Refund policy

Last updated: September 2, 2026

At Snootkin, we care deeply about your pet's wellbeing. We want your purchasing experience to be clear, fair, and hassle-free. Below is our complete Return and Refund Policy designed in full compliance with Google Merchant Center standards and Australian consumer guidelines.

At a Glance: Return Terms

  • Return Window (Unopened Items): 60 days from the date of delivery.
  • Opened Products: Non-returnable due to health & safety hygiene standards for pet consumables.
  • Damaged, Defective, or Wrong Items: 100% free replacement or full refund (no return required).
  • Restocking Fee: $0.00 AUD (We never charge restocking or handling fees).
  • Return Method: By Mail.
  • Return Shipping Cost (Change of Mind): Customer responsibility.

1. Australian Consumer Law (ACL) Statutory Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes or limits your statutory rights under Australian law.

2. Damaged, Defective, or Incorrect Items

If your package arrives damaged, defective, or if you receive the wrong product, we will resolve the issue immediately at zero cost to you.

  • How to report: Email us at hello@snootkin.com within 60 days of delivery. Please include your order number and clear photo/video proof showing the issue.
  • Your choice: We will issue a 100% full refund to your original payment method or dispatch a brand-new replacement free of charge.
  • No physical return required: To protect pet safety and health, damaged or compromised pet supplements do not need to be returned to us.

3. Change of Mind Returns (Unopened Products)

If you change your mind or placed an order by mistake, we accept returns on unopened, factory-sealed products within 60 days of delivery.

  • Condition: Items must be completely unused, in their original sealed packaging, and in the exact condition received.
  • How to initiate a return: Contact hello@snootkin.com with your order number. Our support team will provide you with the correct return shipping address and RMA instructions.
  • Return Shipping Costs: For change-of-mind returns, the buyer is responsible for paying return shipping fees. We recommend using a trackable shipping service.
  • Restocking Fees: $0.00 AUD.

4. Why Opened Pet Supplements Cannot Be Returned

Snootkin products are ingested dietary supplements for pets. Once a safety seal is broken, we cannot verify how the product was handled or stored. For hygiene, health, and biosecurity reasons, we cannot accept returns or issue refunds on opened or partially used supplements for change-of-mind reasons.

5. Refund Processing Time

  • Once your unopened return is received and inspected (or your damage claim is verified), we will send you an email confirmation.
  • Approved refunds are credited back to your original payment method within 3 to 5 business days.
  • Depending on your Australian bank or credit card provider, it may take an additional 2–4 business days for the funds to reflect in your account.