Refund policy

Snugs provides custom-fit ear tip solutions and hearing protection tailored to the unique shape of your ears. Due to the personalised nature of our products, our refund and returns policy differs from standard non-custom items. Please read below for details on cancellations, returns, refunds and warranties.

• Electronic Products and Accessories Only: Orders for electronic products and accessories can be cancelled within 1 working day of purchase for a full refund. Contact our team via phone or email to request a cancellation - orders@snugs.com

• Custom-Fitted Products: Orders can be cancelled within 14 days of purchase if they have not yet entered the production process.

• Once the order status has advanced, cancellations and refunds are no longer possible.

• There is no strict time limit for submitting your ear impressions to begin production.

For order status inquiries, contact orders@snugs.com.

Custom-made Snugs products cannot be returned once opened or worn due to health and hygiene reasons, except in cases of a valid warranty claim.

Accessory products may be returned under the following conditions:

For a refund: Return within 14 days of receipt.

For an exchange or store credit: Return within 30 days of receipt.

The item must be in ‘as-new’ condition, with no signs of use.

Opened, used, or damaged products will not be accepted for return.

• Gift cards/vouchers can be returned/refunded within 14 days of purchase.

• Refunds will only be issued to the original purchaser via the original payment method.

• Gift vouchers purchased from third-party retailers must be refunded at the point of purchase.

• Refunds on a 'part-used' gift card will no be accepted.

If you have paid import duty on returned goods, you may be eligible for a refund from your local Customs Authority. You will need to provide proof of duty paid and proof of export when making your claim. For international returns, clearly label the package as “Returned Goods – Failed Sale” to avoid customs delays.

• UK Customers who selected ‘Basic Packaging’ will incur a £3.95 (or local rate equivalent) return fee if they use the Snugs supplied label. If the customer returns at their own cost, no charge shall be incurred from Snugs. 

• UK Customers who selected ‘Premium Packaging’ will not receive a refund for their original postage and packaging costs. Snugs are able to supply a returns label in this instance.

 

• For all purchases made outside of the UK, Snugs do not cover the cost of returns. If you would like a pre-paid return label, the amount will be deducted from your refund. 

Contact orders@snugs.com to receive return instructions.

Package the product securely and include your order details.

Please retain a proof of postage.

USA, Canada, Mexico
Snugs Return
Snugs Custom Fit, LLC
3796 Dunlap Street N., Arden Hills, MN 55112

UK, Europe, Rest of World
Snugs Returns
Windwhistle Farm, Treborough, Watchet, Somerset, TA23 0QW, United Kingdom

Snugs offers a one-year limited warranty covering defective manufacture and material/component failure. It does not cover:

• Misuse, accidental damage, or loss.

• Blockages from wax or debris.

• Changes in sound quality or noise isolation perception.

• Postage costs for returning vouchers or international returns/customs charges.

To start a warranty claim, contact orders@snugs.com with your order number. Faulty products must be returned via tracked delivery for inspection before replacements or repairs can be processed.

If your Snugs do not fit correctly, we offer a remake service within 30 days of receipt.

To request a remake:

• Email orders@snugs.com to clearly communicate the fit problem within 30 days of receipt of the product.

• Email orders@snugs.com with photos of the Snugs in your ears within 10 days of reporting the issue.

• If we cannot achieve a satisfactory fit, you may return all Snugs and original packaging supplied, made under the relevant order for a refund.

Note: Custom products cannot be returned due to a change of mind after receipt.

For any return or warranty inquiries, please contact orders@snugs.com and include your original order number.