Refund policy
30-Day Money-Back Guarantee
We want your dog to love their Snoutwell mat. If you're not happy with your purchase, contact us within 30 days of delivery and we'll make it right.
Not satisfied?
Email us at support@snoutwell.shop with your order number and a short explanation (a photo or quick video helps). Once approved, we refund your original payment method. In most cases, you won't need to send the item back.
14-day right of withdrawal (EU customers)
If you live in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the item, without giving any reason. To use this right, send us a clear statement (for example by email to support@snoutwell.shop) with your name and order number.
We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal, using the same payment method you used for the order. If we ask you to return the item, we will tell you how; in most cases you can simply keep it. Our 30-Day Money-Back Guarantee applies in addition to this legal right and does not limit it.
Damaged, defective or wrong item
If your item arrives damaged, defective, or isn't what you ordered, email us within 30 days of delivery with a photo. We'll send a free replacement or issue a full refund ā your choice. Your statutory warranty rights remain unaffected.
Late or lost orders
If your order hasn't arrived 30 days after shipping, contact us and we'll send a replacement or refund you in full.
Refund timing
Approved refunds are issued within 3 business days. Depending on your bank or PayPal, it may take 5ā10 business days to appear on your account.
Please note
- Normal wear from chewing or unsupervised use isn't covered by the 30-day guarantee ā a snuffle mat is a supervised foraging game, not a chew toy.
- One guarantee claim per customer and product.
Contact
Questions? Email support@snoutwell.shop or use the live chat on our website ā we reply within 24ā48 hours.