Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@snoodle.nz. Please note that returns will need to be sent to the following address: c/o- GFM Branding Solutions, 22a Rathbone Street, Whangarei.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@snoodle.nz.

 

Size exchanges

I am happy to exchange your Snoodle for another of my standard Snoodle sizes and I will do my best to replace with the same material/colours but please remember Snoodles are hand made and I may run out of certain materials. To request a size change please contact us at orders@snoodle.nz with your original order info and which of the standard Snoodle sizes you'd like to exchange for. The cost difference and courier cost will be at your expense and will need to send me the original Snoodle. Please email me first to request a size change. If you want a non standard size please email me and I will try my best, custom sizes are an additional cost.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
If you have requested a customised size for your Snoodle dog coat and it has been made specifically to your measurements, it cannot be returned. Additionally, any changes made to the coat, such as customising colour combinations or fabrics that are outside of the Snoodle colour range listed on the website, are also non-returnable because they cannot be resold.

Please note that sales items are not eligible for return so please double check your sizing and order before proceeding.

If you have any further questions or concerns about the return policy, I recommend reaching out directly to Lexi for more specific information.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@snoodle.nz.