Refund policy
# SNOUT STYLE — REFUND & RETURNS POLICY
**Effective Date:** 5 June 2026
**Last Updated:** 5 June 2026
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## OVERVIEW
This Refund & Returns Policy (this "**Policy**") explains how returns, refunds, exchanges, and order issues are handled at Snout Style ("**we**," "**us**," "**our**"). It forms part of, and should be read together with, our [Terms of Service](/policies/terms-of-service) and [Privacy Policy](/policies/privacy-policy).
We want you and your pet to be happy with every order. If something is wrong, please contact us at **lokrafe@gmail.com** and we will work with you to make it right.
> **Important — contact us before returning anything.** Do not send any item back to us without first contacting us and receiving return instructions. Returns sent without prior authorization may not be processed or refunded.
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## 1. HOW TO START A RETURN OR CLAIM
To start a return, refund, or replacement request, email **lokrafe@gmail.com** with:
- your **order number**;
- the **item(s)** affected;
- a short **description of the issue**; and
- where relevant, **clear photos or a short video** (see Section 2).
We will respond with the next steps, including a return address or further instructions if a return is required. Please **do not** ship anything back until you have received those instructions from us.
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## 2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives **damaged, materially defective, or is the wrong item, color, or size**, you are covered.
2.1 Contact us within **30 days** of the delivery date.
2.2 Please include:
- a clear **photograph or video** showing the problem (for damage, please also photograph the outer packaging); and
- your order number and a description of the issue.
2.3 Once your claim is confirmed, we will, at our option, **send a replacement** or **issue a refund** for the affected item(s) — at no additional cost to you. We may not require you to return the item; if we do, we will provide instructions and cover reasonable return costs for confirmed faulty or incorrect items.
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## 3. CHANGE OF MIND / BUYER'S REMORSE
If you simply change your mind, you may request a return within **14 days** of delivery, provided that:
- the item is **unused, unwashed, and in its original condition** with any tags and original packaging intact; and
- you have contacted us first for return authorization (Section 1).
For change-of-mind returns:
- **return shipping costs are your responsibility**;
- **original shipping charges are non-refundable**; and
- a refund is issued once the returned item is received and inspected.
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## 4. ITEMS THAT CANNOT BE RETURNED
For hygiene, safety, and logistics reasons, the following are **final sale** and are not eligible for change-of-mind returns (this does **not** affect your rights where an item is damaged, defective, or incorrect, or any non-waivable statutory rights):
- items that have been **used, worn, or washed**;
- **customized or made-to-order** items;
- items marked **"final sale"** or **clearance**;
- items returned without prior authorization or returned incomplete.
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## 5. ORDER CANCELLATIONS
Because orders are sent for fulfillment shortly after they are placed, cancellation is only possible within **24 hours** of placing the order, and cannot be guaranteed once an order has entered processing. To request a cancellation, email **lokrafe@gmail.com** as soon as possible with your order number. If the order has already shipped, the cancellation will be handled as a return under this Policy.
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## 6. LOST, DELAYED, OR UNDELIVERED ORDERS
6.1 **Delays.** Delivery times are estimates and are not guaranteed. Please allow for the full estimated window (including any customs processing for international orders) before reporting a non-delivery.
6.2 **Tracking shows "delivered."** If carrier tracking shows your order as delivered but you have not received it, please first check with members of your household and your local carrier or post office, then contact us. We will assist, but we are not responsible for items confirmed as delivered to the address you provided.
6.3 **Not delivered.** If the estimated window has passed and tracking does not show delivery, contact us and we will open an investigation with the carrier. For some claims we may ask you to provide reasonable documentation (for example, confirmation of non-delivery from your local carrier). Where an order is confirmed lost in transit, we will provide a replacement or refund.
6.4 **Incorrect or incomplete address.** We are not responsible for orders that are delayed, returned, or lost because the shipping address provided was incorrect or incomplete. Re-shipment may incur additional charges.
6.5 **Customs and duties.** For international orders, any customs duties, taxes, or import charges are your responsibility and are not refundable by us. Packages refused or abandoned at customs are not eligible for refund.
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## 7. HOW REFUNDS ARE ISSUED
7.1 Approved refunds are issued to your **original payment method**.
7.2 Please allow **5–10 business days** after approval (or, for change-of-mind returns, after we receive and inspect the item) for the refund to be processed. The time for the refund to appear in your account depends on your bank or payment provider.
7.3 Payment-processor or platform transaction fees, and original shipping charges, may be non-refundable.
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## 8. EXCHANGES
If you need a different size or color, the fastest way is to request a return of the original item under this Policy and place a new order for the item you want. For damaged, defective, or incorrect items, contact us and we will arrange a direct replacement (Section 2).
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## 9. LATE OR MISSING REFUNDS
If you have not received an approved refund after the expected time:
1. check your bank account again;
2. contact your card company or payment provider, as processing time may apply before a refund is posted; then
3. if you have done both and still have not received your refund, contact us at **lokrafe@gmail.com**.
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## 10. YOUR STATUTORY RIGHTS
This Policy is offered in addition to, and does not limit, any rights you have under applicable mandatory consumer-protection law, including (where applicable to you) the right to cancel certain distance-purchase contracts and rights in respect of goods that are faulty or not as described. Nothing in this Policy affects rights that cannot be waived under the law of your country of residence.
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## 11. CONTACT US
For any return, refund, or order question, contact:
**Snout Style**
Email: lokrafe@gmail.com