs of wear or washing
• Items purchased on final sale or clearance (if marked as such)
• Gift cards, E-Gift cards, or digital products

Snuggle Creations™ (Custom Plush Orders)

Our custom plush products are made specifically for you from your unique artwork and are sold under our Snuggle Creations™ brand. Because these items are created exclusively for you and cannot be resold, they carry special return restrictions described below.

Snuggle Creations™ custom plush products are NON-RETURNABLE and NON-REFUNDABLE except in the following circumstances:

• Manufacturing defects: Stitching issues, structural problems, material defects
• Incorrect production: We created the plush incorrectly based on your approved specifications
• Damaged upon arrival: Item arrives damaged due to shipping (must report within 14 days)

Snuggle Creations™ orders CANNOT be returned for:

• Customer dissatisfaction with how the artwork translated to 3D plush form
• Minor variations between the artwork and final product
• Color variations due to fabric availability or screen display differences
• Customer specification errors (wrong size, incorrect artwork submitted, etc.)
• Change of mind after production has begun

Snuggle Mystery Package

Our Snuggle Mystery Package contains randomly selected plushies curated as a surprise. Because the selection is randomized and cannot be predicted or guaranteed, Snuggle Mystery Package orders are NON-REFUNDABLE, NON-RETURNABLE, and NON-EXCHANGEABLE.

Exception - just like our Kawaii Plushies and Snuggle Creations™, if your Snuggle Mystery Package arrives with a manufacturing defect, was damaged during shipping, or has any quality issue, we will gladly investigate and provide a refund or replacement. To qualify:

• Email us within 14 days of delivery at Contact@snuggletreasures.com
• Include clear photos AND videos clearly showing the defect or damage
• Include your order number and a description of the issue
• We will review and if approved: send a replacement, OR issue a full refund

Snuggle Mystery Package orders CANNOT be returned for:

• Dissatisfaction with the randomly selected plushies
• Preference for a different character, color, or style
• Change of mind after receiving your box

Inspection Requirements

Please inspect all items immediately upon delivery:

• Check for damage, defects, or incorrect items
• Verify quantities and product details
• Examine packaging for signs of shipping damage
• Report any issues within 14 days of delivery

After 14 days, we cannot accept claims for:

• Damaged items
• Incorrect items
• Missing items from your order
• Manufacturing defects

Order Cancellation

Cancellation Timeframe

You may cancel your order within 1 hour of purchase if it has not yet been processed.

How to cancel:

• Email us immediately at Contact@snuggletreasures.com
• Include your order number in the subject line: "URGENT: Cancel Order #[Your Order Number]"
• Provide your full name and email address used for the order

Cancellation Fees

Standard Orders:

• A 5% processing fee will be deducted from your refund
• This fee covers non-refundable payment processing costs incurred by Stripe, PayPal, or Sezzle

Snuggle Creations™ (Custom Plush Orders):

• If cancelled before production begins: 5% processing fee
• If production has started: Non-cancellable (custom orders are final once production begins)

Cancellation Confirmation

• We will confirm all cancellations via email within 24 hours
• If your order has already been processed, we will notify you that cancellation is not possible
• Refunds for cancelled orders will be processed within 5–7 business days

What Happens After 1 Hour

Once your order is processed (typically after 1 hour), it cannot be cancelled.

Your options after processing:

• Wait to receive the item and initiate a return (if eligible)
• For custom orders: You cannot return once production begins

We encourage all customers to:

• Review your cart carefully before purchasing
• Ensure shipping address is correct
• Verify product details, quantities, and specifications
• Be 100% satisfied before completing checkout

Address Changes - Important Notice

Address Change Deadline: You may only update your shipping address within 1 hour of placing your order. After 1 hour, your order enters processing and we are unable to modify the shipping address.

If an incorrect address was provided and 1 hour has passed:

• We are NOT responsible for packages delivered to an incorrect address you provided
• Incorrect address submissions are non-refundable once the order has been processed
• If the package is returned to us by the carrier, reshipment fees will apply (see Returned to Sender Parcels section)
• Please double-check your shipping address at checkout before completing your purchase

Return Process

Before You Return – Contact Us First

IMPORTANT: Before making a return, you must contact us first at Contact@snuggletreasures.com. Do NOT ship anything back without first receiving a Return Merchandise Authorization (RMA) number from our team.

