Return and Refund Policy

Last updated: 21 October 2026

What happens to a return depends almost entirely on the state the blanket is in when it comes back. There are four states and three outcomes, so this page starts there — then covers the one case that has nothing to do with condition: something being wrong with the item when it arrived. Every return starts with an email to us, before anything is posted. These terms cover orders delivered in the United Kingdom.

The four states of a blanket

• State 1 — still in its packaging. Returnable within 30 days for a refund of the price; you pay the return postage.
• State 2 — unfolded and checked. Exactly the same as State 1. Unwrapping a blanket, unfolding it, feeling the weight and the fabric, draping it over the sofa to see the colour in your own light, or connecting a heated blanket briefly to check it warms — none of that affects your return, and we won't refuse a return because the packaging has been opened.
• State 3 — used. Slept under, sat under for an evening, taken on a trip, worn out of the house: a reduced refund that reflects the loss in value, or a declined return.
• State 4 — washed. Not returnable: a washed blanket can't be sold again as new.

Below: how States 1 and 2 are returned, what happens in States 3 and 4, and the separate route for a damaged, faulty or wrong item.

States 1 and 2 — a refund of the price, minus your postage

Within 30 days. You can request a return within 30 days of the delivery date recorded by the carrier, for any reason and without giving one. Past 30 days we can't accept a change-of-mind return. Your order number is your proof of purchase, and sale items return on the same terms as full-price ones.

What "unused" means in practice. The item comes back as it left: unworn and unwashed beyond the checks above, with every label and tag still attached, with the controller, cable, storage bag, gift box or ribbon that came with it, folded back into its original packaging and placed inside an outer bag or box for posting. Keep the packaging until you're certain you're keeping the blanket.

How it works.

1. Email support@snugleigh.com within 30 days of delivery with your order number, which item, and the reason. That's the whole request — no form, no return authorisation number to chase.
2. Wait for our approval. We reply within 2 working days. If your return meets the conditions you'll receive our written approval, the return instructions and the address of our returns centre in the United States. The address is only sent in that reply: it isn't published here, and it isn't our business address, which is for correspondence and can't receive a parcel. Don't post anything before you have it — a parcel that arrives unannounced can't be matched to an order and can't be refunded.
3. Pack it to survive the journey — original packaging inside an outer bag or box, with your order number on the outside and a note with the order number inside. Only include the items we've approved.
4. Post it within 14 days of our approval, tracked, and email us the tracking number.
5. We inspect and refund. We check the return within 3 working days of arrival and email you the outcome; the refund follows below.

The postage. Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you choose the carrier — which means you choose the service and keep the proof — and pay the international tracked postage, which isn't reimbursed. Check the cost before requesting a return; blankets are light but bulky, and international postage is priced by size as well as weight. We don't issue prepaid return labels, offer free returns or refund postage; the only exception is a confirmed fault or an error on our side (see "A different question") where we ask you to send the item back. Complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value" — parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded. Use a tracked service and keep your proof of postage until the refund has been completed: until the parcel reaches our returns centre it's your responsibility, and an untracked return that goes missing in the post can't be refunded — the one avoidable loss on this page.

The refund. Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the original payment method; your bank then takes its own time, usually 5–10 working days, so check your statement before writing to us about a missing refund. The refund is the price you paid for the returned item(s), with promotional discounts applied proportionally across the items in an order. No restocking fee, no handling fee, no administration charge. Return postage isn't refunded, the Shipping Protection fee isn't refunded once the order has been dispatched, and refunds aren't issued as store credit unless you ask for it. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.

State 3 — used: a reduced refund, or none

Every return is inspected on arrival. Where an item shows signs of use beyond examining it — a blanket that has been slept under, a shawl that has been worn out, a heated blanket that has been run through a cold week — we contact you before deciding anything. Depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. The deduction is an assessment, not a penalty: it reflects what the item is actually worth to us afterwards, and we tell you what it's based on. Declined items can be sent back to you at your cost if you ask within 14 days.

