Refund policy

Snuggleberry Returns, Refunds & Exchanges Policy

Last updated: August 2026

Thank you for shopping with Snuggleberry.

We want parents to shop with confidence while maintaining strict standards around the safety, hygiene and quality of baby products.

This Returns, Refunds & Exchanges Policy applies to purchases made through the Snuggleberry online store and is subject to applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

Nothing in this policy excludes, restricts or overrides any consumer right that cannot lawfully be excluded under South African law. Where this policy conflicts with mandatory legislation, the legislation will prevail.

1. CHANGE-OF-MIND RETURNS

Where South African law provides you with a statutory cooling-off right for an electronic transaction, Snuggleberry will honour that right.

For qualifying electronic transactions, a consumer may generally cancel the transaction within 7 days after receiving the goods, subject to the requirements and exclusions contained in ECTA.

Where permitted by law, the customer is responsible for the direct cost of returning change-of-mind goods.

For voluntary or change-of-mind returns, products must generally be:

  • Unused;

  • Unworn;

  • Unwashed;

  • Unopened where applicable;

  • In their original condition;

  • In their original packaging;

  • Complete with all parts, accessories, manuals and tags; and

  • In a condition suitable for resale.

You must contact Snuggleberry before returning an item.

Do not send products back without receiving return instructions from us.

2. HYGIENE-SENSITIVE BABY PRODUCTS

Because we sell products intended for babies and young children, hygiene and safety are extremely important.

Subject to applicable law, we may refuse a voluntary/change-of-mind return once a hygiene-sensitive product has been opened, unsealed, worn or used.

This may include:

  • Feeding products;

  • Nursing products;

  • Teething products;

  • Products intended to come into contact with a baby's mouth;

  • Grooming products;

  • Personal-care products;

  • Opened hygiene products;

  • Socks and other wearable products that have been worn;

  • Bedding or sleep-related products that have been used;

  • Products exposed to bodily fluids; and

  • Any other product that cannot reasonably or safely be resold for hygiene reasons.

This restriction applies to change-of-mind returns only and does not remove statutory rights relating to defective, unsafe or incorrectly supplied goods.

3. DEFECTIVE, UNSAFE OR POOR-QUALITY GOODS

Snuggleberry complies with the statutory warranty of quality provided by the Consumer Protection Act.

Where applicable under the CPA, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and reasonably durable.

If qualifying goods fail to meet the requirements of the CPA within 6 months after delivery, you may return them without penalty and at Snuggleberry's risk and expense.

Where section 56 of the CPA applies, the consumer may direct Snuggleberry to:

  • Repair the goods;

  • Replace the goods; or

  • Refund the purchase price.

Any statutory rights you have remain unaffected by this policy.

4. WHAT IS NOT CONSIDERED A PRODUCT DEFECT?

To the extent permitted by law, Snuggleberry will not be responsible for damage or deterioration caused after delivery by circumstances unrelated to an inherent defect in the product.

Examples may include:

  • Normal wear and tear;

  • Incorrect use;

  • Accidental damage;

  • Negligence;

  • Improper storage;

  • Failure to follow care or washing instructions;

  • Incorrect washing or drying;

  • Alterations made by the customer;

  • Damage caused by another person;

  • Damage caused by pets;

  • Exposure to inappropriate chemicals or cleaning products;

  • Using a product for a purpose for which it was not designed; or

  • Continued use after damage becomes apparent.

Each claim will be considered based on its circumstances and applicable South African law.

5. BABY SAFETY & ADULT SUPERVISION

Products must always be used according to their instructions, warnings, recommended age ranges and intended purpose.

Parents and caregivers remain responsible for providing appropriate adult supervision and determining whether a product is appropriate for their child.

Age recommendations are guidelines unless specifically stated otherwise.

Products should be inspected before each use and discontinued immediately if damaged, excessively worn or otherwise unsafe.

Nothing in this section excludes or limits liability that Snuggleberry cannot lawfully exclude under South African law.

