Refund policy

At SnugStep, customer satisfaction is important to us. We want you to feel comfortable shopping for your home, which is why we offer eligible customers a 30-day free return and refund policy.

1. 30-Day Return Period

You may request a return within 30 days of receiving your order.

To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, including its original components, accessories, and parts where applicable.

We recommend retaining the original packaging until you are satisfied with your purchase, as appropriate packaging can help protect the product during return transportation.

2. Free Returns

Eligible returns initiated within the applicable 30-day return period are provided free of charge.

Please contact us before returning a product. Our customer support team will provide the applicable return instructions. Items returned without first contacting us may experience processing delays.

Do not send a return to an address without receiving return instructions from our customer service team.

3. Starting a Return

To request a return, contact:

Email: support@SnugStep.space
Phone: (647) 435-6822

Please provide your order number, the email address associated with your purchase, the product you wish to return, and a brief explanation of the return request.

Where necessary, we may request photographs to document damaged, defective, or incorrect merchandise.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or materially different from the product ordered, please contact us as soon as reasonably possible.

Include your order number and clear photographs showing the product, packaging, and relevant issue where applicable.

Once we review the information, we will provide an appropriate resolution in accordance with this policy and applicable consumer protection laws.

5. Refunds

Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

After we issue a refund, additional processing time may be required by your bank, credit card provider, or payment service before the funds appear in your account.

6. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We will attempt to accommodate cancellation requests before an order enters fulfillment or shipment.

Once an order has been processed or shipped, cancellation may no longer be possible. You may instead request a return after receiving the order in accordance with this policy.

7. Exchanges

If you would like a different product, please contact customer support. Depending on availability and the circumstances of the request, we may provide return instructions and ask you to place a new order for your preferred item.

8. Consumer Rights

Nothing in this Return & Refund Policy is intended to limit rights or remedies that cannot legally be excluded under applicable consumer protection laws.

9. Contact

Questions regarding returns or refunds may be directed to:

SnugStep
570 Bay St.
Toronto, ON, Canada
support@SnugStep.space
(647) 435-6822