State 4 — washed, and the other things that can't come back

• Items that have been washed, tumble-dried or dry-cleaned.
• Items with labels or tags removed, or with the controller or cable of a heated blanket cut, altered or missing.
• Items returned without approval, to any address other than the one in our approval email, or more than 30 days after our approval.
• Custom-made, personalised or embroidered items.
• Gift cards.

A different question: something's wrong with it

Condition has nothing to do with this route — but the clock does. Tell us within 3 working days of the delivery date recorded by the carrier, before putting the item into use, with your order number and clear photographs: a close-up of the problem, the whole item laid flat, the label and — for transit damage — the outer packaging with the shipping label. For a heated blanket that doesn't warm up, a short video of the controller lights helps. The photographs are what our carrier claim rests on; without them it can't be filed.

What counts as a fault or an error on our side: a heated blanket that doesn't warm up when correctly connected, or a controller that doesn't power on; a hole, tear, burn or large open seam present on arrival; a missing item, controller or accessory; an item that differs from your order confirmation (wrong design, size, colour or variant); or damage caused in transit. Minor finishing characteristics and the normal behaviour of new textiles aren't faults (see "What isn't a fault").

What we do. We assess every claim within 2 working days. When a fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue — with nothing to send back at your own expense. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same design in another colour or a comparable item of equal value, in consultation with you. You don't need to return the faulty item unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the item has been put into use, can't be accepted as a fault claim; the item can then be returned under States 1 and 2, at your cost.

What isn't a fault

Our blankets and shawls are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. An item with these characteristics can be returned under States 1 and 2 (unused, at your cost), but doesn't qualify for a free return or a replacement:

• Fold lines and creases from packaging, which drop out after airing or a first wash.
• Light shedding or fluff from fleece, sherpa and faux-fur pile in the first weeks — shake the blanket out or wash it once as the care label says.
• Pilling caused by friction, and loose fibres or a slightly uneven fringe, tassel or binding — a small open seam of up to about 2 cm in a hem or binding is a finishing issue we're happy to advise on, not a defect.
• Slight colour bleed on the first wash — wash new items separately, especially dark ones — and shrinkage within the tolerance on the care label.
• Colour or shade differences caused by screen settings, photo lighting or normal batch variation, and minor differences in trim compared with the product photo.
• Dimensions that differ by up to 2–3 cm from the product page, or between two items of the same design, measured flat and excluding fringe or tassels.
• A faint warm smell when a heated blanket is used for the first time, slight differences in warmth between zones, and a controller that switches the blanket off after the timer or cycles the heat — all by design.
• The item doesn't suit your room, bed or needs, you no longer need it, you ordered the wrong size, colour or variant, or you found it cheaper elsewhere.
• Damage that occurred after delivery: washing or drying against the care label, bleach, snags from jewellery, zips or pets, burns, folding or creasing a heated blanket sharply while switched on or in storage, using a heated blanket with another heating product, washing a heated blanket with the controller attached, alterations, repairs or accidents.

If anything is unclear, read the product description, dimensions and care instructions before ordering, or ask us — we're happy to help you choose the right item before you buy.

Cancelling before it ships

Every confirmed order is passed to our fulfilment centre automatically and released to picking within minutes, which is why the window is short: an order can only be cancelled or changed within 5 minutes of being placed. Email support@snugleigh.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing — including a refund of any Shipping Protection fee.

Miss the window and we're unable to stop, change or cancel the order — including if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: take delivery and return the item under States 1 and 2, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, Rule 6).

Rules for every return

Email first, always. Every return needs our written approval before anything is posted; the returns centre address is only shared in that approval.

Sizes and colours. Every product page lists dimensions, materials and care instructions, and the swatch photos are shot in daylight. Please check the size against your bed or sofa before ordering; because this information is available before purchase, an item that's the wrong size for your bed or a shade different from your screen isn't a fault — it can be returned under States 1 and 2.

Exchanges. We don't process exchanges, and we say so rather than calling it something else: holding your item while a replacement is picked risks both going out of stock. Return the unused item under States 1 and 2 for a refund and place a new order — the new item is dispatched straight away rather than waiting for your return to reach us. Say in your first email which one you'd rather have and we'll check it's in stock before you send anything.

Fair use. To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@snugleigh.com