Política de reembolso

📘 Return, Refund & Warranty Policy — SnugPaw

This policy applies to all purchases made through the SnugPaw online store. By placing an order, you acknowledge that you have read, understood, and agreed to the terms below.

1. Product Information — Please Read Before Purchasing

  • Product photos, videos, and customer review photos on the product page show the plush's real size relative to pets and everyday objects. Please review these before ordering. Size, proportions, or how the product compares to your pet's expectations are not defects and are not grounds for a return or warranty claim.
  • Product photos and videos are for illustration. Minor variations in color, shading, and perceived size may occur.
  • The SnugPaw plush does not move. The heartbeat module simulates a heartbeat through rhythmic internal vibration. Sound and vibration intensity may vary slightly between units and depending on the surface the plush rests on. An audible sound or perceptible vibration during normal operation is expected and is not a defect.
  • Batteries are not included unless stated on the product page.
  • Printed instructions may be shared across our product line (cats, dogs, and rabbits). This does not affect the product's function.

2. Digital Bonuses

  • The No-Stress Guide and Surprise Gift are digital items delivered by email to the address used at checkout. They are not included in the physical package.
  • If you have not received them within 7 days of delivery, contact us and we will resend them.
  • Digital items are non-refundable once delivered.

3. 90-Day Limited Warranty

All SnugPaw heartbeat plush toys are covered by a 90-day limited warranty starting on the delivery date confirmed by the carrier.

Covered: genuine, verifiable manufacturing defects, including defects in stitching, fabric, or materials; components detached due to manufacturing defects; malfunction of the heartbeat module under normal use; structural defects that prevent the product from functioning as intended.

Not covered:

  • Damage from biting, chewing, scratching, or rough play
  • Improper, negligent, or unintended use; drops, impacts, or accidents
  • Damage from liquids, moisture, or improper washing
  • Issues caused by incorrectly installed, depleted, or incompatible batteries
  • Sound or vibration within the normal operating range (see Section 1)
  • Normal wear and tear, or cosmetic damage after delivery
  • Products modified or repaired by third parties
  • A pet's lack of interest, individual preferences, or owner expectations

Troubleshooting required before any claim: insert fresh batteries, confirm correct polarity (+/−), and press and hold the power button for 3 seconds.

Evidence requirements:

  • A clear photo and a video with sound showing the defect, together with your order number.
  • Files must be sent as email attachments, or via links that can be opened without login or access permission. Claims whose evidence cannot be viewed cannot be processed.
  • You must keep the product until your claim has been resolved. Products that are discarded, given away, or disposed of before assessment are not eligible.
  • Receipts for replacement products purchased elsewhere are not accepted as evidence of a defect.

Resolution: if a defect is confirmed, SnugPaw may, at its sole discretion, replace the heartbeat module, replace the product, or issue a full or partial refund. Replacements ship to the original order address unless you update it in writing. If a claim is approved, SnugPaw covers the associated shipping costs.

4. Change-of-Mind Returns (30 Days)

We accept change-of-mind return requests within 30 calendar days of delivery, only if the product is:

  • Unopened: sealed in its original inner plastic bag, with the seal intact
  • Never activated, with no batteries ever inserted
  • In its original outer packaging, with all contents included
  • Free of any sign of pet contact (hair, odors, stains, marks)

For hygiene and animal-welfare reasons, products whose inner bag has been opened cannot be accepted for change-of-mind returns, even if unused.

Not eligible for change-of-mind returns: size, appearance, pet disinterest, or sound/vibration within the normal range.

For orders with multiple units, each unit is assessed individually. Only units that meet all conditions are eligible.

The refund covers the product price only. Shipping fees, Priority Shipping, Shipping Protection, and digital bonuses are non-refundable.

At its discretion, SnugPaw may offer a partial refund with the customer keeping the product as an alternative to a return.