How to Initiate a Return

Step 1: Contact Us

• Email: Contact@snuggletreasures.com
• Subject Line: "Return Request – Order #[Your Order Number]"
• Within 30 days of receiving your item

Include in your email:

• Your order number
• Item(s) you wish to return
• Reason for return
• Whether you want a refund or exchange
• Photos AND videos of the item (if damaged or defective)

Step 2: Await Authorization

• We will review your request within 48 hours
• If approved, we'll send you a Return Merchandise Authorization (RMA) number
• We'll provide instructions and a return shipping address

Step 3: Package Your Return

• Include the RMA number on the outside of the package
• Pack items securely in original packaging (if possible)
• Include all tags, labels, and accessories
• Do not write on the original product packaging

Step 4: Ship Your Return

• Ship to the address provided in your RMA email
• Use a trackable shipping method
• Keep your tracking number and receipt
• Returns must be shipped within 45 days of receiving your RMA

Step 5: Refund Processing

• We'll inspect your return within 2–3 business days of receipt
• If approved, refunds are processed within 7–14 business days
• You'll receive an email confirmation once processed

What We Do NOT Accept

• Returns sent without prior authorization (RMA number)
• Returns shipped to our regular business address (use the return address we provide)
• Returns received more than 45 days after the RMA was issued
• Items that don't meet our return eligibility criteria

Return Shipping Costs

Who Pays for Return Shipping?

Shipping Recommendations

• Use a trackable shipping service (USPS, UPS, FedEx, etc.)
• Purchase shipping insurance for valuable items
• Keep your tracking number and shipping receipt
• Take photos of the packaged item before shipping

Important: Snuggle Treasures Co. LLC is not responsible for items lost or damaged during return transit. If your return is lost in transit, we cannot issue a refund without proof of delivery to our return facility.

Refund Process

Refund Eligibility

Refunds are issued for:

• Returned items that meet our return criteria
• Cancelled orders (within 1 hour)
• Items we cannot fulfill or are out of stock
• Damaged or defective items
• Items sent incorrectly by our error

Refund Amounts

Standard Returns (Change of Mind):

• Purchase price minus 10% restocking fee
• Original shipping costs are non-refundable
• Return shipping costs are not reimbursed

Example Calculation:

• Original purchase: $50.00
• Restocking fee (10%): –$5.00
• Refund amount: $45.00

Note: The 5% processing fee applies only to order cancellations within 1 hour. For standard change-of-mind returns after delivery, only the 10% restocking fee is deducted.

Returns Due to Our Error:

• Full purchase price refunded (no restocking fee)
• Original shipping costs refunded
• Return shipping reimbursed

Damaged/Defective Items:

• Full purchase price refunded (no restocking fee)
• Original shipping costs refunded
• Return shipping reimbursed (or replacement sent at no cost)

Restocking Fee Waiver

The 10% restocking fee is WAIVED for:

• Exchanges (you're not charged if swapping for another item)
• Items damaged in shipping
• Defective or incorrect items
• Our errors

The restocking fee APPLIES to:

• Change of mind returns
• Wrong size/color ordered by customer
• No longer wanted items
• Customer dissatisfaction with non-defective products

Non-Refundable Items and Costs

The following are NON-REFUNDABLE:

• Shipping costs (unless we made an error)
• Gift wrapping fees
• Express or expedited shipping upgrades
• Promotional discounts or coupon values (proportionally deducted)
• Snuggle Creations™ custom plush orders (except for defects/our errors)
• Snuggle Mystery Package (except for defects or damage)
• Priority Production fee (non-refundable once added to expedite your custom order)

Refund Methods and Timing

Exchanges

Exchange Eligibility

Exchanges are available exclusively for:

• Standard Kawaii Plushies
• Snuggle Mystery Package (only if item has a defect or damage)
• Snuggle Creations™ (Custom Plush) – only if item has a manufacturing defect or our production error

Change-of-mind exchanges are not available for Snuggle Mystery Packages or Snuggle Creations™.

