This is a place to describe your Return and Refund Policy to buyers.
A Return and Refund policy usually consists of:
- Terms of return (i.e. number of days)
- State of return (e.g. unworn)
- Reason for return (e.g. damaged or wrong product)
- Process for return (i.e. how to initiate a return, how to contact customer service)
- Process of refund (i.e. terms of refund, duration, payment details)
- Contact details
Return & Refund Policy
We want you to love your knit. If something isn’t right, we’re here to help.
Terms of Return
- 30-day window: You have 30 days from the delivery date to request a return.
- Contact first (required): Email tracy@snugbug-knits.com before sending anything back so we can approve the return and give you the correct return address.
Condition of Items
- Items must be unused, unworn, unwashed, and free of odors, pet hair, and lint, with any original tags/packaging included.
- Please fold and pack carefully—wool is sturdy but appreciates kindness.
- A receipt or order number is required.
What’s Returnable / Not Returnable
- Returnable: Ready-to-ship items in new condition.
- Not returnable:
- Custom or personalized orders (made to your measurements, colors, monograms, etc.)
- Made-to-order items that were created specifically for you unless defective on arrival
- Digital downloads/patterns
- Final-sale/clearance items
Note: All Snug Bug Knits products are handmade (and some are made to order). Slight variations are normal and part of the charm. If you still need to return an item, just email us and we’ll take good care of you.
Damaged or Wrong Item
If your order arrives damaged or incorrect, email tracy@snugbug-knits.com within 7 days of delivery with photos of the issue and the packaging. We’ll prioritize a replacement, exchange, or full refund (including return shipping, if applicable).
How to Start a Return
- Email tracy@snugbug-knits.com with your order number and reason for return.
- We’ll reply with approval and the return address.
- Ship the item back within 14 days of approval. (Use a trackable service; we’re not responsible for returns lost in transit.)
Refunds
- Once your return is received and inspected, we’ll notify you and issue a refund to your original payment method (product price only) within 3–5 business days.
- Banks/payment providers may take an additional 3–10 business days to post the credit.
Shipping Costs
- Original shipping charges are non-refundable.
- Return shipping is paid by the buyer unless the item is damaged/incorrect.
Exchanges
If you’d prefer an exchange (when available), email tracy@snugbug-knits.com and we’ll hold the replacement for up to 7 days after approval while your return is in transit.
Questions
We’re happy to help. Email tracy@snugbug-knits.com and we’ll respond as quickly as possible.