RETURNS & REFUNDS POLICY
RETURNS & REFUNDS POLICY
Website: www.wearesnatched.com
Contact email: contact@wearesnatched.com
This Returns & Refunds Policy explains how returns and refunds work for purchases made on www.wearesnatched.com (the "Site").
By placing an order, you agree to the terms set out below.
- 30-DAY SATISFACTION GUARANTEE
We offer a 30-day satisfaction guarantee ("Guarantee") on eligible purchases.
1.1 Guarantee period
You must contact us within 30 days of delivery to request a refund under the Guarantee.
1.2 What the Guarantee covers
If you are not satisfied, we will refund:
The price paid for the Product(s) covered by the Guarantee
Except where required by law, the Guarantee does not cover:
Shipping costs
Customs duties / import taxes / handling fees
Any additional charges imposed by local authorities or carriers
1.3 Eligibility conditions (to prevent abuse)
To keep this offer fair:
The Guarantee is limited to one (1) refund request per customer/household (same name, address, payment method or account), except where required by law.
The Guarantee applies to genuine dissatisfaction, not to empty orders, items missing due to address errors, packages held by customs, or other reasons unrelated to the product experience.
We may request reasonable information to process the request (see Section 5).
1.4 Hygiene note (important)
Because our products are personal care items, we generally do not accept returns of opened/used items for hygiene and safety reasons.
However, the 30-day satisfaction guarantee may still apply as a refund, even when a physical return is not possible, provided your request meets the conditions of this Policy.
- STANDARD RETURNS (UNOPENED / UNUSED ITEMS)
If your item is unopened, unused and in its original sealed packaging, you may request a return (where permitted by local law and feasible for your destination).
2.1 Time limit to request a return
Return requests must be made within 14 days of delivery, unless local consumer law provides for a longer period.
2.2 Return conditions
To be eligible for a return:
The item must be unopened, unused and sealed
The item must be in its original packaging
You must obtain return authorization from us before shipping any item
2.3 Return shipping costs
Unless the return is due to our error (wrong item, defective item), return shipping costs are the customer's responsibility.
- NON-RETURNABLE ITEMS
For hygiene and consumer safety reasons, the following items are non-returnable, except where required by law:
Opened or used personal care products
Items with broken seals or without original packaging
Items damaged after delivery due to misuse, improper handling or unsuitable storage conditions
- DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective or incorrect:
Contact us within 7 days of delivery
Provide photos (outer packaging + product + label)
If validated, we will offer (at our discretion):
A replacement, or
A refund (including shipping costs where applicable)
- HOW TO REQUEST A REFUND OR RETURN
To start a request, email contact@wearesnatched.com with:
Order number
Full name used on the order
Email address used for the purchase
Reason for the request (brief)
Photos if applicable (damage/defect/wrong item)
For requests under the satisfaction Guarantee, we may ask for reasonable additional evidence such as:
A photo of the product received
A photo showing the remaining product/packaging
Confirmation that the item is not being returned for hygiene reasons (where applicable)
Do not ship any products without written authorization. Unapproved returns may be refused.
- REFUND PROCESSING TIMES
If your refund is approved:
Refunds are issued to the original payment method
Processing time: typically 5 to 10 business days after approval (bank/payment provider timelines may vary)
If you paid with PayPal, refunds are returned to the same PayPal account used for the purchase
- LATE OR MISSING REFUNDS
If you have not received your refund:
Check your bank or PayPal account again
Contact your bank/payment provider (processing delays can occur)
If the issue persists, email us at contact@wearesnatched.com
- CHARGEBACKS AND DISPUTES
If you have any issue, please contact us first. Filing a chargeback without contacting us may delay resolution.
We reserve the right to suspend accounts or refuse future orders in cases of repeated abuse, fraud or bad-faith disputes.
- INTERNATIONAL ORDERS
International shipments may be subject to customs processes and fees.
Except where required by law:
Customs duties, import taxes and handling fees are non-refundable
Shipping delays caused by customs or local carriers are not grounds for a refund, unless the package is confirmed lost by the carrier and the case meets our internal review criteria
- CHANGES TO THIS POLICY
We may update this Policy at any time. The latest version will always be available on the Site.
- CONTACT
Email: contact@wearesnatched.com