Refund policy
Return and Refund Policy
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 Return Window
You have 30 calendar days from the date you received your item to request a return.
Eligibility for Return
To be eligible for a return, your item must meet one of the following conditions:
| Condition | Refund/Return Type | Details |
| Defective/Damaged/Incorrect Item | Full Refund + Our Shipping | The product is damaged, stained, ripped, or is not the item you ordered (e.g., wrong size, color, or model). |
| Change of Mind Return | Full Refund - (Customer pays Shipping) | You received the correct, non-defective item but simply do not want to keep it. |
Shipping Costs
The responsibility for shipping costs depends on the reason for the return:
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We Pay Shipping: We will provide a pre-paid return shipping label if the return is due to our error (defective, damaged, or incorrect item).
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Customer Pays Shipping: If the return is because you simply changed your mind ("do not want it"), the customer is responsible for paying the return shipping costs.
Refunds
Once we receive your returned item, we will inspect it and notify you of the status of your refund.
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If your return is approved, we will initiate a refund to your original method of payment.
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You should expect to see the credit applied to your account within 7 to 10 business days after the approval notice. Processing times may vary depending on your bank or credit card issuer.
How to Initiate a Return
To start a return, please contact us at hello@thermosnug.com with the following information:
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Your Order Number.
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The Item Name/Description you wish to return.
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The Reason for Return (e.g., "Defective," "Wrong Item," or "Change of Mind").
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For defective or incorrect items, please attach photos or videos showing the issue.
We will review your request and provide you with detailed instructions on how to send your plushie back to us.