Refund policy
Return & Refund Policy
Snatchella Effective Date: July 13, 2026 Last Updated: July 13, 2026
1. Overview
We want you to be happy with your purchase. If something isn't right, this policy explains how to request a refund and how the process works.
In most cases, you will not need to ship anything back to us. We handle refunds by email, and we typically resolve them within a few business days.
2. Refund Window
You have 30 days from the date your order is delivered to request a refund.
Requests made after 30 days cannot be accepted, except where required by law.
3. What Qualifies for a Refund
You may request a refund if:
- The item doesn't fit as expected
- The item arrived damaged or defective
- You received the wrong item
- The item is materially different from how it was described or pictured
- The item never arrived (see Section 8)
Final sale items. Items marked "Final Sale" or "Clearance" at the time of purchase, and gift cards, are not eligible for refund except where the item arrives damaged, defective, or incorrect.
4. How to Request a Refund
- Email us at support@snatchella.com within 30 days of delivery.
- Include:
- Your order number
- The item(s) in question
- The reason for your request
- A photo of the item, if it is damaged, defective, or incorrect
That's the whole process. We'll review your request and respond by email.
5. You Keep the Item
In most cases, we will not ask you to ship the item back.
Once your refund is approved, the item is yours to keep, donate, or dispose of as you like. There is no return label to print, no package to drop off, and no return shipping cost to you.
We reserve the right to request a return in unusual circumstances — for example, high-value orders, repeat refund requests from the same customer, or where we need the item to investigate a manufacturing defect. If we do request a return, we will pay for return shipping and provide a prepaid label. We will never ask you to pay to send an item back to us.
6. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or isn't what you ordered, email us within 7 days of delivery with photos of the item and the packaging.
We'll make it right at no cost to you — your choice of:
- A free replacement, or
- A full refund, including any shipping you paid
You keep the original item.
7. Refunds
7.1 Processing
We'll email you to confirm once your refund is approved.
- Approved refunds are issued to your original payment method within 3–5 business days of approval.
- Your bank or card issuer may take an additional 5–10 business days to post the refund to your account. This timing is outside our control.
7.2 What Is Refunded
- The full purchase price of the item(s)
- Shipping charges you paid, where the issue was our error (damaged, defective, wrong item, or lost in transit)
Where the refund is for fit or preference rather than our error, shipping charges are non-refundable.
7.3 Fair Use
This policy is built on trust, and it works because the overwhelming majority of our customers use it in good faith.
We reserve the right to limit or decline refund requests where we identify a pattern of misuse — for example, repeated refund claims across multiple orders, or claims that are inconsistent with delivery and tracking records. Customers who abuse this policy may be restricted from placing future orders.
7.4 Refunds Not Received
If we've confirmed your refund was issued and you still don't see it after 10 business days, first check with your bank or card issuer. If it still hasn't appeared, email us at support@snatchella.com and we'll follow up.
8. Orders That Never Arrive
If your order hasn't arrived within 30 days of your shipping confirmation, email us and we'll investigate with the carrier.
If a package is confirmed lost in transit, we'll send a free replacement or issue a full refund — your choice.
Marked delivered but not received: Please check with household members and neighbors, look around your property, and wait 48 hours before contacting us — packages are sometimes scanned as delivered slightly early. If it still hasn't turned up, email us and we'll open a carrier investigation. Note that we are not responsible for packages stolen after confirmed delivery.
9. Exchanges
We do not process direct exchanges. If you need a different size or color, the fastest path is to:
- Request a refund for the original item following Section 4, and
- Place a new order for the size or color you want.
Since you keep the original item, you're not waiting on a return to arrive before your replacement ships.
10. Order Cancellations
You may cancel your order for a full refund if you email us within 12 hours of placing it, provided the order has not yet shipped.
Once an order has entered fulfillment, it cannot be cancelled — but you can request a refund after it arrives under this policy.
11. Undeliverable Packages
If a package is returned to us because of an incorrect or incomplete address provided at checkout, or because it went unclaimed, we can reship it once you cover the reshipping cost, or issue a refund less the original shipping cost.
Please double-check your address at checkout.
12. Chargebacks
If something is wrong with your order, please email us first — we will almost always resolve it faster than a bank dispute, and in most cases you will keep the item and get your money back.
Filing a chargeback without contacting us prevents us from helping and may result in your account being restricted from future purchases.
13. Your Legal Rights
This policy does not limit any rights you have under applicable consumer protection law. Where local law grants you greater rights than those described here, those rights apply.
14. Contact Us
All refund and cancellation requests are handled by email:
Email: support@snatchella.com
We aim to respond within 1–2 business days.
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