Política de devoluciones y reembolsos
Please read our return policy carefully. By placing your order, you confirm that you accept our Terms of Service, including this return and refund policy, which forms an integral part of the purchase agreement.
90-day return window
You have 90 days from the date you receive your Snuffle Mat to request a return. After this period, we unfortunately cannot offer a refund or exchange.
Returned products must be in the same condition as when you received them: clean, free of food residue and odours, undamaged, and where possible in the original packaging. Because our mats come into contact with food and your dog's nose and mouth, please wash the mat thoroughly (see the care instructions) before sending it back. Mats that are chewed, torn, soiled or otherwise damaged by use cannot be accepted.
Please check your order as soon as it is delivered and let us know about any defects or mistakes as soon as possible.
How to start a return
Send an email to info@snufflematandco.com with:
- your order number
- the reason for the return
- photos of the product (required in case of damage or a defect)
- your contact details
We will reply with the return address and instructions. Please do not send anything back before you have received these instructions, as returns without prior approval cannot be processed. We recommend using a tracked shipping service and keeping your proof of shipment. If you choose your own carrier, we are not responsible for lost return shipments.
Return costs
Return shipping costs are the responsibility of the customer. Returns are sent to our return warehouse in China, and return shipping usually costs $35 or more. All risks and costs of the return shipment, including possible loss or damage, customs duties and other taxes, are the responsibility of the customer. Returns sent without the correct documentation or with unpaid costs may be refused.
Refunds
Once we have received and inspected your return, we will email you to let you know whether your refund has been approved. If approved, the refund is issued to your original payment method within 14 calendar days. Please note that your bank or card issuer may need a few extra business days to process it.
A refund may be reduced or refused if the product is not returned in the required condition. If you have not received your refund within 15 business days after approval, please check with your bank first and then contact us at info@snufflematandco.com.
Damaged, defective or incorrect items
Received a mat that is damaged, defective or not what you ordered? Contact us within 14 days of delivery with your order number and photos. We will send you a replacement free of charge. You do not pay any return costs in this case. If the problem happens again, we will refund the full amount.
Orders that have not arrived
If your order has not arrived within the delivery time stated in our Shipping Policy, please check your tracking link first and then contact us with your order number. If a package is confirmed lost, we will send a replacement or issue a refund.
Changes and cancellations
Need to change or cancel your order? Email us as soon as possible. We will do our best, but we cannot guarantee changes once your order has been processed. Orders that have already been shipped cannot be cancelled. In that case, the standard return policy above applies.
Disputes
If you open a dispute with your credit card company or PayPal without contacting us first, this can delay the return or refund process. Please always contact our customer service first, so we can find the best solution together.
Customer service
We are not responsible for delays caused by third parties such as carriers or customs authorities. Before filing any claim, please contact us by email at info@snufflematandco.com. We usually respond within 3 business days.