Exchange Process for Kawaii Plushies

We offer exchanges for:

• Different size (if available)
• Different color/design
• Same-value or higher-value items

How to request an exchange:

• Contact us FIRST at Contact@snuggletreasures.com before sending anything back
• Follow the return process outlined above
• Indicate in your email that you want an exchange
• Specify which item you'd like instead
• We'll confirm availability and process your exchange

Benefits of exchanges:

• NO restocking fee (exchanges are fee-free!)
• We cover return shipping if exchanging for equal or higher value
• Faster processing than return + new order

Exchange Shipping

Equal or Higher Value Exchange:

• We provide a prepaid return label
• We ship the new item to you at no charge
• No fees applied

Lower Value Exchange:

• You pay return shipping
• We ship the new item at no charge
• Price difference will be refunded (minus 10% restocking fee on the difference)

Out of Stock Exchanges

• We'll contact you with alternative options
• You may choose a different item
• You may request a refund instead

Damaged or Incorrect Items

Reporting Damaged Items

If your item arrives damaged:

• Do NOT discard the packaging – we may need photos for our investigation
• Take clear photos AND videos of:
  • The damaged item
  • All sides/angles of the damage
  • The shipping box/packaging
  • The shipping label
• Email us within 14 days at Contact@snuggletreasures.com
• Include your order number, photos & videos, and a description of the damage

Incorrect Items Received

If we sent you the wrong item:

• Email us within 14 days with:
  • Your order number
  • Photo of the item received
  • Description of what you ordered vs. what arrived
• Keep the incorrect item until we provide instructions
• We will send the correct item at no cost
• We will provide a prepaid return label for the incorrect item

Do not return incorrect items without authorization. We need to verify the error first.

Missing Items from Order

• Check all packaging carefully (items may be in separate pouches)
• Verify your order confirmation email
• Email us within 14 days with your order number
• We will investigate and:
  • Ship missing items at no cost, OR
  • Issue a partial refund for missing items

Special Circumstances

Missed Special Occasions

We cannot guarantee delivery by specific dates. We are not responsible for delays caused by shipping carriers. We cannot refund or compensate for missed birthdays, holidays, or events.

Our recommendations:

• Order well in advance of your special occasion
• Choose expedited shipping if time-sensitive
• Track your package and contact the carrier for delivery updates

Lost or Stolen Packages

If tracking shows "Delivered" but you didn't receive your package:

Step 1: Check all possible locations

• All entrances, porches, mailboxes
• With neighbors
• Building management
• Household members

Step 2: Call your carrier

• File a claim with USPS, UPS, or FedEx
• Provide the tracking number
• Request an investigation

Step 3: Contact us at Contact@snuggletreasures.com

• Include your order number
• Include tracking details
• After completing the above steps

Our policy on lost/stolen packages:

• We will work with the shipping carrier to investigate
• Once investigation is complete, we will send a replacement OR issue a full refund
• We do not provide refunds for lost items before completing a full investigation
• This process typically takes 7–14 business days

Returned to Sender Parcels

If your package is returned to us due to:

• Incorrect or incomplete shipping address
• Failed delivery attempts
• Unclaimed package
• Refused delivery

What to do:

• Email us within 30 days of your original purchase date
• Include your order number and the correct shipping address
• Reshipment fees will apply (handling + shipping costs) even if the original order qualified for free shipping
• We are NOT responsible for incorrect addresses provided at checkout

If you realize your address is incorrect after placing your order, contact us immediately at Contact@snuggletreasures.com. You have a 1-hour window to request an address change. After 1 hour, address changes cannot be made and the order is non-refundable if delivered to the wrong address.

Snuggle Creations™ (Custom Plush) – Detailed Policy

Snuggle Creations™ is our brand name for all custom plush products. These are made-to-order items created specifically for you based on artwork you provide. Because each piece is one-of-a-kind and cannot be resold, Snuggle Creations™ have special return restrictions.

