Refund policy

This policy applies to purchases made from Sully Nuzzle at www.tinysnug.shop.

For any questions about returns, refunds, or cancellations, please contact sullynuzzle@gmail.com.

90-Day Return Policy

We offer a 90-day return policy. You have 90 calendar days from the date of delivery to request a return.

To qualify under our voluntary 90-day return policy, your item must be:

  • Unused and in the same condition you received it.

  • With all original tags and accessories.

  • In its original packaging.

  • Accompanied by a receipt or proof of purchase.

Discounted and sale items are eligible for returns under the same conditions.

These conditions do not restrict your statutory rights, including your rights concerning faulty goods or any applicable legal right of withdrawal.

How to Request a Return

Email sullynuzzle@gmail.com with your order number and details of the item you wish to return.

We will provide return instructions and the appropriate return address. Please contact us before sending your item back, and do not use the address on the shipping package unless we confirm it is correct.

Returns under our voluntary 90-day policy require prior authorization. This requirement does not restrict your legal right of withdrawal.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact sullynuzzle@gmail.com as soon as possible with your order number and a description of the issue. Where possible, include photos to help us assess the problem.

We will review the issue and arrange an appropriate solution in accordance with your applicable consumer rights. Our 90-day return window does not limit your statutory rights concerning faulty or misdescribed goods.

Exceptions / Non-Returnable Items

The following are excluded from our voluntary 90-day return policy:

  • Personalized items or goods made to your specifications.

  • Personal care or hygiene products that have been opened or used.

  • Gift cards.

  • Hazardous materials, flammable liquids, or gases.

These exclusions do not override your statutory rights.

Where a legal hygiene exception applies, it concerns sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery. An item is not automatically excluded simply because it is intended for babies or personal use.

If you are unsure whether an item qualifies for a return, please contact us before purchasing.

Exchanges

We do not offer direct exchanges for changes of mind. If your item is eligible, you may request a return and place a separate order for the product you prefer.

This does not affect any legal entitlement to a replacement for faulty or incorrect goods.

Right of Withdrawal — EU Customers

If your purchase is covered by EU consumer withdrawal rules, you have the right to withdraw from your purchase within 14 calendar days of delivery, without giving a reason, subject to applicable legal exceptions.

To exercise this right, email sullynuzzle@gmail.com with your order number and a clear statement that you wish to withdraw. You must send the goods back within 14 calendar days of notifying us.

You may inspect the goods as you would in a shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Missing original packaging or tags does not automatically remove this right.

For a valid withdrawal, we will refund the applicable payments, including the cost of standard outbound delivery. Additional costs for premium delivery are not refundable.

We will issue the refund without undue delay and within 14 calendar days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

Refunds

For returns under our voluntary 90-day policy, we will inspect the returned item and notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to display the refund.

If more than 15 business days have passed since approval, please contact sullynuzzle@gmail.com.

Where statutory refund deadlines apply, those deadlines take precedence over our voluntary policy.

Return Shipping Costs

For change-of-mind returns, you are responsible for return shipping costs, except where applicable law requires otherwise.

If an item is faulty, damaged, or incorrect due to our error, we will cover the necessary return shipping costs. Please contact us first so we can arrange the appropriate return method.

We do not provide prepaid return labels as standard for change-of-mind returns. We recommend using a tracked shipping service and retaining your proof of postage.

Order Cancellations

Order processing typically takes 1–3 business days. If you wish to cancel, email sullynuzzle@gmail.com as soon as possible with your order number.

We will do our best to stop the order before it is prepared or dispatched. However, processing times are not a guaranteed cancellation window.

If your order has already been prepared or shipped, we may be unable to stop delivery. You may still request a return under this policy or exercise any applicable legal right of withdrawal.