Refund policy

Refund Policy

Last updated: 2 October 2026

The short version

  • Changed your mind? Tell us within 14 days of delivery, then send the item back within 14 days of telling us. We refund you within 14 days.
  • Return postage: you pay to send back a change-of-mind return. If the item is too big for a parcel service, we collect it at our cost.
  • Faulty, damaged or not as described: we cover the return, and you get a full refund within 30 days of delivery, then a repair, replacement or refund after that, as the law requires.
  • Always email us first at hello@snoozly.co.uk with your order number, so we can give you the right returns address.

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days, starting the day after you, or someone you nominate, receive it. If your order arrives in more than one delivery, the 14 days start the day after you receive the last item. You can also cancel at any time after ordering and before delivery.

How to cancel: tell us clearly that you want to cancel, by email to hello@snoozly.co.uk, by phone on +44 7598 327268, or by post to the trading address at the end of this policy. You can use the model cancellation form at the end of this policy, but you do not have to.

Sending it back: you must send the item back within 14 days of the day you tell us you are cancelling. Some items are dispatched by the brands we work with and go back to them rather than to us, so we will email you the correct returns address. Please do not send items to our registered office.

Return costs: you pay the cost of sending a change-of-mind return back to us. We recommend a tracked service and keeping proof of postage. If an item is too large to send by a standard parcel service, for example a large dog house or an extra large sofa bed, tell us and we will arrange collection at our cost.

Condition: you can handle the item as you would in a shop, to check it is right. Please return it unused and in its original packaging where possible. If an item has been used, damaged or handled more than that, we may reduce your refund to reflect the loss in its value, as the law allows.

Your refund: we refund the price you paid for the items you return. If you cancel your whole order, we also refund your delivery charge, up to the cost of our Standard delivery. We refund you within 14 days of the day we receive the item back, or the day you give us proof that you have sent it, whichever is earlier. If we collect the item from you, we refund you within 14 days of the day you tell us you are cancelling.

Exception: items made to your specification, such as a personalised or embroidered bed, cannot be cancelled once we have started making them, unless they are faulty, damaged or not as described.

2. If something is faulty, damaged or not as described

Your legal rights under the Consumer Rights Act 2015 apply to everything we sell. In summary:

  • Up to 30 days after delivery: if an item is faulty, damaged, not as described or not fit for purpose, you can reject it and get a full refund.
  • After 30 days and up to 6 months: you are entitled to a repair or replacement. If that is not possible, or the repair or replacement also fails, you can have a full refund or a price reduction. In the first 6 months, a fault is presumed to have been there at delivery unless we can show otherwise.
  • After 6 months: you still have rights if the item was faulty when delivered, but you may need to show the fault was there at the time. Any refund may be reduced to reflect the use you have had.
  • Time limits: you may be able to make a claim up to 6 years after delivery in England, Wales and Northern Ireland, and up to 5 years in Scotland.

Damaged in delivery: please tell us within 48 hours of delivery where possible, with photos of the item and the packaging. This helps us claim from the courier. It does not reduce your legal rights if you tell us later.

What is not a fault: normal wear and tear, damage caused by chewing, scratching or accidents, problems caused by not following the care instructions, and a new foam bed that has not yet had 24 to 48 hours to recover its shape after unpacking.

Costs and timing: we pay the cost of returning faulty, damaged or incorrect items, either with a prepaid label or by collecting them. Where you are entitled to a refund, we will refund the item price and the delivery charge within 14 days of agreeing that you are entitled to it.

Makers' guarantees: some branded products also come with the maker's own guarantee. You can claim under it, but you never have to: your rights against us under the Consumer Rights Act 2015 apply either way.

3. How to start a return

  1. Email hello@snoozly.co.uk, or call +44 7598 327268, Monday to Friday, 9am to 5pm. Give your order number, the items you are returning and the reason. For faulty or damaged items, include photos.
  2. We will confirm your return and email you the returns address, or the collection details if we are collecting it.
  3. Pack the item securely, in its original packaging where possible, and include your order number.
  4. Send it within 14 days of telling us, using a tracked service, and keep your proof of postage.

If you are unhappy with an order, please contact us before raising a dispute with your bank or card provider. We can usually put things right faster directly. This does not affect any of your rights.

4. Refunds

We refund to the payment method you used to place your order. We never charge a restocking or refund fee. Once we have issued your refund, we will email you to confirm it. Your bank or card provider may take a few working days to show it on your account. If you paid with a pay-later or instalment provider, the refund goes back through that provider and it will adjust your plan.

5. Cancelling before dispatch

If you change your mind before your order is dispatched, email us as soon as possible. We will cancel it and refund everything you paid, including delivery, within 14 days of the day you tell us. If it has already been dispatched, you can still cancel under section 1 once it arrives.

6. Contact

Email: hello@snoozly.co.uk

Phone: +44 7598 327268, Monday to Friday, 9am to 5pm (excluding bank holidays)

Post: Yutani Ltd (trading as Snoozly), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom

Model cancellation form

Complete and return this form only if you wish to cancel your contract. You can also simply email us.

To: Yutani Ltd (trading as Snoozly), 7 Monmouth Avenue, Bury, Greater Manchester, BL9 5DU, United Kingdom. Email: hello@snoozly.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on:

Received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: