Refund policy

Refund, Exchange & Warranty Policy

At Snooz Haven, we want you to feel confident and comfortable when shopping with us.
If something isn’t right, we’re here to help.

This policy covers:

  • 18‑Day Change of Mind Returns
  • Exchanges
  • 1‑Year Warranty
  • Postage & return shipping responsibilities

1. 18‑Day Change of Mind Returns

We offer change of mind returns within 18 days from the date you receive your order.

To be eligible for a change of mind return:

  • The item must be unused and in the same condition that you received it
  • The item must be in its original packaging, including any accessories, cables, and manuals
  • You must provide proof of purchase (order number or receipt)

If your return is approved, you may choose:

  • An exchange for the same product (subject to availability), or
  • A store credit or refund to your original payment method

Postage for change of mind returns
For change of mind returns, the customer is responsible for the cost of postage to send the product back to us.
We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.

Please note:

  • Shipping fees originally paid at checkout are non‑refundable, except where required by law.
  • Returns requested after 18 days from delivery may not be accepted for change of mind.

2. Exchanges

If you would like to exchange your item (for example, you ordered the wrong item or changed your mind within 18 days):

  1. Contact us using the details in the How to Contact Us section below
  2. Provide your order number, full name, and reason for the exchange
  3. We will confirm eligibility and provide the return address

Once we receive and inspect the item:

  • If approved, we will send out your exchange item or provide a store credit/refund, according to your preference and stock availability.

Postage for exchanges
The customer is responsible for the cost of sending the product back to us.
We may, at our discretion, cover or discount shipping on the replacement item, but this is not guaranteed.

3. 1‑Year Warranty

All Snooz Haven products come with a 1‑year warranty from the date of purchase.

Our warranty covers:

  • Manufacturing defects
  • Faulty components that prevent the product from working as intended

Our warranty does not cover:

  • Damage caused by misuse, drops, impact, or mishandling
  • Damage caused by liquids, spills, or exposure to extreme temperatures
  • Normal wear and tear
  • Cosmetic damage that does not affect the function of the product
  • Use not in accordance with the instructions provided

If your product is found to be faulty under warranty, we will, at our discretion:

  • Repair the product, or
  • Replace it with the same product or a comparable model if the original is no longer available

Postage for warranty claims
If the product needs to be sent back to us for assessment or replacement, the customer is responsible for the cost of postage to send the product to us.
If your warranty claim is approved, we will cover the postage back to you for the repaired or replacement item.

4. Items Not Eligible for Return

We may not be able to accept your return or issue a refund if:

  • The item is used, marked, or not in its original condition
  • The item is returned without original packaging or missing essential components
  • The return is requested more than 18 days after delivery for change of mind purposes
  • There is clear evidence of misuse or accidental damage

This does not affect your rights under Australian Consumer Law.

5. How to Start a Return, Exchange, or Warranty Claim

To request a return, exchange, or warranty claim, please contact us with:

  • Your full name
  • Your order number
  • A brief description of the issue
  • Clear photos or videos of the product and the issue (for faulty/warranty claims)

You can contact us via our Contact page on the website.

Once we receive your request, we will:

  1. Confirm if your item is eligible under this policy
  2. Provide you with the return shipping address and any specific instructions
  3. Assess your item once received and notify you of the outcome
  4. Process your refund, exchange, or warranty resolution if approved

6. Refund Processing Time

If a refund is approved:

  • It will be processed to your original payment method
  • Please allow 3–10 business days for the refund to appear in your account
  • Processing times can vary depending on your bank or payment provider

Please note:

  • Original shipping costs (if any) are typically non‑refundable, unless required by law or if you received a faulty item under Australian Consumer Law.

7. Australian Consumer Law

Nothing in this Refund, Exchange & Warranty Policy is intended to limit any rights you may have under Australian Consumer Law.

You may be entitled to a repair, replacement, or refund if a product:

  • Is faulty or has a serious defect
  • Is not as described
  • Does not perform as a reasonable consumer would expect

Where there is a major failure, you are entitled to choose between a refund or replacement.
Where the failure is minor, we may choose to repair or replace the item within a reasonable time.

8. Questions

If you have any questions about this policy or need help with your order, please reach out via our Contact page and our team will be happy to assist.