Order Cancellation
1. Cancellation Before Dispatch:
- Cancellation within 24 hours: Free of charge, full refund.
- Cancellation after 24 hours: A 15% processing fee will be charged on the item fee. The remaining 85% of the item fee and shipping costs will be refunded after cancellation.(Since your order has been automatically archived and sent to the warehouse for processing, packaging, and shipment after 24 hours, a 15% restocking fee will be charged if you wish to cancel.)
- Note:Customized products cannot be canceled once the order is confirmed.
2. Cancellation After Dispatch:
Unfortunately, due to international logistics constraints, we are unable to cancel orders that have already been dispatched.
For cancellation requests, please contact us via email rather than social private chat. Thank you for your understanding.
Returning for replacement or refund
Our policy lasts for 15 days. We recommend that you confirm the items within 5 days of receiving them (this is the best processing time) and communicate with our customer service promptly if you have any questions. Your item must be unused and in the same condition as you received it. It must also be in the original packaging. (You can try it on, but please keep the costume clean and complete.) If 15 days have passed , unfortunately, we cannot offer you a refund or exchange.
If the delivery fails due to the recipient's fault (wrong shipping address, rejection, etc.), we will not offer any compensation.
Please follow the steps below to process your return:
Step 1: Please contact our customer service: contact@snugolife.com or WhatsApp: +86 18995985378 showing the items you would like to return and the reason. Then we will determine whether your merchandise can be returned for a replacement or refund according to the return policy.
If you have received a product with incorrect size or damage, you need to provide clear pictures or videos to prove that the product you received has a problem. If evidence is not provided within 5 days after you receive the package, we will not offer any compensation.
Step 2: Once confirmed, our customer service team will offer the return address to you and guide you through the rest of the process.
You need to mail the product and provide us with the logistics tracking number within 5 days after the customer service provides you with the return address. Otherwise, if the mailing time is exceeded, we will not offer any compensation.
Step 3: After receiving and checking the merchandise, the refund will be processed within 3-5 working days (weekends excluded).
About shipping fee: If you return the item, you will need to bear the shipping cost for the return. If it is a replacement, you will need to bear both the shipping cost for the return and the shipping cost for the second shipment. We do hope that you choose the size and style that fit you when placing an order to avoid this situation. Thank you for your understanding and support!
We do not charge extra fees for the return or exchange. The customer has to return the item at his or her cost. Please contact our customer service for the return address.
Here are cases in which you can return the merchandise for a replacement or refund:
- Faulty or wrong item(s): If the merchandise is defective or destroyed during shipping, we can exchange the item for you. Or just send the item back to us. We will refund you once receiving the returned parcel.
- Wrong size: While placing the order, you can directly choose the size or send us your measurement. Always make sure you select the right size. We will make the suit strictly according to the received size information. If we make the suit in the wrong size, we can exchange or refund the payment of the order to you.
- Wrong color: If the received merchandise is made in a color that is completely different from the color you choose, just contact the Customer Service Department: contact@snugolife.com or WhatsApp: +86 18995985378 for refunding or replacement. However, pay attention to this: The item cannot be the same as the image. There may be little color difference when you see the suit on different display screens. Dissatisfaction caused by this cannot be returned. But we promise all suits are made according to what you see on our site. They are 95%-99% most like the images.
- If you plan to return the merchandise, please make sure it has never been used, worn, or altered and that there are no missing items. The original package, garment tag, and tracking number are must-have items for you to receive the refund. Thus, be careful while checking all details on the merchandise, please.Please return the costumes with a shipping number.
The following are conditions under which the return is not accepted:
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All custom-made items cannot be returned.
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If you return part of the costumes, the payment cannot be refunded.
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Worn, used, stained, items with animal hair attached, or altered items cannot be returned.
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Undergarments, socks, and stockings cannot be returned.
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Items for one-time wear or indoor use, like shoe covers, boot tops, costume shoes, etc., cannot be returned.
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Clearance items cannot be returned for a refund.
- Unauthorized refusal of packages will be charged 30% of the total cost of the order as a restocking fee. This also applies if you forget to sign for the package and the parcel is returned to us.
IMPORTANT:
- Please allow 1-2 inches differes for the obove size chart and allow 1-3 inches differes for the customize size due to manual measurement.Thanks ((1inch=2.54cm, 1cm=0.39inch).
- If you unsure how to choose the size, we suggest having someone else help you to take your measurements, and then choose our custom size.
- As different computers display colors differently, the color of the actual item may vary slightly from the images above .Thanks for your understanding.
