Help & FAQs

Yes — you've got 30 days from delivery to return any unopened, unused Snugcub for a full refund of the product price.

The Snugcub needs to be in its original packaging with all tags attached. Once it's been cuddled, microwaved, or frozen, we can't take it back (hygiene reasons — every Snugcub we send out needs to be brand new).

For change of mind returns, you'll cover the return shipping, and the original shipping cost isn't refunded.

For faulty Snugcubs, we cover everything.

Once we receive your return and check everything's in order, we'll refund your original payment method within 5 business days. Depending on your bank, it may take another 1–3 days to show up.

Email us at hello@snugcubs.co.nz with your order number. We'll send you return instructions within 2 business days.

We're so sorry! Email hello@snugcubs.co.nz with your order number and a photo or short video of the damage, and we'll respond within 2 business days.

You can choose between a replacement, a full refund, or a repair — whichever works best for you. We cover all shipping costs for faulty products.

Every Snugcub comes with a 12-month promise from the day it arrives. If it develops a manufacturing defect in normal use — loose stitching, seam splits, filling issues — we'll replace it free. No quibbles.

Your rights under NZ and Australian consumer law continue beyond those 12 months for the reasonable expected life of the product.

The Snugcubs Promise covers manufacturing defects, not general wear and tear or damage from:

• Microwaving longer than 60 seconds
• Freezing longer than 2 hours
• Washing in ways the care label doesn't recommend
• Pets, accidents, or rough handling beyond normal toddler use

If your order hasn't turned up within the expected delivery window, email hello@snugcubs.co.nz with your order number and we'll track it down. We'll work with the courier to resolve it, or send a replacement if the parcel is lost.

Yes — and your full consumer rights under Australian Consumer Law apply. Shipping rates and delivery times are shown at checkout.

Your Snugcub comes with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. If your Snugcub has a major fault, you can choose a refund or replacement. For a minor fault, we'll offer a repair, replacement, or refund.

Nothing in our returns policy limits these rights.

Your Snugcub comes with guarantees under the Australian Consumer Law that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in our returns policy limits these rights.