CUSTOMER POLICY

Refund Policy

At Black Snow, we are committed to providing quality oral-care products and a positive shopping experience.

1 Eligibility for Refunds

We accept refund requests for products that:

Arrive damaged or defective.
Are incorrect or different from what was ordered.
Are missing from the delivered package.
Have a verified issue that makes the product unusable.

Important: Due to the nature of oral-care products, opened or used products may not be eligible for return or refund for hygiene and safety reasons.

2 Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

Please provide your Order ID and clear photographs showing the condition of the product and packaging.

After reviewing your request and you meet the eligibility for a refund, you will be refunded.

3 Change of Mind

Refunds are generally not available simply because you changed your mind after receiving the product, particularly where the product has been opened or used.

4 Refund Process

Once your refund request has been approved, we will process the applicable refund using the original payment method where possible.

The time required for the funds to appear in your account may depend on your bank or payment provider.

5 Order Cancellation

Cancellation requests should be made before your order has been shipped. Once an order has been dispatched, cancellation may no longer be possible.

6 Non-Refundable Situations

Refunds may not be provided where:

The product has been opened or used.
The product was damaged after delivery through improper handling or storage.
The customer provided an incorrect delivery address.
The refund request is made outside the applicable return period.
The product shows no verified defect or fulfillment error.

7 Contact Us

To request a refund or report a problem with your order, please contact our customer support team.

Please include:

Order ID
Description of the issue
Relevant photographs is compulsory for a refund

Important: Black Snow reserves the right to review each refund request individually and make a determination based on the eligibility of the order. Once a refund is approved, please allow 2–5 working days for the refund to be processed and reflected in your account.

Refund, return, and cancellation terms should be applied in accordance with applicable consumer-protection laws.