Specialist Waste and Recycling

Returns from outside the UK are not free of charge.

The cost of returning items from international addresses is the responsibility of the customer.

We always recommend using a tracked and insured service, as Snuz cannot be held
responsible for items lost in transit.

Any customs duties, taxes, or charges incurred when returning items internationally are also the responsibility of the customer.

To make a return:

1. Contact Customer Service

• Email: returns@snuz.co.uk with your order number and reason for return to receive a Returns Authorisation (RMA) number and instructions.

1. Prepare Your Return

• Clearly mark the RMA number inside the parcel.
• Include all original packaging and accessories.

1. Ship the Item

• UK returns are free and Snuz will provide a returns label when you contact them.
• Returns from outside the UK are the responsibility of the sender (return postage is not covered).

1. Inspection and Refund

• Once received, your return will be inspected and your refund will be processed.

We know how important your little one’s products are, and it can be frustrating when something doesn’t arrive or last as it should. Please don’t worry, we’re here to put it right.
      
If you believe your product is faulty, please visit the Warranty section of the Snüz website and complete the online warranty form at the earliest opportunity: https://www.snuz.co.uk/pages/warranty

When submitting the form, please include a description of the issue, the item batch number, and photographs where possible to help us investigate quickly.

Once we receive your claim, a member of our Customer Experience team will be in touch within 48 hours to help get everything resolved.

Please note: If you submit your claim over a weekend or bank holiday, we’ll be in touch on the next working day.

Please do not continue using a potentially faulty product.

In line with your statutory rights, Snüz will offer a replacement or refund where appropriate.

If your order arrives faulty, damaged, with missing parts, or incorrect, please report it within 7 working days.

• Items received as gifts can be returned within the same 100-day window from when the original purchaser received the item.
  
  
• Refunds will be issued to the original purchaser via their original payment method.
• 
  If the original payment details cannot be provided, refunds for gift returns may be issued as a credit note.
• 
  Gift receipts or order details must be supplied in order to process a gift return.

Certain items cannot be returned unless faulty, including but not limited to:

• Opened mattresses — Snuz cannot process refunds for mattresses unrolled or removed from sealed packaging unless there is a verified fault.
  
  
• Gift vouchers — excluded from the 100-day returns period.
• 
  Items that are made to specification or personalised.
• 
  Products without original tags, packaging, or that show signs of use.