100% satisfaction guarantee
Returns
Every piece is custom-illustrated for your pet, so we can't take returns the way a normal shop can — but we'll never leave you with something you don't love. If it's not right, we make it right.
The SnugglePrints Promise
If your portrait arrives damaged, doesn't look like your pet, or isn't what you hoped for — tell us within 30 days of delivery. We'll reprint, replace, or refund. Whichever makes it right.
No re-stocking fees. No "send the broken thing back at your own cost" nonsense. Just an honest fix.
How returns & reprints work
Email us
Write to hello@snuggleprints.com with your order number and a photo of the issue. One photo of the whole piece, one close-up — that's plenty.
We reply same day
Usually within 4 business hours. We'll suggest the best path — a free reprint, a partial refund, or a full refund. You pick.
We fix it
Reprints ship at our cost on priority production. Refunds land back on your original payment method in 5–10 business days. Done.
What we cover
- check Damaged in transit — broken glass, dented frames, water marks
- check Print quality issues — colour shift, banding, smudges
- check Manufacturing defects — loose stitching, misaligned print on apparel
- check Wrong item shipped (rare, but it happens)
- check Order didn't arrive within the promised window + tracking confirms lost
Where it gets tricky
- priority_high Approved artwork: once you approve your proof email, the design is locked. We can still help with print issues, but redesigns after approval may carry a small fee.
- priority_high Wrong size on apparel: our size guide is on every product page. Email us within 14 days and we'll do a one-time swap; you cover return shipping.
- priority_high Changed your mind: because every piece is custom-made, we can't restock. We'll meet you halfway — usually a 50% store credit, no questions asked.
- priority_high Bad photo upload: if the original photo was too small or blurry and you approved the proof anyway, we can offer a discounted reprint with a new photo.
A note on Memorial orders
If you ordered a portrait of a pet who has passed, please tell us — we handle these with extra care, slower timing if you need it, and a handwritten note in the parcel. If anything isn't right when it arrives, we'll reprint priority at our cost. No questions, no friction. Just write to us.
Cancelling an order
You can cancel for a full refund as long as we haven't started illustrating your portrait yet — usually within 12 hours of ordering. After that, the artwork has been hand-drawn, so a partial refund applies:
- · Before proof sent: full refund
- · After proof, before approval: 75% refund (we keep €15 to cover artist time)
- · After approval, before printing: 50% refund
- · After printing starts: no refund possible, but we can offer store credit
Email hello@snuggleprints.com with your order number and we'll sort it the same day.
Need to start a return or just want to ask?
mail Contact support