5. Return Procedure

  1. Contact chainpawsoportee@gmail.com with your order number, a description of the issue, and photos of the product and its packaging.
  2. Wait for written authorization. The return address is provided only after approval.
  3. Ship the item with a tracked shipping method. The customer bears the risk of loss during return transit.

Returns sent without prior authorization will not be accepted. Cash-on-delivery shipments will not be accepted.

6. Return Shipping Costs

  • Confirmed manufacturing defect: SnugPaw covers shipping costs.
  • Change of mind: the customer pays return shipping, international logistics fees, customs duties or taxes, and any non-refundable payment processing fees. These may be deducted from the refund.

7. Items Damaged on Arrival

Report visible damage within 72 hours of delivery, including photos of the product and packaging, an unboxing video if available, and a description of the issue.

8. Refunds

  • Returned items are inspected before approval. Approved refunds are processed within 10 business days.
  • Refunds are issued to the original payment method in the currency of the original charge (USD). Differences caused by exchange rates or bank conversion fees are not refundable.
  • Bank processing can take 5–10 business days or longer for international cards. We can provide a transaction reference number on request.
  • Refunds are based on the items and quantities recorded in your order confirmation.

9. Shipping, Delivery & Lost Packages

  • Delivery times are estimates. We are not responsible for delays caused by carriers, customs, weather, or other circumstances beyond our control.
  • An order marked "Delivered," including delivery to a mailroom, front desk, neighbor, secure location, or pickup point, is considered delivered. Please check these locations and with building management, and contact us within 7 days of the delivered status if you cannot locate your package.
  • If your package is sent to a pickup point, you must collect it within the carrier's deadline. Packages returned for non-collection may be reshipped at the customer's expense.
  • A package is considered potentially lost after 30 consecutive days with no tracking update. We will then investigate and offer a reshipment or refund.
  • Shipping Protection, if purchased, covers packages confirmed lost or damaged in transit. It does not cover packages marked delivered, incorrect addresses, or change of mind.

10. Shipping Addresses & Destinations

  • Customers are responsible for providing a complete, accurate physical street address. PO Boxes may not be supported by our carriers.
  • Packages returned due to an incorrect address or failed delivery may be reshipped for an additional fee paid by the customer. Unclaimed returned packages may be disposed of after the carrier's deadline.
  • Some delivery areas may require an additional delivery fee. We will contact you before shipping.
  • If we are unable to deliver to your destination, we will cancel the order and issue a full refund.

11. Order Accuracy

Please review your cart before checkout. If your order is missing an intended item, contact us within 48 hours so we can adjust it.

12. Customer Support

  • Contact us only at chainpawsoportee@gmail.com, and include your order number.
  • We respond within 1–3 business days, excluding weekends and holidays.

13. Abuse Prevention

SnugPaw reserves the right to:

  • Reject claims showing misuse or containing inaccurate information
  • Require verifiable evidence for all claims
  • Limit future return privileges in cases of repeated abuse

Eligibility is determined solely by this policy.

14. Payment Disputes & Chargebacks

Before filing a chargeback or payment dispute, you agree to contact chainpawsoportee@gmail.com first. If a dispute is filed, SnugPaw may submit order confirmations, shipping and delivery records, and customer communication history.

15. Limitation of Liability

SnugPaw is not liable for:

  • Improper use of the product
  • Damage caused by pets
  • Damage to the module from improper use or batteries
  • A pet's refusal to use the product
  • Customs duties or taxes
  • Incorrect shipping information provided by the customer

16. No Guarantee of Results

Every pet is unique. SnugPaw does not guarantee any specific reaction or behavioral change, and refunds will not be granted based on subjective expectations or a pet's preferences.

SnugPaw is designed for comfort and enrichment only. It is not a medical, veterinary, or therapeutic device and should never replace professional veterinary advice.

17. Your Statutory Rights

Nothing in this policy excludes or limits any rights you may have under the consumer protection laws of your country. Where local law grants you additional rights, those rights prevail.

18. Policy Updates

This policy applies to orders placed on or after the date shown above.