At SnoutBox, we know shopping for your pets online should be easy and stress-free. If something isn’t right, we’ll always do our best to help.
What Can Be Returned
To be eligible for a return, your item must meet all of the following criteria:
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The return request is logged within 7 calendar days of delivery.
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You can provide proof of purchase (e.g. order or invoice number).
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The item is in its original packaging and in a re-sellable condition (unless it arrived damaged, expired, or faulty).
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The product is not listed as a non-returnable item (see below).
What Can’t Be Returned
For health, safety, and product integrity reasons, the following cannot be returned unless damaged, expired, or incorrectly delivered:
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Pet food & treats, except:
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Hill’s, Royal Canin, Acana, Orijen, and Eukanuba food if your pet finds it unpalatable (must be at least two-thirds full, and limited to one return per brand within 12 months).
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Food that arrived damaged or with an expired date.
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Tick & flea treatments, tablets, and sprays (unless expired upon arrival).
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Items clearly marked as non-returnable on the product page or packaging.
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Custom-made, bulk orders, or specially imported items.
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Gift cards or electronic vouchers.
Step 1: Contact Us
Not happy with your order? Received something faulty or incorrect? Reach out right away — we’re here to help.
📧 hello@snoutbox.com
📞 021 979 3940
Step 2: Returning the Item
If it’s our error (wrong item, damaged, faulty, or expired):
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We’ll cover the return shipping and send a replacement or refund as quickly as possible.
If it’s not our error (e.g. doesn’t fit your pet, not what you expected, or a change of mind):
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Return shipping costs will be for your account and deducted from the refund or credit.
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We reserve the right to charge a 10% handling fee on returns that require significant processing.
Replacements, Exchanges & Refunds
Replacements & Exchanges
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For items returned due to our error, we’ll replace or refund once the product is received.
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For exchanges (e.g. wrong size), we’ll ship the new item once the return is received and return + re-delivery costs are settled. We’ll send you a secure link for payment.
Refunds
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Refunds are processed within 10 working days after we’ve received and inspected your return.
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You’ll be notified by email once processed.
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EFT orders: For fraud prevention, we do not refund directly to bank accounts. Instead, we’ll issue a SnoutBox gift card or credit your Pet Parent account for the refund amount.
Costs Involved
Return Shipping Costs
For returns not due to our error, shipping is for your account and will be deducted from your refund or credit.
Exchange / Swop-Out Delivery Costs
Delivery costs for replacement or exchange items are charged separately. Pricing depends on your location and will be confirmed before shipping.
Handling Fee
For high-volume or complex returns, a handling fee of up to 10% of the item’s value may apply. This is reviewed on a case-by-case basis.
The SnoutBox Promise
Whether it’s a sizing issue, a picky eater, or the wrong item altogether — we’ll make the process as smooth as possible, so you and your pets can get back to the fun stuff.