At theSnugglePrints, every poster is custom-made for you using AI generation and printed on premium canvas. Because each product is made-to-order and unique to you, our refund policy is specifically designed to be fair to both our customers and our production process.
1. Order Cancellation
- Before payment: Your order is not placed until you complete payment. You can abandon the cart at any time before paying with no charge.
- Within 2 hours of payment: You may email contact@thesnuggleprints.com with your order reference number (e.g., PET-YYYYMMDD-XXXXXX) to cancel. If printing has not yet begun, we will process a full refund.
- After 2 hours / once printing begins: Orders enter production and can no longer be cancelled.
2. Refund Eligibility
You are eligible for a full refund or free replacement 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)
- The product was lost in transit and confirmed as lost by the courier
3. Non-Refundable Cases
Because our products are customised per order, 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
4. How to Request a Refund
If your order qualifies, please email us within 7 days of delivery with:
- Your order reference number
- A photo clearly showing the defect or damage
- A brief description of the issue
Email: contact@thesnuggleprints.com
Subject: Refund Request — [ORDER REF]
5. Refund Timeline
- We review and respond within 2 business days.
- If approved, refunds are issued to the original payment method via Razorpay.
- Refunds typically reflect in your account within 5–7 business days (may vary depending on your bank).
- You will receive an email confirmation once the refund is initiated.
6. Replacements
In lieu of a refund, we may offer a free replacement at your request for any of the eligible cases listed in Section 2. Replacement orders typically ship within 7 business days of approval.
7. Contact
For any refund or cancellation query, reach us at:
Email: contact@thesnuggleprints.com
Hours: Mon–Sat, 10:00–19:00 IST