Refund policy

Returns & Refunds

We want you and your cat to love your SnugLoft. If something isn't right, here's how it works.

14-Day Returns

You have 14 days from the delivery date to request a return. To be eligible, the item must be unused, in its original condition and packaging, and not installed.

To start a return, email support@snugloft.shop with your order number and the reason for the return. We'll reply within 2 business days with return instructions and an address. Please don't send anything back before contacting us — returns sent without prior authorisation can't be processed.

Return Shipping

For change-of-mind returns, you're responsible for return shipping costs. Original shipping charges are non-refundable.

If your item arrived damaged, defective, or incorrect, we cover return shipping in full.

Damaged or Defective Items

Please inspect your order on arrival. If anything is damaged or incorrect, email us within 7 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a full refund — your choice, and in most cases we won't ask you to ship the item back.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.

Cancellations

Orders can be cancelled for a full refund any time before they're dispatched — usually within 24 hours of purchase. Once an order has shipped, our standard return process applies.

Non-Returnable Items

We can't accept returns on items that have been installed, modified, or damaged through use, misuse, or improper installation. Sale items and gift cards are final sale.

Questions

Email support@snugloft.shop and we'll get back to you within 2 business days.