Refunds, Cancellations & Exchanges

Online Purchases at snugnz.com: Refunds, Cancellations and Exchanges

 

Please note that these notes only apply to ONLINE purchases. If you have purchased your items at our stores in Queen's Arcade, please scroll down.

1. What is your Refunds & Exchanges policy?

 We will happily give refunds and accept returns or exchanges for goods purchased online within 365 days of purchase, where the goods meet the criteria discussed in Section 2 below. Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt.

When posting a return to us internationally, please mark clearly on the customs form "EXCHANGE - WRONG SIZE" otherwise your package may attract additional fees and duties.

If you wish to cancel a purchase that has not already shipped, see Note 8 below.

2. How do I obtain a refund, exchange or return an online purchase?

We regret that we are unable to offer a credit, exchange, refund or return for items which are unaccompanied by the original sales receipt.

Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt or gift receipt. Snugnz.com happily accepts returns or exchanges within 365 days of purchase. Where goods are returned in the above condition, within 365 days of purchase, a refund will be processed to you via the original payment method.

First, download a print-friendly version of our Refund and Exchanges Form will soon be available here in PDF form. In the meantime, please email us at veronica@snugnz.com. Then post it with the goods to be exchanged to the address below.

Returns

Snug Ltd

17/19 Queen's Arcade

34-40 Queen Street

1010 Auckland 

New Zealand

When posting a return to us internationally, please mark clearly on the customs form "EXCHANGE - WRONG SIZE" otherwise your package may attract additional fees and duties.

We will mail your exchanged item to you as soon as we have processed your exchange. Refunds will be made in the form of original payment.

Please note that shipping fees and/or duty are non-refundable, and the cost of shipping returns must be born by the purchaser.

3. How do I refund or exchange a gift?

Garments must be in brand new condition, unworn, unwashed, with tags attached, and accompanied by the original receipt or gift receipt. If you have the original sales receipt you can refund or exchange your gift the same way you would return a regular purchase. Review the answer to question 2 above to learn more.

We regret that we are unable to offer a credit, exchange, refund or return for items which are unaccompanied by the original sales receipt.

4. Can I come to your Queen's Arcade stores to refund or exchange a purchase made online?

Yes, please do. 

5. How long do I have to return or exchange a purchase?

For online orders, return shipments must be post-marked no more than 365 days after you received your shipment.

6. What if I can't find my original receipt?

We regret that we are unable to offer a credit, exchange, refund or return for items which are unaccompanied by the original sales receipt.

7. How do I get a Refunds, Exchanges and Returns Form?

A print-friendly version of our Refund and Exchanges Form will soon be available here in PDF form. In the meantime, please email us at veronica@snugnz.com.

8. Cancelling your order

Once your order has been processed, i.e. you have paid online for your goods, there is only a small window of time before your order will be packed and dispatched.

If you wish to cancel your order, please email us immediately on veronica@snugnz.com quoting the order number, the full name on the method of payment, and the $ amount of the order.

If your order has been packed and dispatched, please note that we will not be able to offer you a refund except via the process described in Note 3 above.

If your order has not been packed and dispatched, we will endeavour to cancel your order and arrange a refund to your payment method as soon as possible. Please be patient as this process may take up to five working days.

Please note that under New Zealand law we are not legally obliged to refund you if you change your mind, or if the garment you have purchased does not fit. If the goods are faulty we will of course meet our obligations under the New Zealand Consumer Guarantees Act.

 

In-Store Purchases: Exchanges & Returns

How do I refund or exchange a recent purchase made at your Queen's Arcade store?

It is important that you choose carefully when purchasing instore as we are not legally obliged to refund you if you change your mind, or if the garment you have purchased does not fit when you return home. If the goods are faulty we will meet our obligations under the New Zealand Consumer Guarantees Act.

For more information about refunds in New Zealand, click here for advice issued by the Ministry of Consumer Affairs.