At theSnugglePrints, every product is custom-made for you — generated by AI from your pet's photo and printed on demand. Because each piece is one-of-a-kind and personalised, our refund policy is specifically designed to be fair to both our customers and our production process.
1. Cancellations
Because we share a preview of your artwork with you before you pay, and every product is personalised and made-to-order, orders cannot be cancelled once payment is made. You always see and approve the design first — please review carefully before completing checkout.
2. Refund Eligibility
You are eligible for a free replacement or a full refund in the following cases:
- Your product arrived damaged or with a manufacturing defect
- You received the wrong item (different design or size)
- The printed product has a significant quality defect (e.g., print cut off, blurry ink, torn canvas, damaged binding)
- The product was lost in transit and confirmed as lost by the courier
3. Non-Refundable Cases
Because our products are customised per order and previewed before payment, the following cases are NOT eligible for a refund:
- Change of mind after approving the AI-generated preview
- Typos or spelling errors in the pet name you provided
- Minor aesthetic variation in the AI-generated illustration (AI output is probabilistic by nature — you always preview the result before paying)
- Incorrect shipping address provided by you at checkout
- Delays caused by the courier after dispatch from our facility
- Delays caused by the customer (e.g., late sharing of photos, descriptions, or draft approvals for Photo Books)
4. How to Report an Issue
If your order qualifies, please email us within 48 hours of delivery with:
- Your order reference number
- Clear photos showing the defect or damage
- A brief description of the issue
Email: contact@thesnuggleprints.com
Subject: Refund Request — [ORDER REF]
5. Replacements
Our default resolution for any eligible case (Section 2) is a free replacement. We will reprint and ship the product again at no extra cost to you. There is no return shipping required — please do not ship the defective item back unless we specifically ask you to.
6. Refund Timeline
- We review and respond within 2 business days.
- If a refund is approved (instead of a replacement), it will be issued to the original payment method.
- Refunds typically reflect in your account within 5–10 business days, depending on your bank or card issuer.
- You will receive an email confirmation once the refund is initiated.
7. International Orders
The same policy applies to international orders. Today, all payments — including international ones — are processed in INR via Razorpay, and refunds are issued back to the original payment method in INR. PayPal-based USD checkout is launching soon; once live, international refunds will be issued in USD via PayPal to the original payment method.
8. Contact
For any refund or replacement query, reach us at:
Email: contact@thesnuggleprints.com
Hours: Mon–Sat, 10:00–19:00 IST