Política de reembolso

Last updated: October 14, 2026

At SnugMelt, we want every cozy night to feel just right. If something isn't right with your order, we're here to help. This policy applies to orders placed from any country. Where the law of your country gives you more rights than this policy, those rights always apply.

90-Day Money-Back Guarantee You can request a return within 90 days of the date your order was delivered. To be eligible, your item must be:

• unused: not used with a candle, food or heat, and not washed or damaged after delivery (opening the box and inspecting the item is fine);
• returned with all its parts, including the fork, in its original packaging.

We'll inspect every return when it arrives. If an item doesn't meet these conditions, we'll let you know and, where the law allows, we may decline the refund or reduce it to reflect the item's condition.

Return shipping For returns because you changed your mind, the cost of return shipping is paid by the customer. Please pack the item securely and use a trackable shipping service: we can't refund items lost or damaged on their way back to us.

If your item arrived damaged, defective or was not what you ordered, you don't pay anything: see below.

How to start a return

1. Email us at snugmelt@gmail.com with your order number and the reason for your return.
2. We'll reply within 2 business days with the return address and instructions.
3. Please don't send items back without contacting us first. Items sent without a return request may not be accepted.

Damaged, defective or wrong items Please check your order when it arrives. If your mug arrives broken, defective or isn't what you ordered, email us at snugmelt@gmail.com with:

• your order number;
• a clear photo of the item and its packaging;
• a photo of the shipping label.

We kindly ask you to let us know within 7 days of delivery so we can help you as quickly as possible. This request does not limit your legal rights.

Once your claim is approved, we'll send you a free replacement or a full refund, whichever you prefer, and you won't need to send the item back. In rare cases, we may ask for more information or ask you to return the item at our expense.

Damage caused after delivery by misuse, accidents or normal wear (for example, dropping the mug, using it in a microwave, oven or dishwasher, or placing it on a direct flame or stove) is not covered by the 90-Day Guarantee, but this doesn't affect your legal rights for faulty products.

Lost or undelivered orders All orders ship free and insured.

• Not delivered: if your order hasn't arrived within 30 days of shipping, contact us and we'll resend it or refund you in full.
• Marked as delivered but not received: please check with neighbors, your building's reception and your local carrier, and wait 48 hours, as packages are sometimes marked as delivered early. If it still doesn't appear, contact us and we'll open an investigation with the carrier. Once confirmed, we'll resend your order or refund you.
• Incorrect address: please check your address carefully at checkout. If you notice a mistake, email us within 12 hours of placing your order and we'll correct it. We can't be responsible for orders delivered to an incorrect address provided by the customer, but we'll always try to help.

Cancellations You can cancel your order free of charge before it ships. Email us as soon as possible with your order number. Once your order has shipped, you can still return it under this policy.

Refunds Once your return is received and inspected, or your claim is approved, we'll email you to confirm. Refunds are issued to your original payment method, in the currency you paid in, within 5 business days of approval. Depending on your bank, it may take a few extra days to appear, and the final amount may vary slightly due to exchange rates applied by your bank. If you haven't received it after 10 business days, please contact us.

If you return only part of an order that included the 2-mug pair, we'll refund the amount you paid for the returned item (half of the pair price).

Import duties and taxes Our prices include all taxes and duties we collect at checkout. If your local customs authority or carrier charged you an additional fee on an order that arrived damaged, defective or wrong, contact us and we'll help you resolve it.

Exchanges We don't offer direct exchanges. If you'd like a different option, simply return your item under this policy and place a new order.

Gifts If you received your SnugMelt as a gift, you can still return it under this policy. The refund will be issued to the original purchaser's payment method.

Your legal rights This policy is in addition to, and does not limit, any rights you have under the consumer protection laws of your country, including rights that apply when products are defective, not as described or not delivered.

• European Union, United Kingdom, Norway, Iceland, Liechtenstein and Switzerland: you have the right to cancel your purchase within 14 days of receiving it, for any reason, by contacting us at snugmelt@gmail.com (you may use a model withdrawal form, available on request, but it isn't required). You must send the item back within 14 days of telling us, and you pay the return shipping cost. We'll refund you, including the original delivery cost if any, within 14 days of your cancellation, but we may wait until we receive the item or proof that you've sent it. You may handle the item as needed to examine it, as you would in a store; we may reduce the refund only if its value has been reduced by handling beyond that. You are also entitled to the legal guarantee of conformity for goods that are faulty or not as described.
• Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and 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.
• New Zealand: nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
• United States, Canada and other countries: you may have additional rights that vary by state, province or country. Nothing in this policy excludes any warranty or right that cannot be excluded by law.

Changes to this policy We may update this policy from time to time. The version in effect on the date of your purchase applies to your order. If this policy is translated, the English version prevails in case of any difference.

Questions? We're always happy to help. Email us at snugmelt@gmail.com. Business days are Monday to Friday, excluding public holidays.