Refund policy

📘 Return, Refund & Warranty Policy — SnugPaw

This policy applies to all purchases made through the SnugPaw online store.

It is designed to provide a clear, fair, and transparent shopping experience in accordance with internationally recognized e-commerce standards (EU, United States, and Latin America).

By placing an order, you acknowledge that you have read, understood, and agreed to the terms outlined below.

1. 90-Day Limited Warranty

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

This warranty applies only to genuine and verifiable manufacturing defects, including:

  • Defects in stitching, fabric, or materials.
  • Detached components caused by manufacturing defects.
  • Malfunction of the heartbeat simulation module under normal use.
  • Structural defects that prevent the product from functioning as intended.

This warranty does NOT cover:

  • Damage caused by bites, chewing, scratching, or rough play by a pet.
  • Tears, punctures, or damage occurring during normal pet use.
  • Improper, negligent, or unintended use.
  • Drops, impacts, accidents, or mishandling.
  • Damage caused by liquids, excessive moisture, or submerging the electronic module (where applicable).
  • Improper washing, cleaning, or maintenance.
  • Normal wear and tear.
  • Cosmetic damage occurring after delivery.
  • Damage caused by other animals.
  • Products modified or repaired by third parties.
  • A pet choosing not to interact with, use, or show interest in the product.
  • Individual pet preferences, temperament, behavior, or owner expectations regarding results.

If a manufacturing defect is confirmed, SnugPaw may, at its sole discretion:

  • Replace the entire product.
  • Replace only the electronic heartbeat module (where applicable).
  • Issue a full or partial refund.

If the claim is approved, SnugPaw will cover the associated shipping costs.

To process any warranty claim, clear photographs and/or videos showing the defect are required.

Support:
📩 chainpawsoportee@gmail.com

2. 90-Day Returns (Change of Mind)

We accept return requests within 90 calendar days after delivery, provided that the product meets all of the following conditions:

The product must:

  • Be brand new and unused.
  • Show no signs of pet use, including hair, dirt, stains, odors, bite marks, scratches, or any evidence of contact with a pet.
  • Be returned in its original packaging whenever possible.
  • Include the electronic module, accessories, manuals, and all original contents.
  • Be in the same condition in which it was delivered.

For hygiene, safety, and animal welfare reasons, we cannot accept returns of products that have been used by a pet or show any evidence of pet contact.

All returned items are subject to inspection before a refund is approved.

SnugPaw reserves the right to refuse any return that does not meet these requirements.

3. Return Shipping Costs

If the return is due to a confirmed manufacturing defect:

SnugPaw will cover the associated shipping costs.

If the return is requested for personal reasons (change of mind):

The customer is responsible for:

  • Return shipping costs.
  • International shipping and logistics fees (if applicable).
  • Customs duties, taxes, or import fees (if applicable).
  • Payment processing fees that are not refunded by the payment provider.

These costs may be deducted from the final refund amount.

4. Required Return & Warranty Procedure

Before returning any product, customers must first obtain authorization by contacting:

📩 chainpawsoportee@gmail.com

Please include:

  • Order number
  • Detailed explanation of the issue
  • Photos of the product
  • Video demonstrating the defect (for warranty claims)

Returns sent without prior authorization will not be accepted.

Cash-on-delivery (COD) shipments will not be accepted.

5. Products Damaged Upon Delivery

If your order arrives visibly damaged or defective, you must notify us within 48 to 72 hours after delivery.

Please provide:

  • Photos of the product
  • Photos of the packaging
  • An unboxing video (if available)
  • A detailed description of the issue

6. Refunds

Once the returned item has been received and inspected:

  • We will notify you whether your request has been approved or denied.
  • If approved, your refund will be processed within 10 business days.

The time required for the funds to appear in your account depends on your bank or payment provider.

Refunds will not be issued if:

  • The product has been used by a pet.
  • The product shows signs of use, pet hair, dirt, odors, stains, or damage.
  • The order is still in transit.
  • The carrier has marked the package as delivered and no report was submitted within the required timeframe.
  • The return does not comply with this policy.

7. Abuse Prevention

To protect the integrity of our return policy, SnugPaw reserves the right to:

  • Reject returns showing evidence of misuse or abuse.
  • Limit or deny future return privileges in cases of repeated abuse.
  • Require verifiable evidence for all claims.
  • Deduct costs resulting from customer errors from any applicable refund.

8. Shipping Policy

Delivery times are estimates only.

Refunds will not be issued for delays caused by shipping carriers, customs clearance, weather conditions, or other circumstances beyond SnugPaw's control.

An order marked as "Delivered" by the shipping carrier will be considered successfully delivered.

SnugPaw is not responsible for loss, theft, or damage occurring after delivery has been confirmed.

9. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

SnugPaw is not responsible for:

  • Incorrect or incomplete addresses provided by the customer.
  • Packages lost due to inaccurate shipping information.
  • Additional shipping costs resulting from address corrections or reshipments.

10. Payment Disputes & Chargebacks

Before initiating a chargeback or payment dispute with your bank or payment provider, you agree to first contact:

📩 chainpawsoportee@gmail.com

If a dispute is filed, SnugPaw may submit the following evidence:

  • Order confirmation
  • Shipping and delivery records
  • Customer communication history

11. Limitation of Liability

SnugPaw shall not be liable for:

  • Improper or unintended use of the product.
  • Damage caused by chewing, scratching, biting, or pet handling.
  • Damage to the electronic heartbeat module caused by improper use.
  • A pet refusing to interact with or use the product.
  • Individual differences in pet temperament, preferences, or behavior.
  • Customs duties, taxes, or import fees.
  • Incorrect shipping information provided by the customer.

12. No Guarantee of Results

Every pet has its own unique personality, behavior, and level of interaction.

For this reason, SnugPaw does not guarantee any specific reaction, behavioral change, or response when using the heartbeat plush toy.

The product is intended solely as a comfort and enrichment item for pets. Individual results may vary depending on numerous factors unique to each animal.

Accordingly, refunds will not be granted based solely on subjective expectations, a pet's individual preferences, or the owner's anticipated results.

Important: SnugPaw is designed for pet comfort and entertainment only. It is not a medical, veterinary, or therapeutic device and is not intended to diagnose, treat, cure, or prevent any medical or behavioral condition. It should never replace professional veterinary advice, diagnosis, treatment, or medication. The product should be used under appropriate owner supervision whenever necessary.