Refund policy

Last updated: 21 September 2026

This policy applies to orders placed on this website by consumers. It sits alongside your legal rights and does not limit them.

Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you, or someone you name, receives the goods. Where an order is delivered in several parcels, the period runs from the day you receive the last item.

To cancel, tell us clearly before the 14 days are up. Email hello@snoozypets.co.uk with your order number and the items concerned, or use the cancellation form at the end of this policy. Simply refusing a delivery, or sending an item back without telling us, is not a cancellation.

Sending the goods back

Do not send anything back before we reply. Once you tell us you are cancelling, we will confirm where to send the goods and how. We answer within 24 hours. Parcels sent back without instructions may be refused or lost, and we cannot refund them.

Where we can arrange one, we will send you a return label. Otherwise we will give you a return address.

Return postage is at your expense when you cancel simply because you have changed your mind. Where we provide a label, its cost may be deducted from your refund; we will tell you the amount before you use it.

Send the goods back within 14 days of our instructions. Use a tracked service: the goods remain your responsibility until they reach us, and we cannot refund a parcel that never arrives. Please quote your order number with the parcel.

Condition of the goods

You may handle the goods as you would in a shop: open the packaging, look at the item, check the size. You may not use them.

If the value of the goods is reduced by handling beyond that, we may deduct the loss in value from your refund. In practice this means a bed that has been slept in, washed, chewed, stained or scented cannot be refunded in full.

Please return the goods with their original packaging where possible.

Your refund

We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever comes first. We use the payment method you paid with.

We refund the price of the goods. We do not charge for delivery, so there is nothing to refund on that count.

Faulty, damaged or misdescribed goods

Your rights under the Consumer Rights Act 2015 are unaffected by anything above.

Within 30 days of delivery: if the goods are faulty, damaged on arrival or not as described, you may reject them for a full refund.
After 30 days and within six months: we will repair or replace the goods. If that is not possible, or does not fix the problem, you are entitled to a refund, which may be reduced to reflect the use you have had.

For a faulty item, we pay the return postage. Email hello@snoozypets.co.uk with your order number and photographs of the fault before sending anything back, so we can arrange the return.

Items we cannot take back

We cannot accept returns of goods that have been made or personalised to your specification, or of goods that have been used in a way that goes beyond inspection, for reasons of hygiene.

Model cancellation form

You don't have to use this form: an email telling us clearly that you are cancelling is enough. We provide it because the law asks us to.

To cancel, send the following to Christophe Cochard, Entrepreneur individuel, 63 rue Gabriel Péri, 92120 Montrouge, France, or to hello@snoozypets.co.uk: