Refund policy

Refund and returns policy

Cancelling your order

Where your order hasn’t been processed fully and /or is a simple credit, a full refund will be issued. Refunds can take up to 4-11 working days to be processed by your bank and appear in your account.
In the case that the product has been ordered in from a supplier and we have received it this causes significant inconvenience & expense to the company should you decide to cancel, where product(s) are returnable to the supplier, a restocking fee or freight charge, may be incurred from the supplier. This fee is passed on to you (the customer). Standard charges are 25% but may change at the supplier's discretion.

Returning Goods

Snug Heating and Cooling Limited accepts returns within 30 days if the goods are in their original, saleable condition, including the original packaging. It is your responsibility to return the goods either via tracked courier to the Snug Home Heating and Cooling Centre. Refunds will be issued for the product only; no refund of delivery fees is applicable. Re-stocking fee may apply. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@snugstore.co.nz. Please note that returns will need to be sent to the following address: Snug Heating and Cooling Centre, 917 Karamu Road North, Mayfair, Hastings, 4122 

You can always contact us for any return question at info@snugstore.co.nz.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanging Goods

Returned products will be refunded upon receipt, and a new order will be created either in-store or online, requiring payment. A member of the Snug team will contact you regarding your exchange order. 

Refunds processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@snugstore.co.nz.

You can always contact us for any return question at info@snugstore.co.nz.
917 Karamu Road North
Mayfair, Hastings 4122