Refund policy

Our Promise

At Snuggle Heaven, we want you to love your Hello Kitty goodies! If something goes wrong, we're here to help.

Refunds and returns are only offered if:

• Your package didn't arrive
• The item is damaged upon arrival
• You received a different item than what you ordered

14-Day Return Policy

You have 14 days after receiving your item to request a return. To be eligible:

• The item must be unworn, unused, with tags, and in its original packaging
• A receipt or proof of purchase is required

To start a return, contact us at contact@snuggleheaven.shop. If your return is accepted, we'll provide you with the next steps. Returns sent without prior approval will not be accepted.

Damages & Issues

Please inspect your order upon arrival and contact us immediately if your item is damaged, defective, or incorrect. We'll evaluate the issue and make it right.

Non-Returnable Items

We do not accept returns for:

• Perishable goods (food, flowers, plants)
• Custom or personalized items
• Personal care products (beauty, hygiene items)
• Hazardous materials, flammable liquids, or gases
• Sale items and gift cards

Exchanges

We do not offer direct exchanges. If you need a different item, return your original order (if eligible) and place a new order separately.

Refunds

Once we receive and inspect your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.

If you are eligible for a return, you must assume the return shipping costs.

Note: Banks and credit card companies may take additional time to process the refund. If more than 15 business days have passed since your refund was approved, contact us at contact@snuggleheaven.shop.

Incorrect Address or Delivery Failure

Please double-check your shipping address before placing your order. If a package cannot be delivered due to an incorrect or incomplete address provided at checkout, we are not responsible for reshipping the item or issuing a refund. This includes cases where the carrier marks the delivery as unsuccessful due to the address issue.

Unclaimed Orders

If your order is delivered to a parcel locker and remains unclaimed for more than 4 days, and you do not respond to our contact attempts (email or SMS), we will consider the order abandoned. Unclaimed packages may remain with the shipping company until they are either destroyed or handled at their discretion.

Missed Delivery Attempts

It is the customer's responsibility to be available to receive the package or to arrange a timely redirection with the carrier. If the carrier cannot deliver due to absence and no redelivery or redirection is arranged, the package may be returned or destroyed by the carrier. In such cases, we do not issue refunds, as the order is considered abandoned.