6. WRONG ITEM RECEIVED

Please contact us promptly if you receive a product different from the product stated in your order confirmation.

Please provide:

  • Your order number;

  • Photographs of the product received;

  • Photographs of the packaging; and

  • A brief description of the issue.

Once confirmed, Snuggleberry will arrange an appropriate remedy in accordance with applicable law.

Where the mistake was ours, you will not be required to pay return shipping costs that the law requires us to bear.

7. DAMAGED ORDERS

If your parcel appears damaged when delivered, please photograph the packaging and product as soon as reasonably possible.

When reporting delivery damage, please provide:

  • Your order number;

  • Clear photographs of the product;

  • Clear photographs of the external packaging;

  • Clear photographs of any internal packaging; and

  • A description of the damage.

We may use this information to investigate the matter with our courier or supplier.

Failure to provide photographs will not remove statutory rights that cannot lawfully be excluded, but providing them can significantly assist us in investigating and resolving your claim.

8. COLOUR & PRODUCT APPEARANCE

We make reasonable efforts to display product photographs and colours accurately.

However, colours may appear slightly different depending on:

  • Screen settings;

  • Device displays;

  • Lighting;

  • Photography; and

  • Manufacturing variations.

Minor variations that do not constitute a defect under applicable law will not automatically make a product defective.

9. PRODUCT SIZING

Customers are responsible for reviewing any sizing information provided before ordering.

If you order an incorrect size and the product is otherwise correct and free from defects, the return will ordinarily be treated as a change-of-mind return, subject to applicable statutory rights.

Wearable baby products must remain unworn, unwashed and in original condition to qualify for a voluntary size exchange.

10. SALE & PROMOTIONAL PRODUCTS

Purchasing an item at a discounted or promotional price does not remove statutory rights relating to defective or unsafe products.

However, where an item was specifically discounted because of a defect or imperfection that was clearly disclosed to you before purchase and accepted by you, your rights regarding that disclosed condition may differ as permitted by law.

Change-of-mind returns on promotional products remain subject to this policy and applicable law.

11. PERSONALISED OR CUSTOM PRODUCTS

Where permitted under applicable law, products made specifically to a customer's specifications or clearly personalised may not qualify for ordinary cooling-off/change-of-mind returns.

This does not remove statutory remedies that may apply if the product is defective, unsafe or materially different from what was ordered.

12. RETURN AUTHORISATION

Please contact Snuggleberry before returning any product.

This allows us to:

  • Identify your order;

  • Determine the reason for the return;

  • Provide the correct return instructions; and

  • Ensure that returned parcels can be identified when received.

Sending a product to an incorrect address may delay processing.

Nothing in this requirement prevents a consumer from exercising a statutory right in a manner permitted by law.

13. RETURN SHIPPING

For ordinary change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by law.

For qualifying defective, unsafe, incorrectly supplied or otherwise legally returnable goods, Snuggleberry will bear return costs where required by South African law.

Customers should retain proof of shipment when sending an authorised return.

Snuggleberry cannot accept responsibility for a return parcel that cannot be located before it reaches us, except where the risk of return is legally required to remain with Snuggleberry.

14. INSPECTION OF RETURNS

Returned products may be inspected after they are received.

The inspection may consider:

  • Whether the correct product was returned;

  • The condition of the product;

  • Whether it has been used or washed;

  • Whether all components are present;

  • The nature of any alleged defect; and

  • Whether damage appears to have occurred through misuse or after delivery.

Inspection will never be used to deny a remedy to which a consumer is legally entitled.

15. REFUNDS

Where a refund is due, it will normally be processed to the original payment method, unless otherwise agreed or required by law.

Processing times after a refund is issued may vary depending on the customer's bank, card provider or payment service.

Where legislation prescribes a specific refund period, Snuggleberry will comply with that requirement.

We reserve the right to withhold a voluntary refund until returned goods have been received and assessed where lawful to do so.

This does not apply where doing so would conflict with a statutory consumer right.

