Refund policy

Return and Refund Policy

Last updated: October 25, 2026

We want you and your new plush friend to be happy! If you are not satisfied with your purchase, we are here to help.

30-day returns: If you change your mind, you can return your item within 30 days of delivery. It must be unused, in its original condition and packaging, and returned with the power bank. For change-of-mind returns, you pay the return shipping.

Defective, damaged or incorrect items: If your item arrives defective, damaged, or isn't what you ordered, email support@thermosnug.com within 30 days of delivery. We'll send a prepaid return label and give you a full refund or a replacement — your choice. We may ask for photos or a short video of the issue.

Refunds: Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 7–10 business days. Original shipping charges are refunded only if the item was defective, damaged or incorrect. Free-shipping discounts used on the order are not refunded as cash.

How to start a return Email support@thermosnug.com with your order number, the item you're returning, and the reason. For defective or incorrect items, please attach photos or a video. Items sent back without contacting us first may not be accepted.

Exchanges and final sale: We don't do direct exchanges — return the original item and place a new order. Items marked final sale at checkout can't be returned unless they're defective.

1-year limited warranty: The heating pad and power bank are covered by a 1-year limited warranty against defects in materials and workmanship, starting on the delivery date. If a covered part fails during normal use, we'll repair or replace it (or refund it if neither is possible). The warranty doesn't cover damage from misuse, accidents, water exposure, unauthorized repairs or modifications, use against the instructions, or normal wear and tear of the plush. To make a claim, email support@thermosnug.com with your order number and a photo or video of the issue. This warranty is in addition to any rights you have under the consumer protection laws where you live.