Return & Refund Policy

At MySnugsy, we want you to love your Snugsy. Please read this policy before you buy. By placing an order, you agree to these terms.

Before You Order
Opened items can't be returned, so please check these details before you buy:

  • One size with an oversized fit, designed for XS to XXL
  • Battery not included. It comes with a USB-C cable that connects to a power bank, a wall charger, or your car's USB-C port.
  • Ships folded and sealed in a protective shipping bag, with no retail box or branded packaging

Return Window
You can request a return within [30] days of delivery.

Return Conditions
The Snugsy is worn against the skin, so we can only accept returns in the exact condition they arrived:

  • Still sealed in the original package
  • Package not opened, ripped, torn, or damaged
  • Never taken out of the packaging, worn, or used

We can't refund items that have been taken out of the package, worn, washed, or damaged after delivery.

The following are not defects and can't be refunded once the package is opened:

  • Fit or sizing preference
  • No battery included
  • No box or gift packaging
  • Personal preference on warmth or heat level

Damaged, Defective, or Wrong Items
The sealed-package rule does not apply if:

  • Your order arrives damaged, or you receive the wrong item or color. Email us within [7] days of delivery.
  • Your Snugsy won't heat. Email us within [30] days of delivery.

Before you report a heating problem, please try these steps:

  1. Make sure your power source is charged and the USB-C cable is plugged in firmly at both ends.
  2. Press the button on the chest. It should light up blue (low), white (medium), or red (high).
  3. Give it about a minute to warm up.
  4. If it still isn't warm, try a different power source, like a wall charger or your car's USB-C port.

If it still won't heat, email us your order number and a short video showing the cable connected and the button pressed. Once your claim is approved, we'll send a free replacement or give you a full refund.

How to Start a Return
Email us at [email] with your order number and the reason for your return. We'll reply with the return address and instructions within [1–2] business days. Please don't send anything back before contacting us. Returns sent without approval may not be accepted.

Return Shipping
[You are responsible for return shipping costs on unopened returns.] We cover return shipping for damaged, defective, or wrong items. We recommend a trackable shipping method, since we can't refund a return we never receive.

Refunds
When your return arrives, we'll inspect it and email you to let you know if it's approved. Approved refunds go back to your original payment method within [5–10] business days. Your bank may take a few extra days to post the refund. [Original shipping fees are non-refundable.] How long your return takes to reach us depends on where you live.

If you haven't received your refund after 10 business days, check with your bank first, then contact us at support@mysnugsy.com.

Gifts
Refunds for gift orders go to the original purchaser's payment method.

Cancellations
You can cancel your order within [12] hours of placing it, as long as it hasn't shipped. Once an order ships, it can't be canceled, and this return policy applies.

Questions? Contact Us First
If something's wrong with your order, reach out to us before filing a dispute with your bank. We can usually fix it faster.