Refund policy

Last updated: October 6, 2026

We want the cushion to earn its place on your chair. If it doesn't, this policy explains how to get your money back. Nothing here limits your rights under the consumer laws of your country.

1. 90-day money-back guarantee
You have 90 days from the day your order is delivered to decide whether the cushion is right for you. Please use it: sit on it at home, at the table and in the car. That is what the trial is for.

To be eligible for a refund, the cushion must be:
- clean and undamaged, with no tears, cuts or stains
- returned with its cover (you may wash the cover following our care instructions)
- free of damage from misuse, pets, heat or sharp objects

You don't need the original box.

2. Two ways to get a refund
When the cushion isn't right for you, choose one:

Option A: Keep it and get 50% back
Keep the cushion and we refund 50% of what you paid for it. No packing, no post office. It's the option most customers choose.

Option B: Send it back for a full refund
Return the cushion and we refund the full price you paid for it. Shipping on your order was free, so there is nothing to deduct. Return postage is paid by you, and we recommend a tracked service, because we can't refund a parcel that doesn't reach us.
Our returns warehouse is in China, so international return postage is real money. We'll always tell you what it's likely to cost before you commit.
One email to contact@sniffwoo.com gets a real answer within 1–2 business days.

3. How to start a return
Email contact@sniffwoo.com with:
- your order number
- the email address used at checkout
- which option you'd like (A or B)

A real person replies within 1–2 business days. For Option B, we'll send the return address and instructions. Please don't send anything back before we reply, because parcels sent without a return request can't be matched to an order.

4. When you'll get your money
- Option A: we issue the partial refund within 1–2 business days of confirming it.
- Option B: we issue the refund within 10 business days of the cushion arriving at our return address.
Refunds go back to your original payment method. Your bank or card provider may take a further 5–10 business days to show it.

5. Damaged, faulty or wrong items
If your order arrives damaged, faulty, or isn't what you ordered, you don't need to send it back. Email contact@sniffwoo.com within 90 days of delivery with your order number and a photo of the problem. We'll send a replacement or a full refund, whichever you prefer.

6. 1-year warranty
Separately from the 90-day guarantee, every cushion is covered for one year from delivery against manufacturing defects, such as the gel splitting or the cover's zip failing under normal use. Email us a photo and your order number and we'll send a replacement. The warranty doesn't cover normal wear, misuse or accidental damage.

7. Exchanges
We don't swap items directly. If you'd like a different bundle, request a refund under section 2 and place a new order.

8. What we can't refund
- requests made more than 90 days after delivery (except warranty claims)
- cushions that are damaged, cut, stained or altered
- damage caused by misuse, pets, heat or sharp objects
- import duties or taxes charged by your country, if any

9. Missing or late orders
Orders usually arrive within 8–15 business days and every order has tracking. If your tracking shows delivered but you don't have the parcel, check with neighbours and your local carrier first, then email us within 7 days of the delivery date. If your order hasn't arrived after 20 business days, email us and we'll look into it and send a replacement or refund.

10. Cancelling an order
You can cancel within 2 hours of ordering for a full refund. After that, if your order hasn't shipped yet, we'll do our best to cancel it. Once it has shipped, please use the returns process above.

Questions
Email contact@sniffwoo.com and a real person will reply.