Refund policy

Return & Refund Policy

Thank you for shopping with Snailcle. We want you to be confident in your purchase, and we understand that sometimes things don’t work out. Below is our official return and refund policy for products purchased directly from this website.

1. Return Eligibility

  • We accept returns of unused, unassembled, and unopened items within 30 days of delivery.

  • To be eligible for a return, items must be in their original packaging, including all manuals, accessories, and parts.

  • Products that have been installed, used, or show signs of wear are not eligible for return, except in cases of verified defects.

  • Replacement parts and digital products (such as eBooks or digital content) are non-returnable and non-refundable.

  • If your item was purchased through a third-party retailer or marketplace, please refer to their return policy.

  • Please retain your original packaging during the return window to ensure eligibility.

2. How to Initiate a Return

To start a return, please contact our Customer Support team via the Contact Us page or email info@snailcle.com with your order number and reason for the return.
Once your return request is approved, we will provide you with instructions on how to send back the item.

3. Return Shipping Costs

Who Pays for Return Shipping?

  • Snailcle-Paid Return Shipping:
    If the return is due to our error (e.g., defective product, wrong item shipped), Snailcle will cover the cost of return shipping.

  • Customer-Paid Return Shipping:
    Returns due to customer preference (e.g., “changed mind,” wrong size/model selected, no longer want item) are the responsibility of the customer.

  • Original shipping charges are non-refundable.

4. Inspection and Restocking Fee

  • All returned items are inspected upon receipt at our fulfillment center.

  • Items that are damaged, missing parts, or not properly packaged may be subject to a restocking fee or may be rejected for return.

  • Snailcle reserves the right to deduct a restocking fee of up to 15% of the product price for returns due to customer reasons. Restocking fees may apply even if the item was shipped but not used.

5. Refund Processing

Once the returned item is received and inspected:

  • Refunds will be issued to the original payment method used at purchase.

  • Refunds do not include original shipping charges or restocking fees.

  • Processing time typically takes 5–10 business days after the item arrives at our facility.

  • It may take additional time for your bank or credit card provider to post the refund to your account.

6. Defective or Damaged Items

  • If your item arrives defective or damaged, please notify us within 7 days of delivery.

  • You may be asked to provide photos or video of the damage or defect.

  • Once verified, we will arrange for a return, replacement, or repair at no extra cost.

  • For some issues that can be resolved with replacement parts, we may offer free parts and support to help you fix the item instead of returning it.

7. Orders Returned Without Delivery

Items returned to Snailcle due to incorrect or incomplete address, refusal of delivery, or inability to deliver will be treated as a customer-initiated return.
In these cases, you will be responsible for return shipping charges and any applicable restocking fees.

8. Warranty Note

This Return & Refund Policy is separate from the Snailcle warranty. Warranty coverage applies only to manufacturing defects within the warranty period. A full refund under this policy voids warranty coverage for the returned product.
For detailed warranty terms, please refer to our Warranty Policy page.

9. Contact Us

For questions or to request a return, please reach out:

Summary of Key Terms at a Glance

  • Return Window: 30 days from delivery

  • Item Condition: Unused, original packaging required

  • Shipping Costs: Snailcle pays only for verified defective/incorrect items

  • Original Shipping Charges: Not refundable

  • Restocking Fee: Up to 15% for customer-initiated returns

  • Refund Method: Original payment method