Refund policy
At Snouty, we want you to feel confident when shopping with us. If you are not completely satisfied with your order, you may be eligible for a return, refund, replacement or exchange in accordance with the terms below.
1. Your right to cancel
If you purchased from us online, you have the right to cancel your order within 30 days of receiving your goods, for any reason and without needing to provide a reason.
Once you notify us that you wish to cancel, you then have a further 14 days to return the item to us.
To exercise your right to cancel, please email us at snoutyuk@gmail.com with your order number and a clear statement that you wish to cancel your order.
2. Eligibility
To be eligible for a return:
- the item must be unused or only handled as reasonably necessary to inspect it
- the item must be returned in a clean condition
- the item must include all original parts, accessories and components
- the item must be returned, where possible, in its original packaging
- the item must not be damaged due to misuse, improper handling or abnormal use
We reserve the right to deny the refund if the item shows signs of use beyond what would be reasonably acceptable for inspection.
3. Hygiene and pet product conditions
Because we sell pet products, including feeding and hydration items, additional hygiene conditions apply.
For any item that has been used with food or water, including pet bowls, feeding accessories and water fountains, the item must be thoroughly cleaned before it is returned.
For health, safety and hygiene reasons, we may refuse returns of sealed hygiene-sensitive items that have been opened, unless they are faulty, damaged or not as described.
4. Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or not as described, please contact us within a reasonable time and ideally within 48 hours of delivery, including:
- your order number
- a description of the issue
- clear photos or video showing the problem
If your item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate remedy, which may include a replacement, repair or full refund in line with your legal rights.
5. Non-returnable items
We may be unable to accept returns for:
- personalised or custom-made items
- sealed hygiene-sensitive goods once opened, unless faulty
- items damaged through misuse, neglect, accidental damage or improper cleaning
- consumables, replacement filters or similar items once opened, unless faulty
6. Return shipping costs
If you are returning an item because you changed your mind, you are responsible for the return postage costs.
If you are returning an item because it is faulty, damaged, or we sent the wrong item, we will cover the reasonable return costs or provide a prepaid return solution where applicable.
7. Do not send returns without approval
Please do not send any item back without contacting us first.
Once your return request has been approved, we will provide you with the correct return instructions and return address. Returns sent without prior authorisation or sent to the wrong address may delay processing.
8. How to return your order
To request a return, please email snoutyuk@gmail.com with:
- your full name
- your order number
- your delivery address
- the reason for the return
- photos or video, if the item is damaged or faulty
We will then reply with the next steps.
9. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be made to your original payment method within 14 days of:
- receiving the returned goods, or
- receiving evidence that the goods have been sent back, where applicable
Original standard delivery costs will be refunded where required by law. If you selected a more expensive delivery option, we are only required to refund the cost of standard delivery.
We do not refund:
- return postage costs for change-of-mind returns
- any upgraded or premium delivery charges beyond standard delivery
- any loss in value caused by handling the goods beyond what is reasonably necessary to inspect them
10. Orders already in transit
If you wish to cancel your order after it has been dispatched, you may still do so within your legal cancellation period. However, you will need to wait until the item is delivered and then follow our returns process.
11. Water fountains and electrical pet products
For automatic pet water fountains and similar products:
- please follow all care, cleaning and maintenance instructions before requesting a return
- normal wear, filter replacement and routine cleaning are the customer’s responsibility
- issues caused by lack of cleaning, blocked pumps, limescale, incorrect assembly or failure to follow product instructions may not qualify as faults
This section is especially important for pet water fountains, where cleaning, maintenance and consumables such as filters are a normal part of product use.
12. Contact us
For any return, cancellation or refund query, please contact:
Snouty
Email: snoutyuk@gmail.com
Return Address: provided after approval of your return request