The Snout — Returns & Refunds Policy
Last Updated: [INSERT DATE]*
We want you to love your jacket. This policy explains both your statutory legal rights and The Snout's own commercial returns policy, which in some areas goes further than the law requires.
1. Your Statutory Right to Cancel (Consumer Contracts Regulations 2013)
If you are a consumer buying online, you have a legal right to cancel your order:
- You can cancel within 14 days of receiving your goods, without giving a reason.
- You then have a further 14 days from telling us you wish to cancel to return the goods.
- Once we receive the goods (or evidence you've sent them), we will refund you within 14 days, using your original payment method.
- We may withhold the refund until we have received the goods back, or evidence of return postage, whichever is earlier.
- If you cancel under this statutory right but have used the goods beyond what's necessary to establish their nature and function, we may deduct an amount reflecting any reduction in value.
This statutory right does not applyto goods made to your specification or clearly personalised (see Section 6, Made-to-Order Products).
2. The Snout's Commercial Returns Policy
In addition to your statutory rights, we offer a voluntary returns window of 14 days from delivery, provided:
- Items are unworn, unused, and in their original condition.
- Original tags and labels are still attached.
- Items are returned in their original packaging where possible.
- Proof of purchase is provided.
Items that do not meet these conditions may be refused, or a reduced/partial refund may be offered at our discretion, reflecting the reduction in value — this does not affect your separate statutory rights described in Section 1.
3. Items That Cannot Be Returned
The following may be excluded from our voluntary returns policy (statutory rights under Section 1 still apply unless separately exempted):
- Made-to-order/customised/personalised jackets.
- Items marked as final sale/clearance, where clearly stated at the time of purchase.
- Items showing signs of wear, damage caused by use, or alteration by the customer.
4. How to Start a Return
See our File a Return page for step-by-step instructions. In summary:
1. Contact us at [CUSTOMER SERVICE EMAIL] or use the returns portal at [RETURNS PORTAL LINK, IF ANY] within the applicable window.
2. Follow the instructions provided to package and send the item back to: [RETURN ADDRESS].
3. Retain proof of postage until your refund is confirmed.
5. Return Shipping Costs
- Where you are exercising your statutory 14-day cancellation right, you are responsible for the cost of returning goods unless we have agreed otherwise, except where the item is faulty, damaged or incorrect (see Section 7), in which case we cover return costs.
- For voluntary commercial returns outside the statutory period, return shipping is paid by: **[the customer / The Snout — confirm policy]**.
6. Made-to-Order / Custom Products
Because these items are made specifically for you, they are generally exempt from the statutory 14-day cancellation right once production has started, and may only be returned if faulty, damaged, or not as described. This will be clearly stated at checkout for any customised item.
7. Faulty, Damaged or Incorrect Items
See our full Faulty, Damaged or Incorrect Items section below. In summary: if your item arrives faulty, damaged or is not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, and we will cover the cost of return.
8. Exchanges
- We offer exchanges (e.g. for a different size) within 14 days, subject to stock availability and the same condition requirements as returns (Section 2).
- If you'd prefer a different item entirely, we recommend requesting a refund and placing a new order to guarantee availability.
9. Refund Processing
- Approved refunds are issued to your original payment method.
- Please allow 14 days from receipt of goods for the refund to appear, plus your bank's own processing time.
10. Sale, Promotional and Gift Items
- Sale/promotional items follow the same returns policy above unless marked as final sale at checkout.
- Gift recipients may request an exchange or store credit; refunds to the original payment method will only be issued to the original purchaser.
11. Contact Us
Email: **[CUSTOMER SERVICE EMAIL]** | Phone: **[CUSTOMER SERVICE PHONE NUMBER]**
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