Returns & Warranty
We want you and your little one to love your new friend. If something isn't quite right, we're here to make it better.
Every Snugcub comes with our promise — if it's faulty, we'll sort it. If you've changed your mind, you've got 30 days.
30-Day Change of Mind
Changed your mind? No worries. You can return any unopened, unused Snugcub within 30 days of delivery for a full refund of the product price.
A few things to know:
- The Snugcub must be unopened, in its original packaging, with all tags attached
- Once a Snugcub has been cuddled, microwaved, or frozen, we can't accept it back — for hygiene reasons, every Snugcub that goes out needs to be brand new
- You'll cover the return shipping
- Original shipping costs aren't refunded
- Once we receive the Snugcub and check everything's in order, we'll refund your original payment method within 5 business days
To start a return, email hello@snugcubs.co.nz with your order number.
Faulty or Damaged Snugcubs
If your Snugcub arrives damaged, has a manufacturing fault, or stops working as it should, we'll sort it out. You can choose between:
- A replacement Snugcub
- A full refund
- A repair (where that makes sense)
For faulty products, we cover return shipping. Just email hello@snugcubs.co.nz with your order number and a photo or short video showing the issue, and we'll respond within 2 business days.
These rights apply for the reasonable expected life of your Snugcub — not just the first 30 days.
The 12-Month Snugcubs Promise
Every Snugcub comes with a 12-month promise from the day it arrives at your door. If your Snugcub develops any manufacturing defect in normal use during that time — loose stitching, seam splits, filling issues, anything that shouldn't happen with normal cuddles — we'll replace it free. No quibbles.
What Isn't Covered
The Snugcubs Promise covers manufacturing defects, not general wear and tear or damage from:
- Not following the heating or cooling instructions (microwaving longer than 60 seconds, or freezing longer than 2 hours)
- Washing in ways the care label doesn't recommend
- Pets, accidents, or rough handling beyond normal toddler use
Your Consumer Rights
🇳🇿 For New Zealand customers
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.
🇦🇺 For Australian customers
Your Snugcub comes with guarantees under the Australian Consumer Law that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are 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.
Questions?
Email us at hello@snugcubs.co.nz and we'll get back to you within 2 business days.
We're a small NZ team — a real dad and a real little team — and we read every email.