Refund policy

This policy applies to all orders placed on snoutlab.in ("we", "us", "Snoutlab"), operated by Dobara Collective. By placing an order, you agree to the terms below.

Because our products are personal-care items applied directly to your pet, we're unable to accept returns for change of mind, or for products that have been opened or used. This is standard practice for grooming and skincare products and is in place for hygiene and safety reasons.

1.1 When We Do Offer a Replacement or Refund

We will replace or refund your order in the following cases only:

•      You received a damaged product (e.g., broken seal, leaking bottle, crushed packaging).

•      You received the wrong product or wrong variant.

•      Your order arrives with an item missing from what you ordered.

1.2 How to Report an Issue

•      Contact us within 48 hours of delivery at customercare@snoutlab.in (or via [Instagram DM / WhatsApp - 9073159978).

•      Share your order number, a description of the issue, and clear photos (and, ideally, an unboxing video) showing the product and outer packaging.

•      Claims reported after 48 hours, or without supporting photos/video, may not be eligible for replacement — this window exists to distinguish transit damage from later mishandling.

1.3 What Happens Next

•      We review your claim within 2 business days and confirm by email whether it's approved.

•      Approved claims are resolved as a free replacement of the same item, where stock allows, or a full refund to your original payment method — your choice.

•      We do not require the damaged/incorrect item to be shipped back to us unless we specify otherwise for a particular claim.

1.4 Refund Timelines

•      Approved refunds are processed within 2 business days of approval.

•      Funds typically reflect in your original payment method within 7–10 business days, depending on your bank or payment provider.

1.5 Order Cancellations

•      Orders can be cancelled free of charge any time before they are dispatched — contact us or use [Cancel Order] in your account.

•      Once an order has been dispatched, it can no longer be cancelled; the return/replacement terms above will apply instead if there's an issue on arrival.

1.6 Non-Returnable Items

Opened, used, or partially used products cannot be returned or exchanged, except where the issue falls under Section 1.1. Products purchased as part of a combo or bundle must be reported as a complete set.