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Refund and exchange policy

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Returns & Exchanges

Your rights to return goods are protected under the EU Distance Selling Directive.

Unspoiled goods may be exchanged or refunded if returned within 14 days of ordering along with proof of purchase. To be accepted for refund/exchange goods must be in new condition with all original packaging. A pre-paid Royal Mail returns label is provided for all non-sale items/orders. This Postage label should be on the back of your invoice or can be supplied to the customer by email or post if required, please call +441225 783399 or email sales@snuggyhoods.com to request. All discounted or sale items/orders are to be returned at the customer's expense. We don't charge additional postage for exchanges so the cost from Snuggy Hoods back to the customer is covered by us.

Soiled goods will not be considered for exchange or refund. This does not affect your statutory rights. Please notify Snuggy Hoods of any goods that have been damaged in transit within 48 hours of receipt or no exchange will be considered. When returning goods please include full contact details, proof of purchase and reason for exchange or refund. Snuggy Hoods will not be responsible for returned goods that are lost in transit.

Please note, goods will only be considered for exchange or refund if they are clean and dry and in new condition. Snuggy Hoods offers a 'free returns and exchanges policy' so no extra postage charges will apply unless you choose to return items using a method other than our pre-paid postage label provided. PLEASE NOTE the 'free returns and exchanges policy' only applies to full price orders/items being returned for exchange or refund. Items purchased at a discounted price or during a sale must be returned at the customer's expense.

Please try to order the correct size and contact us if we can be of any further help with sizing. We do recommend that parcels are sent RECORDED post as no responsibility will be held for parcels lost in transit using our return post label. By purchasing the extra RECORDED option, you will have the guarantee of a signature on arrival at our offices.

Refunds will usually be issued back onto the payment method by which you made the initial purchase within 21 days of Snuggy Hoods receiving the item/s back in new condition.If you would prefer a different payment method, please contact the office. Postage charges are not refunded except in the case of faulty/defective items.

Repair and alteration service

Alterations

Where a problem with fit has occurred, causing rubbing, chaffing or like, Snuggy Hoods can offer an Alteration Service. The cost for this service is 25 which includes the courier service back to you. We ask that items are tried on the horse and photos, measurements and/or diagrams are returned with the item(s) together with full contact details including a daytime telephone number. Items will not be considered for alteration unless returned machine washed and dry. Soiled goods will be returned to you at your own cost. This is to conform with Health and Safety. We will not be held responsible for any problems regarding fit but are happy to help as much as possible with any fitting issues.

Repairs

Snuggy Hoods offer a lifetime repair service for all Snuggy Hoods products. Hoods/rugs MUST be returned machine-washed and dry (Due to Health and Safety) and include full contact details including a daytime contact telephone number. There is a standard charge of 25 per Hood or per Rug including the postage service back to you. If an item is deemed "beyond repair" the customer will be informed and no fee charged. Snuggy Hoods will not be held responsible for any damage sustained in use by your horse or pony. Please be vigilant and inform us as soon as possible of any fit issues so that we can help to prevent any damage to your hood/rug.