Refund policy

Your right to cancel within 14 days

You have the right to cancel your order within 14 days, for any reason and without giving a reason. This applies to all goods, including goods bought in a sale or at a reduced price. The 14 days start on the day after you (or a person you name, other than the carrier) receive the goods. You can also cancel at any time after we have accepted your order and before you receive the goods. If your order is delivered in several parts, the 14 days start on the day after you receive the last part.

To cancel, please tell us before the 14 days have ended by a clear statement, for example by e-mail to snoutcraftoffice@gmail.com or by post to the address below. You can use the model cancellation form at the end of this page, but you do not have to. It is enough that you send your notice before the 14 days have ended.

Sending the goods back

Please send the goods back to us without undue delay, and in any event within 14 days after the day you told us that you cancel. Returns need to be sent to the following address:

Snoutcraft
Forststraße 4B
01689 Weinböhla
Germany

After you have told us that you want to cancel, we will send you a return shipping label as well as instructions on how and where to send your package. Until you receive the label, you may also send the goods to the address above. Please tell us before you send anything back, so that we can match your parcel to your order.

Please take reasonable care of the goods while they are with you and pack them securely, ideally in their original packaging. You may handle the goods in the way you could in a shop to decide whether you want to keep them. If the goods have lost value because you handled them more than was necessary for that, we may reduce your refund by that amount.

Refunds

If you cancel, we will refund all payments we have received from you for the goods, including the standard delivery charge. We will do this without undue delay and in any event within 14 days of the day we receive the goods back or you give us proof that you have sent them back, whichever is earlier. We may wait with the refund until we have received the goods or you have given us that proof.

The refund goes to the payment method you used for your order, and we do not charge a fee for it. We will let you know once we have received your return. Please remember it can take some time for your bank or credit card company to process and post the refund. If you have not received your refund after the time stated above, please contact us at snoutcraftoffice@gmail.com.

Items that cannot be cancelled

The right to cancel does not apply to:

  • goods that are made to your specifications or are clearly personalised;
  • perishable goods that can deteriorate rapidly, such as food, flowers or plants;
  • sealed goods that are not suitable for return for health protection or hygiene reasons, if you have unsealed them after delivery.

Goods bought in a sale or at a reduced price are not excluded. Please get in touch if you have questions about your specific item.

Faulty, damaged or wrong items

Please inspect your order when it arrives and contact us as soon as possible at snoutcraftoffice@gmail.com if an item is faulty, damaged, not as described or not the item you ordered, so that we can look into the issue and make it right.

Separately from your right to cancel, the Consumer Rights Act 2015 gives you rights if goods are not of satisfactory quality, not fit for their purpose or not as described:

  • You can reject faulty goods within 30 days of delivery and receive a full refund.
  • You can ask us to repair or replace the goods. Repair or replacement is free of charge and must be done within a reasonable time and without significant inconvenience to you.
  • If a repair or replacement is not possible or does not solve the problem, you can ask for a price reduction or, in some cases, for a refund.

If we agree that you are entitled to a refund, we will pay it within 14 days of the day we agree. Nothing in this policy affects your statutory rights.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once you have told us that you are returning it, make a separate purchase for the new item.

Model cancellation form

You can complete and send this form if you want to cancel your order. It is optional.

To: Snoutcraft, Forststraße 4B, 01689 Weinböhla, Germany, e-mail: snoutcraftoffice@gmail.com

I/We (delete as appropriate) hereby give notice that I/We cancel my/our (delete as appropriate) contract of sale of the following goods:

Ordered on/received on (delete as appropriate):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: