Refund policy
Our products are made, packed and dispatched from India. This policy explains what customers can expect for international shipping and how we handle problems with an order.
Dispatch Time
Orders are normally prepared and handed to the courier within 2-3 working/business days after successful payment, excluding Indian public holidays and any product specific lead time shown before purchase.
Delivery Time
Estimated delivery time depends on the destination and courier service. The delivery estimate shown at checkout or shared with your order is an estimate, not a guarantee. Customs checks, weather, courier delays or other events outside our control may affect delivery.
Tracking
Where tracking is available, we will share tracking details after dispatch. Courier tracking may sometimes take time to update.
Customs, Duties and Taxes
International parcels may be checked by customs or other authorities. Duties, taxes or import charges, if any, will be borne by the customer.
No Change-of-Mind Return
We do not accept change-of-mind returns after dispatch. International shipping from India is expensive, and the cost of sending a parcel back and forth can be much higher than the value of the product itself.
Orders that have already been dispatched also cannot usually be recalled easily. If you contact us quickly, we may check with the courier to see whether an interception or return-to-origin request is possible. We will keep you informed, but courier recall cannot be guaranteed.
Visible Damage at Delivery
If the parcel is visibly wet, leaking, torn or badly soiled at delivery, please photograph it and refuse delivery.
Keep any message or conversation with the delivery agent regarding the damaged parcel and share the details with us so we can raise the matter with the shipping partner.
- Damage not visible from outside:
Sometimes outer packaging may appear fine while the product inside has been damaged during transit. If you notice breakage or leakage after opening the parcel, please photograph the product and packaging and contact us within 12 hours of delivery. - share your order number;
- send clear photographs of the product and outer package;
- include the shipping label and visible batch/lot number where possible; and
- briefly explain the issue.
Once the issue is verified, we may provide a replacement, reshipment, partial refund or full refund, depending on the circumstances and applicable law.
If the parcel appears normal at delivery but damage or leakage is discovered only after opening it, please retain the product and packaging, take clear photographs and contact us promptly.
Lost Shipment
If tracking does not show delivery and the parcel appears lost, we will first check with the courier. If the shipment is confirmed lost, we will arrange an appropriate replacement or refund.
Delivered but Not Found
If tracking shows delivered but you cannot find the parcel, please first check the delivery location, household members, building reception and courier records. If it is still missing, contact us promptly so that we can assist with the courier enquiry.
Address Errors / Refused Delivery
Please provide a complete and correct delivery address and phone number. If a parcel is returned due to an incorrect or incomplete address, refusal of delivery, or repeated failed delivery attempts, the refund will be processed after deducting the actual forward and return shipping charges billed to us by the shipping partner.
Product Sensitivity or Reaction
We always recommend a small suitability test before adding any product to your regular routine. Please read the ingredient list carefully to avoid any known allergens. If you experience any sensitivity or unexpected reaction, discontinue use and seek medical advice if needed. For any questions about the ingredients used in a product, please feel free to contact us.
Refunds
Approved refunds are normally returned to the original payment method. Your bank, card issuer or payment provider may take additional time to show the refund after we process it.
Need Help?
For shipping, return, refund or replacement help, email support@snaana.com.
Governing Law
This policy is governed primarily by Indian law and our Terms of Service. Any mandatory customer rights that legally apply to an international order will still be respected.