Refund policy

For www.mysnoozie.com
Contact: hello@mysnoozie.com

1. Overview

At My Snoozie, we want you and your little one to feel confident in your purchase.
If something isn’t right, we’ll work with you to find a fair solution.

This Return & Refund Policy explains how returns, refunds, cancellations, and our 45-Night Trial work for purchases made through www.mysnoozie.com (“the Site”).

This policy applies to all orders shipped worldwide, including Australia, the United States, Canada, the United Kingdom, and Ireland.

2. Order Processing & Fulfilment

We process orders very quickly.
Most orders are fulfilled within 1 business day of being placed.

Once an order has entered fulfilment, we are unable to stop or cancel the shipment, as the process is automated and handled by our fulfilment partners.

If you no longer want your order after it has been fulfilled or shipped, you may:

  • Accept delivery, and
  • Follow the return process outlined in this policy.

3. Cancellations

  • Orders can only be cancelled before fulfilment begins.
  • Because fulfilment usually starts within 1 business day, cancellation requests must be sent immediately after placing your order.

Once an order has been fulfilled or shipped:

  • Cancellation is no longer possible
  • The order must be handled as a return after delivery

4. The 45-Night Trial

We offer a 45-Night Trial on your first Snoozie pillow per household.

How it works:

  • The trial starts on the day your order is delivered
  • If your child doesn’t love the pillow within 45 nights, email us at hello@mysnoozie.com with your order number
  • We’ll guide you through the return or refund process

Conditions:

  • Returned items must be in reasonable condition
  • Items must not be damaged, stained, heavily worn, or unsafe to resell
  • One trial per household (first purchase only)

Exclusions:

  • Accidental damage
  • Misuse or improper washing
  • Pet damage

Shipping fees (if any) are non-refundable, unless required by applicable consumer law.

5. Change-of-Mind Returns

We accept change-of-mind returns within 14 days of delivery, provided that:

  • The product is unused
  • The product is clean and undamaged
  • Original packaging (if applicable) is included

Return shipping costs are the responsibility of the customer.

Once received and inspected, approved refunds are issued to the original payment method.

6. Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please email hello@mysnoozie.com within 7 days of delivery and include:

  • Your order number
  • Clear photos or videos showing the issue

If confirmed, you are entitled to a replacement, refund, or store credit in accordance with applicable consumer protection laws.

For confirmed faulty or incorrect items, we cover return shipping costs.

7. Conditions Where Returns Are Not Accepted

We cannot accept returns if:

  • The item shows damage from misuse, improper care, or accidents
  • The product has been cut, altered, or modified
  • The item is returned in an unsanitary or unsafe condition
  • The issue is normal wear and tear
  • The return request is outside the applicable return window

8. Refunds

Refunds are issued once:

  • Returned items are received and inspected

Processing time:

  • 3–7 business days to issue the refund
  • Additional time may be required by your bank or payment provider

Shipping fees are non-refundable unless required by law.

9. Lost or Stolen Packages

  • If a package is marked as delivered, we cannot refund or replace it if it is stolen
  • If a package is lost in transit and not delivered, we will investigate with the carrier and provide a replacement where appropriate. 

10. Exchanges

We do not offer direct exchanges.
If you would like a different design or product, please return your item and place a new order.

11. Consumer Law Rights

Nothing in this policy limits your rights under applicable consumer protection laws, including:

  • Australian Consumer Law (ACL)
  • UK Consumer Rights Act
  • EU consumer regulations (where applicable)
  • Relevant US and Canadian consumer laws

Where a product has a major fault, you are entitled to a remedy as required by law.

12. How to Start a Return

Before returning any item, you must contact us first.

Email hello@mysnoozie.com with:

  • Your name
  • Order number
  • Reason for return
  • Photos or videos (if applicable)

Returns sent without prior approval will:

  • Be rejected
  • Not be eligible for a refund
  • Be returned to the sender at their expense

Once approved, we’ll provide return instructions within 24–48 hours.

13. Contact

My Snoozie
Customer Support
Email: hello@mysnoozie.com
Website: www.mysnoozie.com

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