Refund policy

General Rights and Remedies

• You may be entitled to a repair, exchange, refund, or price reduction depending on the specific circumstances of your complaint or return.
• These remedies apply only to defects or issues not caused by misuse, mishandling, or other forms of improper treatment of the product.
• Complaint Period: Any complaint must be submitted within a “reasonable time” (within 14 days) after discovering the defect or issue.
  
  

Complaint Procedure

• Reporting the Issue: Complaints should be submitted promptly to our Customer Service at support@snusasia.com or by phone (if provided).
• Documentation: When filing a complaint, please include clear documentation (photos, videos, or other relevant evidence) of the defect. This helps us promptly evaluate and resolve the issue.
• Return Shipping Costs: If we determine that your complaint is valid, SnusAsia will cover return shipping costs to a reasonable extent. Further instructions on handling these costs will be provided once your complaint is approved.
  
  

Return Address & Handling

• Return Address:
  Stavellan International Co. 8 North Drive Str., Holiday Hills Brgy. San Antonio, San Pedro 4023 Laguna, Philippines
• Cash on Delivery (COD): Please note that any shipments sent COD will not be accepted.
• Packaging: Items must be securely packaged to prevent damage during transit. We recommend using the original packaging where possible. Any damage incurred due to improper packaging may affect your refund or replacement eligibility.
  
  

Refunds & Bank Information

• Refund Processing: If a refund is agreed upon, it will be issued via bank transfer to the account details you provide.
• Sensitive Information: Sharing your bank information (account number, IBAN, SWIFT, etc.) is generally safe via email or secure electronic means and will only be used for processing your refund.
  
  

Right of Withdrawal (14-Day Return Policy)

• Duration: You have 14 days from the date you receive your order to exercise your right of withdrawal.
  • Multiple Items: If your order includes multiple items delivered separately, the 14-day period begins once the final item has been delivered.
• Notification:
  • Written Notice: You must inform us of your decision to withdraw by emailing support@snusasia.com.
  • Deadline: This notification must be sent no later than 14 days from the date you receive your order.
• Return of Items:
  • Return Period: After informing us of your decision to withdraw, you have another 14 days to return the items.
  • Return Shipping Costs: You are responsible for covering any return shipping charges.
  • Return Note: Please complete the included Return Note (or equivalent documentation) and enclose it with the returned items to expedite processing.
• Address: All returned items should be sent to the address listed above.
  
  

Exemptions from the Right of Withdrawal  

• Health & Hygiene Products: Sealed goods (e.g., certain food items, nicotine pouches, hygiene products) that are unsuitable for return once opened are exempt. Once the seal is broken, these items cannot be returned for safety and hygiene reasons.
• Other Exemptions: Any other specific categories mentioned in our full Terms and Conditions are also exempt from the right of withdrawal.

Condition of Items Upon Return

• Liability for Diminished Value: You are liable for any depreciation in the item’s value if it has been handled beyond what is necessary to ascertain its nature, characteristics, and functioning.
• Unused Condition for Full Refund: To qualify for a full refund, items must be unused, in their original packaging, and in the same condition as when they were delivered.
• Inspection Upon Receipt: Once we receive the returned item, it will be inspected to determine if any value has been lost due to improper handling, and any deductions may be applied accordingly.
  
  

Processing Times

• Complaint Resolution: We aim to address all complaints within 7–14 business days of receipt of the returned item or the complaint documentation, whichever is later.
• Refund Timeline: If a refund is approved, please allow up to 14 business days for it to be processed, although we strive to complete transactions sooner.
• Communication: We will notify you via email (or your chosen communication method) once your return or complaint has been processed.
  
  

Contact Us

• Customer Service: For any questions, clarifications, or assistance in initiating a return or filing a complaint, please contact us at:
  • Email: support@snusasia.com
  • Phone: +63 9288590360
• Business Hours: 8AM-6PM Monday-Sunday.
  
  

Acceptance of Terms

• By purchasing from SnusAsia, you acknowledge and agree to abide by the terms outlined in this Return and Refund Policy.
• We reserve the right to modify or update this policy at any time. Any changes will be posted on our website and will take immediate effect for all new orders.