Refund policy

Last updated: October 18, 2026

30-day money-back guarantee

We want you to love your robe. If you're not completely happy, contact us within 30 days of delivery and we'll arrange a return and a full refund of the product price.

Your legal right to cancel (EU/EEA and UK)

If you live in the EU/EEA or the UK, you also have the legal right to cancel your order within 14 days of receiving it, without giving a reason. Our 30-day guarantee gives you more time than that and never limits your legal rights. To cancel, send us a clear message (for example by email to heatsnugstore@gmail.com) with your order number.

How to return an item

  1. Email us at heatsnugstore@gmail.com with your order number and the item you want to return.
  2. We'll reply within 2 business days with the return address and instructions. Please don't send anything back before contacting us.
  3. Send the item back within 14 days of contacting us, with the controller and all parts, ideally in the original packaging.

Refunds

We refund your original payment method within 14 days of receiving the returned item (or proof that you sent it, whichever comes first). Your bank may need a few extra days to show the money. If the item comes back used or damaged beyond what's needed to try it on, we may reduce the refund by the loss in value, as the law allows.

Return shipping costs

If your item is faulty, damaged or not what you ordered, we pay for the return. For any other return, the cost of sending the item back is paid by you.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, defective or wrong, email us with a photo and we'll send a free replacement or give you a full refund. Customers in the EU/EEA also have a 2-year legal guarantee for products that are faulty.

Cancelling before shipping

Changed your mind before your order ships? Email us as soon as possible and we'll cancel it and refund you in full.

Shipping Protection and Express Shipping

These fees are refunded in full if your order is cancelled before it ships. After shipping they are not refundable, unless the item is faulty or the law requires otherwise.

Something wrong? Talk to us first

If anything isn't right with your order, please email us before opening a dispute with your bank or PayPal. We reply within 2 business days and usually solve it with a replacement or a refund, much faster than a bank dispute. This doesn't affect your legal rights.

Contact

Questions about a return? Email heatsnugstore@gmail.com.