16. EXCHANGES

Eligible products may be exchanged for another size, colour or product, subject to:

  • Stock availability;

  • Product condition;

  • Hygiene requirements; and

  • Applicable consumer law.

If the replacement costs more, the customer must pay the difference.

Where permitted, if the replacement costs less, the applicable balance may be refunded or otherwise credited as agreed.

17. ORDER CANCELLATIONS

If you need to cancel an order, contact us as soon as possible.

We will attempt to stop fulfilment before dispatch, but cancellation cannot always be guaranteed once an order has entered the fulfilment or courier process.

If the parcel has already been dispatched, the applicable statutory cancellation and return rules will apply.

18. INCORRECT DELIVERY INFORMATION

Customers are responsible for providing complete and accurate:

  • Names;

  • Delivery addresses;

  • Contact numbers; and

  • Other information reasonably required for delivery.

Please check your details carefully before completing your order.

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, additional delivery or redelivery charges may apply to the extent permitted by law.

Please contact us immediately if you notice an error.

19. DELIVERY TIME

Our estimated standard delivery timeframe is:

8–11 business days

Standard shipping is fulfilled through Aramex Store-to-Door.

Business days generally exclude weekends and South African public holidays.

Delivery estimates are estimates rather than guarantees unless we expressly agree to delivery on a specific date.

Courier disruptions, severe weather, peak periods, incorrect delivery information and circumstances reasonably outside our control may affect delivery times.

Your statutory rights regarding delivery remain unaffected.

20. REFUSED & UNCOLLECTED DELIVERIES

Where a parcel is returned to Snuggleberry because the customer refused delivery, failed to provide necessary information, or otherwise caused delivery to fail, reasonable additional shipping costs may be charged where permitted by law.

This does not apply where delivery was refused because the goods were incorrect, damaged or where the consumer otherwise had a lawful basis to reject them.

21. SUSPECTED RETURN ABUSE OR FRAUD

Snuggleberry reserves the right to investigate suspected fraudulent or abusive return activity.

This may include:

  • Returning a different product;

  • Falsely claiming that an item was not received;

  • Deliberately damaging a product;

  • Returning used goods as unused;

  • Manipulating proof of purchase;

  • Repeated abuse of voluntary return privileges; or

  • Providing false information in connection with a claim.

Where reasonably justified and lawful, Snuggleberry may refuse voluntary return privileges or take appropriate action against fraudulent activity.

We will not refuse or restrict statutory consumer rights merely because a customer has previously made returns.

22. PROOF OF PURCHASE

We may reasonably request information necessary to identify and verify a transaction, such as:

  • Order number;

  • Customer name;

  • Email address;

  • Proof of payment; or

  • Other relevant order information.

This helps us locate the transaction and process the request efficiently.

23. MANUFACTURER WARRANTIES

Some products may include additional warranties provided by their manufacturer, importer or distributor.

Any such warranty is additional to, and does not replace, statutory rights available under South African consumer law.

24. LIMITATION OF POLICY

Nothing in this policy:

  • Waives a consumer's rights under the CPA, ECTA or other applicable legislation;

  • Excludes liability where South African law prohibits its exclusion;

  • Prevents a consumer from exercising a statutory remedy;

  • Replaces a mandatory statutory warranty; or

  • Requires a consumer to accept a remedy different from one they are legally entitled to choose.

25. HOW TO REQUEST A RETURN

Please contact Snuggleberry Customer Care before returning a product.

Include:

Full name:
Order number:
Product:
Reason for return:
Date received:
Requested resolution:
Photos or video, where relevant:

We will review your request and provide the appropriate return instructions.

26. CHANGES TO THIS POLICY

Snuggleberry may update this policy from time to time to reflect changes to our operations or applicable law.

The version published on our website at the relevant time will apply, subject always to any rights that have already accrued and any mandatory provisions of South African law.

27. SOUTH AFRICAN CONSUMER LAW

This policy is intended to operate in accordance with applicable South African consumer legislation.

Nothing contained in this policy should be interpreted as attempting to exclude, restrict or waive a right that cannot lawfully be excluded.

If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

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