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Ordering & Returns

Where did you purchase your item?

Retailer / Shop Directly from Snugpak.com
(i.e Amazon, High Street Shop)
Click here for further details.
(Purchased from Snugpak.com)
Click here for further details.

 

 

Purchased from a Retailer or online (High street, Amazon, Ebay etc)

The information below only relates to items purchased from a retailer, if you purchased your item from snugpak.com, please refer to the following link

All Snugpak items come with a 12 month warranty which runs from the date you purchased the item.

If you believe that your Snugpak product is covered by a warranty claim

You must first contact the Retailer from whom you purchased the product as they will have a returns procedure set up to provide a hassle free service.

We work closely with our Retail Partners and Stockists to handle all warranty claims promptly. Should the retailer decide that your product needs to be returned to us for inspection they will advise you how this can be done, ensuring all of the necessary information is included and that a returns number is provided.

Exceptions:
For clarification, the following damage would not be covered by your warranty:

Sleeping Bags
General wear and tear over extended use

Flaws in the fabric caused by excessive wear
Broken zips caused by forcing, jamming or improper use
Over stretched seams coming apart
Buckles subjected to undue force or abrasion
Draw cord pulled out with excessive force
Broken stuff bag due to undue force
Reduced loft of filling
Commercial use by rental companies

Jackets
General wear and tear over extended use
Flaws in the fabric caused by excessive wear or abrasion
Broken zips caused by forcing, jamming or improper use
Over stretched seams coming apart
Draw cord pulled out with excessive force
Reduced loft of filling
Commercial use by rental companies
UV degradation

Rucksacks & Holdalls
General wear and tear over extended use

Flaws in the fabric caused by excessive wear
Water ingress through seams (rucksack seams are not taped, a rucksack liner or cover should be used)
Broken zips caused by forcing, jamming or improper use
Overloaded, tensioned or stretched seams coming apart
Buckles subjected to undue force or abrasion
UV degradation
Frame exposed through fabric through being dragged or dropped on rough ground
Commercial use by rental companies
Accidental damage & transit damage

Tents
General wear and tear over extended periods of use

Flaws in the fabric caused by excessive wear
Water ingress through fabric as a result of UV degradation
Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
Broken zips caused by forcing, jamming or improper use
Over tensioned/stretched seams coming apart
Buckles subjected to undue force or abrasion
Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
Any tent pole breakages, these are treated as “fair wear and tear”
Collateral damage from a pole breakage
UV degradation
Condensation, usually caused by lack of ventilation
Commercial use by rental companies

Repair Service
Unfortunately we no longer offer a repair service however replacement zips for both sleeping bags and jackets and also fabric patches can be purchased by contacting us, to enable the repair to be  carried out by you or a third party.  

Fabric patches
Please note that the shade of colour of our fabric may vary over time so we cannot ensure an exact match to your jacket or sleeping bag.

Sleeping Bag Zips
Please note if you need your sleeping bag to zip to another sleeping bag or expander panel this may no longer be possible if our current supply of zips are different to the original zip that we replace.

Purchased from Snugpak.com

The information below only relates to items purchased directly from snugpak.com, if you purchased your item from a retailer or shop, please refer to the following link

Snugpak.com Returns & Refunds (within 30 days of purchase)

All items MUST be returned via Kibo our Ecommerce partner, Snugpak cannot deal with returns within 30days of purchase, you must contact Kibo to arrange a return.

It's easy to return a product:

1, Log into your account or call Kibo on (01793 716 060) to initiate a return.
2, Kibo will email you instructions for returning your product.
3, Ship your unused product, (if possible in its original packaging), to the address identified in the email sent by Kibo.

Please click here for full details of the kibo returns process.

Please Note:
You are responsible for shipping the products back to us and we recommend using a trackable shipping method.


Individual products may be excluded from this guarantee. Check the product description before you place your order.

Returns, Refunds and Warranty issues (after 30 days of purchase)

All Snugpak items come with a 12 month warranty which runs from the date you purchased the item. If you believe that your Snugpak product is a warranty claim, please contact Snugpak via email using [email protected]

Warranty Exceptions
For clarification, the following damage would not be covered by your warranty:

Sleeping Bags
General wear and tear over extended use
Flaws in the fabric caused by excessive wear
Broken zips caused by forcing, jamming or improper use
Over stretched seams coming apart
Buckles subjected to undue force or abrasion
Draw cord pulled out with excessive force
Broken stuff bag due to undue force
Reduced loft of filling
Commercial use by rental companies

Jackets
General wear and tear over extended use
Flaws in the fabric caused by excessive wear or abrasion
Broken zips caused by forcing, jamming or improper use
Over stretched seams coming apart
Draw cord pulled out with excessive force
Reduced loft of filling
Commercial use by rental companies
UV degradation

Rucksacks
General wear and tear over extended use

Flaws in the fabric caused by excessive wear
Water ingress through seams (rucksack seams are not taped, a rucksack liner or cover should be used)
Broken zips caused by forcing, jamming or improper use
Overloaded, tensioned or stretched seams coming apart
Buckles subjected to undue force or abrasion
UV degradation
Frame exposed through fabric through being dragged or dropped on rough ground
Commercial use by rental companies

Tents
General wear and tear over extended periods of use

Flaws in the fabric caused by excessive wear
Water ingress through fabric as a result of UV degradation
Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
Broken zips caused by forcing, jamming or improper use
Over tensioned/stretched seams coming apart
Buckles subjected to undue force or abrasion
Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
Any tent pole breakages, these are treated as “fair wear and tear”
Collateral damage from a pole breakage
UV degradation
Condensation, usually caused by lack of ventilation
Commercial use by rental companies

Repair Service
Unfortunately we no longer offer a repair service however replacement zips for both sleeping bags and jackets and also fabric patches can be purchased by contacting us, to enable the repair to be  carried out by you or a third party.  

Fabric patches
Please note that the shade of colour of our fabric may vary over time so we cannot ensure an exact match to your jacket or sleeping bag.

Sleeping Bag Zips
Please note if you need your sleeping bag to zip to another sleeping bag or expander panel this may no longer be possible if our current supply of zips are different to the original zip that we replace.

 

 

Snugpak.com is designed for use within the UK.

Not all products/colours on the UK website are available in the US & Canada. You are welcome to come in and take a look around, but for a better experience we recommend you visit the Snugpak USA website.

Continue to the Snugpak UK website anyway.

Alternatively why not check out the exclusive Snugpak USA product range snugpakusa.com

Experience the exclusive range over at snugpakusa.com