Refund policy
Right of return
You have the right to return your order within 14 days after receiving it, without providing any reason.
To be eligible for a return, you may handle the item to establish its nature, characteristics, and functioning – as you would in a physical store. However, it must be returned unworn or unused, with tags, and in its original packaging. If the item was used beyond what is necessary to evaluate it, we may deduct a reasonable amount from your refund.
To request a return, please contact us at info@snaileme.com.
We will provide you with the return instructions and return address by email.
Return shipping costs
Return shipping costs are the responsibility of the customer.
However, we will refund the original shipping cost you paid (if any), limited to the price of the standard delivery option. If you chose a more expensive shipping method (e.g. express delivery), the extra cost is non-refundable.
Items sent back to us without first requesting a return will not be accepted.
Exceptions / non-returnable items
Most of our products can be returned within 14 days. The following cannot be returned for hygiene reasons, and only if the sealed packaging has been opened after delivery:
- Soaps and other sealed cosmetic products, once unsealed
- Personalised items, such as postcards with a handwritten message written to your instructions
- Gift cards
Everything else, including gift sets, accessories, towels and tools, can be returned within 14 days in unused condition. Discounted items have the same return rights as full price items.
If you have any questions about your specific item, please contact us at info@snaileme.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be refunded on your original payment method within 14 calendar days from the date we receive the returned item or you provide proof of return – whichever comes first.
Please note it can take additional time for your bank or payment provider to process the refund.
Legal note
Agenda Astuta - Unipessoal Lda
NIPC: 517258080
VAT: PT517258080
Avenida Sabóia, nº 123 e 123A - apt 203
2765-278 Estoril, Cascais, Portugal
info@snaileme.com · +351 927 677 253