Refund policy

Returns

We kindly ask that you check your order carefully before completing checkout, as we are unable to accept returns for change of mind, including orders placed by mistake.

We truly appreciate your understanding on this. Plush toys are close-contact products that are often hugged and held close to the face, and many of them are loved by young children. To protect the health and safety of all our customers, every Snoboll plush is shipped in sealed hygienic packaging, and we never resell an item once it has left our warehouse. As we ship to many countries, each with its own hygiene and product safety standards, we are unable to offer an item that has been handled to another customer. This is also why, if your item has a quality issue, we will never ask you to send it back.

For our customers in the UK and EU: in line with regulation 28(1)(b) of the Consumer Contracts Regulations 2013 (UK) and Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), sealed goods that are not suitable for return for health protection or hygiene reasons cannot be returned once they have been unsealed after delivery. If your item is still unopened in its original sealed packaging, please feel free to contact us within 14 days of delivery and we will be happy to arrange a return.

Quality Issues

If your item arrives with a genuine quality issue, we will gladly send you a brand-new replacement free of charge. Please email us at info@snoboll.shop with your order number and clear photos of the issue. To make things as easy as possible for you, the faulty product does not need to be returned to us.

What Counts as a Quality Issue

The following are recognised as quality issues:

  • Damage that exposes the inner filling (e.g. torn seams or holes);
  • Severely disproportionate body parts (e.g. a limb, ear or facial feature that is clearly misshapen or out of proportion);
  • Colour fading or colour bleeding.

What Is Not a Quality Issue

Subjective concerns (such as personal preference regarding appearance, softness or expression) are not considered quality issues and are not eligible for a replacement or refund. Small loose threads are a normal part of the plush toy manufacturing process and are not considered a quality issue. They can be easily trimmed off with a pair of scissors.

Consumer Protection Laws

We follow the consumer protection laws, import regulations and export regulations of every country and region where we operate and sell our products, including the Federal Trade Commission Act (US), the Consumer Rights Act 2015 (UK) and the Australian Consumer Law. Nothing in this policy limits any rights you have under the consumer laws of your country.

Chargeback

We are committed to providing exceptional customer service. Before initiating a chargeback with your credit card company, we kindly ask that you contact us directly at info@snoboll.shop and allow us the opportunity to resolve your concern. We are committed to addressing all legitimate issues promptly and fairly.

To avoid bad-faith claims, if a chargeback is filed without prior contact with our customer service team, we will dispute it by submitting all relevant evidence, including order records, delivery confirmation and communication history, to your credit card company. Once a chargeback has been filed, we are unable to provide any customer service on the related order until the dispute is decided by your bank or withdrawn by you.