What Makes Custom Orders Non-Returnable

• Dissatisfaction with how 2D art translates to 3D plush
• Color variations (fabric availability, screen display differences)
• Minor artistic interpretation differences
• Size expectations (please review size chart carefully)
• Change of mind after production begins
• Customer specification errors

When Snuggle Creations™ CAN Be Returned

Manufacturing defects:

• Broken stitching or seams coming apart
• Stuffing coming out
• Missing parts or features from approved design
• Structural integrity issues
• Materials that don't meet safety standards

Our production errors:

• We created the wrong design
• Wrong size produced (when you ordered correctly)
• Missing features that were in the approved design
• Significant color errors (not due to fabric availability)

Shipping damage:

• Item damaged during transit
• Package arrived crushed or torn
• Plush arrived soiled or stained

Defective Snuggle Creations™ – What to Do

If your Snuggle Creations™ arrives defective:

• Email us within 14 days at Contact@snuggletreasures.com
• Include:
  • Your order number
  • Clear photos AND videos showing the defect
  • A description of the issue
• We will review and determine if it qualifies as a defect
• If approved: we'll create a replacement, OR issue a full refund

Priority Production Add-On

Priority Production places your Snuggle Creations™ order at the front of our production line so we can create and ship your custom plush faster.

IMPORTANT: Priority Production fees are NON-REFUNDABLE once your order is placed, as production resources are immediately allocated to your order.

Payment Method-Specific Refund Information

Credit/Debit Card Refunds (via Stripe)

• Refunds appear on your statement within 7–10 business days
• Contact your bank if refund doesn't appear after 14 business days

PayPal Refunds

• Refunds appear in your PayPal account within 3–5 business days
• You'll receive an email notification from PayPal

Sezzle Installment Refunds (BNPL)

Full refunds:

• Remaining unpaid installments are cancelled immediately
• Already-paid installments are refunded to your original payment method
• Refund processing: 5–10 business days per Sezzle's policy

Order cancellations with Sezzle:

• If cancelled before first installment is charged, no charges occur
• If first installment already paid, it will be refunded
• 5% processing fee still applies per our cancellation policy

Customer Support

Contact Information

Email: Contact@snuggletreasures.com
Website: www.SnuggleTreasures.com

For return and refund inquiries, please use these subject lines:

• "Return Request – Order #[Number]"
• "Damaged Item – Order #[Number]"
• "Cancel Order – Order #[Number]"
• "Exchange Request – Order #[Number]"

Response Times

Important Reminders

Key Timeframes

Tips for Smooth Returns

• Contact us BEFORE shipping anything back
• Keep all original packaging until you're sure you want to keep the item
• Take photos AND videos of items before returning (proof of condition)
• Use trackable shipping methods
• Inspect items immediately upon arrival
• Read product descriptions carefully before purchasing

Policy Modifications

We reserve the right to modify this Refund and Return Policy at any time. Changes will be effective immediately upon posting to our website. We will notify you of material changes by:

• Updating the "Last Updated" date
• Posting a notice on our website
• Sending an email to account holders for significant changes

Compliance & Legal

Google Shopping and Merchant Policies

This return policy complies with Google Merchant Center requirements. Returns and refunds are processed by Snuggle Treasures Co. LLC directly. Google does not approve or handle returns or refunds. For Google Shopping purchases, the same return policy applies as outlined in this document.

Stripe Payment Policies

Our payment processing and refund terms comply with Stripe's merchant policies. The 5% processing fee on cancellations reflects the non-refundable costs incurred from payment processing that Stripe retains even when transactions are refunded. Refunds are issued to the original payment method in compliance with Stripe's refund requirements.

Your Legal Rights

This policy does not affect your statutory rights under consumer protection laws in your jurisdiction, including:

• Consumer Rights Act (UK)
• State consumer protection laws (U.S.)
• Australian Consumer Law
• EU Consumer Rights Directive

Dispute Resolution

If you're not satisfied with our resolution:

1. Contact our customer service manager at Contact@snuggletreasures.com and request escalation
2. If still unresolved, you may pursue dispute resolution through:
   • Your credit card company
   • PayPal dispute resolution
   • Small claims court

Summary – Your Rights at a Glance

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Questions?

Email: Contact@snuggletreasures.com
Subject Line: "Return Policy Question"

We're here to help make your Snuggle Treasures experience wonderful!

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© 2026 Snuggle Treasures Co. LLC. All Rights Reserved.
This Refund and Return Policy is part of our Terms and Conditions. By making a purchase, you agree to this policy.

Last Updated: February 12, 2026