Refund & Return Policy

Pre-Order Size Guidance Reminder

Feel free to reach out to us for professional size guidance before placing your order. Proper sizing keeps your furry friend comfortable and helps cut down unnecessary returns and exchanges for your pup’s wellbeing.We offer a 7-day standard return window, meaning you have 7 calendar days after receiving your parcel to submit a return request.
For orders delivered to the European Union, you enjoy a statutory 14-day cooling-off period; you may cancel or return your goods within 14 days without providing a reason.

Return Eligibility

To qualify for a return, items must remain in original condition: unworn, unused, complete with all original tags and intact original packaging. Proof of purchase or your order number is required for all return applications.

How to Submit a Return Request

Two official channels to launch your return:

  1. Fill out the dedicated return form on our website’s return page
  2. Send an email to our support inbox: contact@snippet-furmatch.com

Once we review and approve your request, we will send full return shipping instructions. Any parcels sent back without prior official return approval will be rejected and left unprocessed.
For all return-related inquiries, email us at contact@snippet-furmatch.com.

Damages & Incorrect Items

Please fully inspect all goods immediately upon delivery. Contact us right away if your items arrive defective, damaged, or incorrect. We will review your case and offer a proper solution.

Non-Returnable Items & Damage Compensation Exclusions

The below items cannot be returned or exchanged:

  • Custom personalized goods & made-to-order special items
  • Discounted sale goods
  • Digital gift cards

We do not provide compensation for damage caused by the following scenarios:

  • Improper use, rough handling or intentional damage
  • Unauthorized self-modification or self-repair of products
  • External accidents, natural disasters and other issues unrelated to product quality

Customer Responsibilities

  • Use all goods following product usage instructions
  • Take proper care to avoid damaging items
  • Report product issues truthfully and promptly after discovery

Damage Investigation Rules

We reserve the right to investigate all damage claims and judge whether damage falls under compensation exclusions based on photos, tracking records and information you provide.

Exchanges

The most efficient way to get your desired item is to submit a return for your current goods. Once your return is approved, you may place a new separate order for your preferred style or size.

Cross-Border Return Terms

  1. We do not accept free returns or exchanges simply due to personal change of mind. Valid reasons are required for cross-border return approval.
  2. All returned goods and matching free gifts must be shipped back to our designated address. All return shipping costs are borne by the buyer upfront.
  3. After we receive and verify your return tracking number and shipping receipt, we will issue a discount voucher equivalent to your return shipping expense.
  4. Refunds will be issued within 48 hours after we receive and inspect your returned package.
  5. All customs duties, import VAT and related customs fees generated at your destination country are the sole responsibility of the customer.
  6. If you refuse to pay customs taxes leading to parcel return, we will deduct outbound shipping fees, return shipping fees and all associated costs from your final refund amount.

Refund Process

We will email you to confirm receipt and inspection results of your returned goods, and inform you whether your refund is approved.
Once approved, funds will be automatically refunded to your original payment method within 10 business days. Refund arrival time depends on your bank or card issuer’s internal processing speed.

If you have not received your refund 15 business days after approval, please email contact@snippet-furmatch.com for follow-up support.

Policy Modification Right

We reserve the right to adjust this return and refund policy at any time. Updated terms will take effect immediately after being published on our official website.

Governing Law

This policy shall be governed by the laws of the country where our brand operates.

Contact Information

For any questions about our return & refund policy, reach customer service via email: contact@snippet-furmatch.com