Refund policy

Last updated: October 16, 2026

Please read this policy carefully before placing an order. By completing a purchase on our website you confirm that you have read, understood and agreed to this Refund Policy, our Shipping Policy and our Terms of Service.

All Sales Are Final

All sales at Snugglow are final. We do not accept returns or exchanges and we do not offer refunds for change of mind, buyer's remorse, ordering the wrong size, color or quantity, a fit you do not like, a gift the recipient does not want, or for any reason other than those listed under "Damaged, Defective or Wrong Items" below.

Product Appearance (Please Read)

Some of the product photos and videos on our website, in our ads and on our social media are digitally created or AI-generated images and renders made for illustration purposes. Every Snugglow is a plush heated slipper, and the item you receive may differ from these images, including but not limited to:

  • color and shade of the plush, cuff and sole
  • plush length, texture and fluffiness
  • size, shape, height and proportions of the slipper
  • position, size and look of the heat button, indicator light, zipper and drawstring
  • stitching, lining, cable, packaging and accessories

These differences are a normal part of the product and are not considered a defect, damage or an item "not as described", and they are not eligible for a refund, return or exchange. Plush slippers are compressed for shipping and may arrive flattened or wrinkled; gently shake and brush them and allow 24–48 hours for them to regain their shape. A temporary packaging smell is also normal and will fade after airing out.

Heating, Battery and Fit

Snugglow provides gentle, comfortable warmth. How warm the slippers feel depends on room temperature, the charge level and type of USB power source, how long the heating has been on, your socks and the fit. The warmth level, warm-up time and how long the warmth lasts are estimates and vary between users; differences in these are not a defect. Rechargeable batteries and power sources gradually lose capacity with use and age, which is normal wear.

Please check the size guide on the product page before ordering. Ordering the wrong size, or a fit that feels too loose or too tight, is not a defect and is not eligible for a refund or exchange.

Damaged, Defective or Wrong Items

The only exception to our all-sales-final policy is an item that arrives physically damaged, defective (for example heating that does not switch on after a full charge, a broken zipper or a torn seam) or a different size or color than the one you ordered. To qualify you must:

  • email us at portstorecontact@gmail.com within 48 hours of the delivery time shown by the carrier's tracking;
  • include your order number;
  • include clear photos of the item and the defect, and a photo of the shipping label and packaging; for a heating issue, also a short video showing the button being pressed with the slippers connected to a charged USB power source.

We use the delivery timestamp from the carrier's tracking to confirm the 48-hour window. Claims reported after this window, or without photos, cannot be accepted. Please test the heating as soon as your order arrives. Damage caused by use, wear, washing or soaking the slippers, using an unsuitable charger or power source, cutting or bending the cable, pets, accidents or improper care is not covered.

If your claim is approved, we will send a free replacement or, if a replacement is not available, issue a refund to your original payment method. We may ask you to return the item before a replacement or refund is issued; we will give you instructions if so. Items sent back to us without prior approval will not be accepted.

Shipping Times Are Not Grounds for a Refund

Delivery times shown on our website are estimates only and are not guaranteed. A package that takes longer than the estimate is not considered lost and is not eligible for a refund. For details, including when a package is considered lost, please see our Shipping Policy.

Order Cancellations

You may cancel your order within 12 hours of placing it by emailing us with your order number, provided the order has not yet been processed. After 12 hours, or once processing has started, orders cannot be cancelled or changed.

Non-Refundable Items and Fees

  • Shipping Priority and Shipping Protection fees are non-refundable once the order has been processed.
  • Orders refused at delivery, returned to sender because of an incorrect or incomplete address, or not collected from the carrier are not eligible for a refund.

Approved Refunds

Approved refunds are issued to the original payment method. Banks usually need 5–10 business days to post the refund. If you have not received it after this time, contact your bank first and then email us at portstorecontact@gmail.com.

Contact Us Before Opening a Dispute

If anything is wrong with your order, please email us first at portstorecontact@gmail.com. We answer every email within 1–2 business days and will do our best to resolve the issue. If a chargeback or payment dispute is opened, we will provide your bank or card issuer with all order records, including your acceptance of these policies at checkout, order and payment details, tracking and delivery confirmation, and all communication between you and us.

Your Statutory Rights

Nothing in this policy limits any rights you may have under mandatory consumer protection laws of your country that cannot be excluded by agreement.