Refund policy
RETURN & REFUND POLICY
Last updated: August 11, 2026
We want you to be happy with your SnugShroom purchase. If there is an issue with your order, please contact us and we will do our best to help.
1. RETURN WINDOW
For eligible products, return requests must be made within 14 days of delivery or pickup.
After 14 days, we may not be able to accept a return unless the product is defective or otherwise covered by applicable consumer protection laws.
2. RETURN ELIGIBILITY
To be eligible for a return, the product must:
- be unused;
- be in the same condition in which it was received;
- include all original parts and accessories; and
- be returned in its original packaging when reasonably possible.
Products showing signs of misuse, modification, excessive wear or damage caused after delivery may not be eligible for return.
3. NON-RETURNABLE PRODUCTS
The following products are generally not eligible for return or exchange unless they arrive damaged, defective or materially different from what was ordered:
- personalized products;
- custom-made products;
- products manufactured according to customer-selected customization;
- products made specifically to order when clearly identified as final sale;
- gift cards; and
- clearance or final-sale products when clearly marked as such before purchase.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
4. CHANGE OF MIND RETURNS
Eligible non-personalized products may be returned within the 14-day return period if you change your mind.
Unless the product is defective, damaged on arrival or incorrect due to an error by SnugShroom, the customer is responsible for return shipping costs.
Original shipping and delivery charges are generally non-refundable.
5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after receiving it.
If your product arrives damaged, defective or materially different from what you ordered, contact us as soon as possible and include:
- your order number;
- a description of the issue; and
- clear photographs showing the product and, when relevant, the packaging.
Once reviewed, we may offer an appropriate solution, which may include:
- replacement;
- repair;
- exchange; or
- refund.
SnugShroom will cover reasonable return or replacement shipping costs when the issue is confirmed to have resulted from damage in transit, a manufacturing defect or an incorrect item supplied by us.
6. 3D PRINTED PRODUCTS
Many SnugShroom products are manufactured using 3D printing.
Minor layer lines, small texture variations or slight differences in surface finish are normal characteristics of the 3D printing process and are not automatically considered manufacturing defects.
If you believe your product has a genuine defect that affects its function, appearance or intended use, please contact us so we can review the issue.
7. LIGHTING PRODUCTS
Lighting products must be returned with all included components and accessories.
Damage resulting from modification, use of incompatible electrical components, improper installation or use contrary to product instructions may not qualify as a manufacturing defect.
If an included electrical component arrives defective, please contact us before attempting to modify or repair the product.
8. HOW TO REQUEST A RETURN
Before returning any product, please contact us at:
snugshroomstudio@gmail.com
Please include:
- your name;
- order number;
- product being returned;
- reason for the return; and
- photographs if the item is damaged or defective.
Do not send a return before receiving return instructions from us.
9. RETURN SHIPPING
For change-of-mind returns, customers are responsible for the cost of returning the product.
We recommend using a trackable shipping service.
SnugShroom is not responsible for returned packages that are lost before reaching us.
If the return is required because of a confirmed error by SnugShroom, a manufacturing defect or shipping damage, we will provide return instructions and cover reasonable return shipping costs where applicable.
10. LOCAL RETURNS
Customers who collected their order locally in the Victoria, British Columbia area may be able to arrange an in-person return.
Please contact us before arriving.
Returns cannot be accepted at a pickup location without prior arrangement.
11. REFUNDS
Once a returned product is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow up to 5–10 business days after approval for the refund to appear, depending on your bank, card issuer or payment provider.
12. PARTIAL REFUNDS
In some cases, only a partial refund may be issued.
Examples may include:
- products returned with missing components;
- products showing damage not caused by SnugShroom;
- products returned in a materially different condition from when they were supplied.
Any deduction will be explained before the refund is finalized.
13. EXCHANGES
If you would like a different colour, size or product, please contact us.
For eligible products, the simplest option may be to return the original product and place a new order.
Personalized or custom-made products generally cannot be exchanged unless there is a defect or an error in the order.
14. ORDER CANCELLATIONS
If you need to cancel an order, contact us as soon as possible.
Orders that have not yet entered production may be cancelled.
Custom, personalized or made-to-order products may not be cancellable once manufacturing has started.
If an eligible cancellation is approved after payment has been processed, a refund will be issued to the original payment method.
15. CONSUMER RIGHTS
Nothing in this Return & Refund Policy limits rights or remedies that customers may have under applicable consumer protection laws.
16. CONTACT
For return, exchange or refund questions, please contact:
SnugShroom
Victoria, British Columbia
Canada
Website: snugshroom.ca
Email: snugshroomstudio@gmail.com