Refund policy

 

Aqui tens uma versão alargada e altamente profissional da Refund & Return Policy, focada em proteger a loja e cobrir todos os cenários legais de devoluções, reembolsos, trocas e taxas:

Refund & Return Policy

At SnugLore, customer satisfaction is our top priority. We strive to provide high-quality products and a seamless shopping experience. Please read our policy carefully below to understand your rights and our procedures regarding returns and refunds.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 calendar days from the date your package is marked as delivered by the carrier to request a return.

2. Eligibility Criteria for Returns

To qualify for a valid return and refund, all returned items must meet the following strict conditions:

  • Condition: Items must be unworn, unwashed, unused, and in the exact condition in which they were received.

  • Packaging: Items must be returned in their original packaging, including all tags, labels, cords, and accessories.

  • Proof of Purchase: A valid order number or receipt confirmation is required for processing.

  • Authorization: Returns sent back without prior contact or approval from our customer support team will be rejected and disposed of by our warehouse.

3. Non-Returnable & Non-Refundable Items

The following situations and items are strictly non-refundable:

  • Items with obvious signs of use, wear, or intentional damage.

  • Items damaged due to improper care, washing, or electrical misuse.

  • Gift cards, promotional vouchers, or final sale/clearance items.

  • Packages marked as delivered but refused by the recipient at destination.

4. Return Process & Shipping Responsibilities

To initiate a return, please follow these steps:

  1. Contact our support team at infosnugorea@gmail.com with your order number and the reason for the return.

  2. If approved, our team will provide you with the official return warehouse address and instructions.

  3. Return Shipping Costs: Customers are solely responsible for paying all return shipping fees. Initial shipping fees are strictly non-refundable.

  4. Tracking Requirement: We strongly advise returning items using a trackable shipping service with a tracking number. We are not responsible for returned items that are lost or damaged in transit by your shipping carrier.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or if you received the wrong item:

  • Contact us within 48 hours of delivery at infosnugorea@gmail.com.

  • Provide your order number along with clear photo or video proof of the defect or damage.

  • Upon verification, we will issue a free replacement or a full refund at no additional cost to you.

6. Order Cancellations & Modifications

Because we aim to ship orders as fast as possible, order cancellation or address modification requests must be submitted within 2 hours of placing your order. Once an order enters our automated fulfillment pipeline, it cannot be canceled or altered, and must be processed as a standard return after delivery.

7. Refund Processing & Timelines

  • Once your returned item is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed automatically back to your original payment method within 5 to 10 business days.

  • Please note that processing times may vary depending on your bank or credit card provider.