Refund policy

Returns & Refunds

We want you to feel confident ordering from CloudSnug. If you change your mind, we offer returns on unused products within 90 days of the date you placed your order.

Our 90-day return policy

To use our extended return policy, contact us and send your item back within 90 days of placing your order.

Products must be unused, unwashed and undamaged, with their original cover, accessories and packaging included. This extended policy is not a sleep trial and does not cover pillows that have been slept on.

These conditions apply to our voluntary extended returns offer. They do not limit your statutory cancellation rights or your rights if a product is faulty or not as described.

How to arrange a return

Email Hello@CloudSnug.co.uk with your order number or other proof of purchase and the items you would like to return.

We’ll provide the return address and instructions. Please contact us before posting anything so we can arrange the correct return route. Keep your proof of postage until your refund has been completed.

Return postage

The first return shipment from each order is free when arranged through CloudSnug. Please include all items you wish to return from that order in the same shipment where possible.

For additional change-of-mind return shipments from the same order, you are responsible for postage. We cover reasonable return costs for faulty, damaged or incorrectly supplied items.

Your right to cancel

For online purchases, you can notify us that you wish to cancel within 14 days after delivery, without giving a reason. You then have a further 14 days to send the goods back.

You may inspect your purchase as you would in a shop. We may reduce a change-of-mind refund to reflect any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

You can cancel by emailing Hello@CloudSnug.co.uk with a clear statement that you wish to cancel.

Refunds

Refunds are issued to your original payment method.

For statutory cancellations, we’ll refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If you cancel before dispatch, we’ll refund you within 14 days of your cancellation notice.

For eligible returns under our extended policy, we’ll issue your refund within 14 days of receiving the goods.

When you cancel your entire order within the statutory cancellation period, we also refund the standard outbound delivery charge. Any extra amount paid for premium delivery is not refundable. For change-of-mind returns under our extended policy, original delivery charges are not refunded.

Your payment provider may take additional time to display the refund.

Faulty, damaged or incorrect items

If something is wrong with your order, please contact us promptly with your order details and a description of the problem. Photos can help us resolve the issue.

We’ll arrange the appropriate refund, replacement or other remedy in accordance with your consumer rights. Our 90-day return window and unused-item conditions do not restrict those rights.

Need help?

Contact us at Hello@CloudSnug.co.uk and we’ll help you with the next steps.