Refund policy

Refunds, Returns & Cancellations Policy

Refunds

At SNOAP your happiness and enjoying a kind, wonderfully nourishing wash is of the uttermost importance to us. Therefore if for any reason you’re not happy with your purchase, please get in touch with us at info@snoap.com and we'll be sure to help. If, for any reason, we aren’t able to solve your issue for you, we’ve outlined our full refund policy below so you know exactly where you stand.

1. Faulty or Broken Items

Nobody likes a faulty product and rest assured that this is extremely rare. Please email us at info@snoap.com within 14 days of receiving your order and we'll fix the issue for you. For us to resolve your issue quickly, please provide your original order number and a description or video/picture of the fault.

2. Receiving Incorrect Order

Our team has a lot of orders to get through and every so often they might send out the wrong colour or item (please forgive us). If you’ve received the wrong order, let us know within 14 days of receiving your order by emailing info@snoap.com . If possible, attach a photo of the incorrect order you have received and state the item that’s missing and your original order number.

3. Item Not As Expected

We have done our best to depict our items and describe our scents as accurately as possible. If you are not happy with the items you received, email info@snoap.com . 

 

Cancellations

1. Orders Placed (One Off & Subscriptions)

Once an order is placed, we cannot guarantee that we are able to cancel the order or amend any items. Our warehouse works as quickly as possible to get orders out for our customers so it may not be possible. If you do wish to cancel or amend an order, email info@snoap.com and we will do our best to help. Please ensure you include the order number in your email.

2. Subscriptions

If you do not wish to continue with your subscription, you must email info@snoap.com at least 48 hours before your next order is due. If you contact us within 48 hours of your next order, we cannot guarantee that we will be able to cancel or amend the order. This is also not guaranteed once an automatic order has been placed.

 

Returns

For hygiene reasons, we are unable to accept returns of soaps, shampoo bars and dispensers for a change of preference or orders which were not cancelled in time. We can only accept returns when the item is faulty (which must be communicated) or in exceptional circumstances. 

If your request meets these criteria, please contact info@snoap.com for information on how to return your order. You must contact us before returning your order and notify us once the order has been returned. The costs of returning the products will be the responsibility of the customer. 

If a return/refund is agreed it is absolutely essential that the products are properly packaged for return and arrive undamaged.  You must include details of the customer, order number and customer address in with the products - ideally as a printed copy of your original order.

Once a return/refund is agreed funds will be refunded back to your original payment method within 14 days of receipt of your returned parcel.

Return address is:-
Odonata International Limited
Apex House
Wonastow Road
Monmouth
Monmouthshire
NP25 4RP

 

International Orders

It is not possible to return international orders due to shipping and duty charges incurred.  Please email info@snoap.com in the case of any damaged, faulty or missing items in your order.