Returns and Refund Policies

We want you to feel comfortable and confident when ordering from Snug Lodge Collective. Due to the personal and hygienic nature of many of our products, returns are subject to the conditions below.

Return Eligibility

To be eligible for a return, an item must be:

Unused and unworn;

Unopened;

Undamaged;

Sealed in its original packaging; and

In the same condition in which it was received.

Items that have been opened, used, worn, washed, tested, altered, damaged after delivery, or removed from their sealed packaging cannot be returned.

This restriction applies even when an item was only briefly tried on or tested. For health and hygiene reasons, we cannot place opened personal care products back into inventory. 

Please contact us within 7 days of delivery to request a return. A return must be approved before it is sent or brought back to us. Items returned without prior authorization may not be accepted.

Return Costs

Customers are responsible for all costs associated with returning an eligible item.

Original delivery charges are non-refundable.

If you are placing a new order and have an approved item to return, please contact us before delivery. When possible, we may collect the return during delivery of your new order at no additional return-collection charge.

Return collection must be arranged and approved in advance. Please do not hand an unapproved return to the delivery driver.

Processing Fee

Approved discretionary returns are subject to a 5% processing fee, calculated using the purchase price of the returned item before tax.

The processing fee will be deducted from the refund.

The 5% processing fee does not apply when the return results from an item arriving damaged or defective, or from Snug Lodge Collective sending the wrong item.

Refunds

Once an approved return is received, we will inspect it to confirm that it meets the conditions of this policy.

When the return is accepted, the applicable refund will be issued to the original payment method, less the 5% processing fee and any non-refundable delivery or return costs. 

Shipping, delivery, transaction, and return costs already incurred are not refundable unless the return resulted from an error by Snug Lodge Collective or the item arrived damaged or defective.

The time required for the refund to appear in your account will depend on your bank or payment provider.

Damaged, Defective, or Incorrect Items

Something arrived damaged, defective, or simply was not what you ordered? We are genuinely sorry.

Please contact us as soon as possible after delivery and include:

Your order number;

A description of the issue; and

Clear photographs of the item, packaging, shipping label, and any visible damage.

 

Please keep the item and its original packaging until we have reviewed your request. Do not use or discard a damaged or incorrect item unless we instruct you to do so.

Once the issue has been reviewed, we will make it right through an appropriate replacement, refund, store credit, or other reasonable solution.

You will not be charged a processing fee or return cost for an accepted claim involving an item that arrived damaged or defective, or an incorrect item sent by Snug Lodge Collective.

Normal variations in colour, print placement, texture, packaging, or appearance that do not affect the product’s intended use may not be considered defects.

Final-Sale Items

The following cannot be returned unless they arrived damaged, defective, or incorrect:

Opened or unsealed personal care and hygiene products;

Used or worn products;

Gift cards;

Promotional or complimentary products;

Clearance items identified as final sale; and

Items specifically marked as non-returnable or final sale on the product page.

Free gifts and promotional items have no cash value and are not eligible for refunds or exchanges.

Exchanges

We do not currently offer direct exchanges.

To obtain a different product or size, you may return an eligible item in accordance with this policy and place a new order.

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

We cannot guarantee cancellation once an order has been processed, prepared, assigned for delivery, or delivered. Orders that can no longer be cancelled will be subject to the regular return conditions in this policy.

Contacting Us

To request a return or report a problem with an order, contact us through the contact form on our website.

Please include your order number so we can locate the purchase and assist you more efficiently.