Refund and Returns Policy

We at SnusGroup value our customers’ satisfaction and strive to ensure the highest quality products. If you’re not entirely satisfied with your purchase, we’re here to help.

Return Period

You have 7 days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. We unfortunately cannot accept returns on used or opened products.

Refund Method

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Return Shipping Costs

The customer is responsible for paying the shipping costs for returning the item, and must provide us with a tracking number for the return shipment. Shipping costs are non-refundable. We recommend using a traceable shipping service or purchasing shipping insurance to ensure we receive your returned item.

Example: You ordered 10pcs of Snatch – Frozen for 84,73 CAD (58€) + shipping. You got the products and you want to send 5 of the products back. You are responsible for paying the shipping costs back and you will receive the cost of 5pcs of Snatch – Frozen back. Shipping costs will not be returned.

Product returns from Customs because of unpaid vat

If the order returns from customs the order will be refunded. The shipping costs will not be refunded and the 43,83 CAD (30€ fee) will be reduced from the order. This will cover the return costs from the customs back to our warehouse.

Returned orders can not be resent.

Example: You make an order worth 146,09 CAD + shipping (100€+shipping). The order leaves our warehouse and waits for you in Canadian customs. You don’t want to pay VAT and the parcel returns to our warehouse in 10 to 15 days. We will cancel your order and return 102,26 CAD (70€). If you want to order again, you need to make a new order. We can not resend the order that is returned to us.

Exceptions to Returns

At this moment, there are no exceptions to our return policy.

Exchange Policy

Please note that all edits to an order must be made before the parcel is shipped. Unfortunately, we cannot exchange products once they’ve been delivered.

Damaged/Incorrect Items

If you receive a damaged or incorrect item, we apologize for the inconvenience. Please contact our customer service at info(at)snusgroup.com to arrange for a free return and replacement of the damaged goods. We need an image from damaged items, the batch number from the bottom, the order number and all other order information. Our customer support will help you with the damaged order.

If the product is damaged or incorrect but is still used by the customer the product can not be returned since it’s used.

Process for Initiating Returns/Refunds

To initiate a return, please contact our customer support team at info(at)snusgroup.com. Once your request is confirmed, you can proceed to ship the items back to us.

Timeline for Refunds

Upon receiving your returned item and confirming it is in acceptable condition, we will process your refund. Please allow up to one week for the refund to be reflected in your account. The refund will be issued after we receive the order.

Customer Service Information

For more information about our returns and refunds policy, or if you have any other questions or concerns, feel free to reach out to our customer service team at info(at)snusgroup.com.