Refund policy

SNAKOO VENTURES LLP – SHIPPING, REFUND & CANCELLATION POLICIES

1. PAYMENT POLICY

We accept online orders through secure, reliable payment gateways. You can complete your transaction using the following methods:

  • Debit & Credit Cards: Visa and MasterCard from select banks in India, as well as American Express.

Transaction Security & Billing

  • Card Details: For Visa and MasterCard, you will be required to input your 16-digit card number, expiration date, and 3-digit CVV code. To complete the transaction, your card must be enrolled in VBV (Verified by Visa) or MSC (MasterCard Secure Code) security checks.

  • American Express: Transactions require your 15-digit card number and 4-digit security code.

  • Statement Identifier: Your billing or bank statement will show this transaction as a payment to Snakoo Ventures LLP.

Payment Discrepancies

If funds have been debited from your account but you have not received an order confirmation email, please contact our customer care team immediately with the following details:

  1. Transaction Reference Number

  2. Exact amount debited along with your registered Email ID

  3. Date and time of the transaction

2. SHIPPING & DELIVERY POLICY

At Snakoo, we prioritize providing our customers with a seamless, fresh, and timely delivery experience.

Order Processing Time

  • All orders placed on our website are processed within 24 to 48 hours of receipt.

  • Processing occurs Monday through Friday, excluding weekends and public holidays. Orders placed in the second half of Saturday or on Sunday will be processed and dispatched within 48 to 72 hours.

Domestic Shipping (Within India)

  • Shipping Charges: All shipping and handling fees are clearly calculated and visible at checkout before you finalize your payment.

  • Estimated Delivery Time: Typically between 3 to 4 days from the date of order confirmation. Actual delivery times may vary depending on your destination address and local courier routes.

  • Maximum Delivery Time: In rare instances free of direct disputes, the absolute maximum delivery time is 10 days from the date of order confirmation. External factors like extreme weather conditions or unexpected regional logistical challenges may occasionally cause delays beyond our control.

  • Mega Sale Events: During high-volume promotional events, dispatches may experience slight delays. We aim to dispatch all sale orders within a maximum of 7 days from the order confirmation date.

  • Split Shipments: It is completely normal to receive your order in multiple packages. This occurs when items are fulfilled from different regional warehouse locations across India. You will only be charged a shipping or COD fee (if applicable) on the first package you receive.

  • Cash on Delivery (COD): COD options are available across eligible pin codes, subject to active promotions and inventory availability.

International Shipping

  • Estimated Delivery Time: Between 7 to 15 business days, heavily dependent on the destination country and standard customs processing speeds.

  • Maximum Delivery Time: In the event of unforeseen transit or customs bottlenecks, the maximum delivery window is 30 business days from your order confirmation date.

  • Customs, Duties & Taxes: International shipments may be subject to import customs duties, tariffs, and local taxes according to the regulations of the destination country. The recipient is solely responsible for settling any additional charges incurred during local customs clearance.

  • Shipping Partners: We partner with reputable international courier networks to guarantee secure, cross-border handling of your orders.

  • Order Tracking: Upon dispatch, an email confirmation with global tracking details will be sent to help you monitor your package's journey.

3. CANCELLATION POLICY

  • Dispatch Cut-off: Once an order has been handed over to our courier partners and dispatched, it cannot be canceled.

  • Vouchers: Promotional or discount codes are meant for single use. If you cancel an order where a voucher was applied, that voucher will be considered used and cannot be re-applied.

  • Returns & Cancellations: In case of a valid return or cancellation, refunds shall only be initiated after the product is returned to our facility and passes physical verification of the item and its packaging.

4. RETURN & EXCHANGE POLICY

Important Notice: Because our items are food and consumable products, Snakoo items are generally non-returnable due to health, hygiene, and safety regulations.

Eligibility for Replacement or Refund

You will be eligible for a full refund or exchange without incurring any additional charges only in the following scenarios:

  • The package has accessories or items missing.

  • Damaged, broken, or crushed packs/bottles are delivered.

  • The wrong product is delivered.

  • An expired product is delivered.

  • Short-Expiry Exception: Products delivered with an expiration date of less than 3 months are eligible for a return and full credit. No returns or refunds will be accepted for items whose remaining expiry window is more than 3 months.

Non-Returnable Scenarios

Returns and refunds will not be accepted if:

  • The product is damaged or used post-delivery.

  • The claim is made without the original tax invoice.

  • The batch number or price details on the packaging have been tampered with.

  • The item is without its original manufacturer’s packaging.

  • The issue is due to customer neglect, improper storage, or incorrect usage.

  • Note: Orders for Festive Gift Boxes are strictly non-applicable for exchange or refund. Product exchanges due to individual allergic reactions are not accepted.

How to File a Claim

  1. Time Window: All claims regarding shortages, damages, or wrong products must be reported to our customer service team within 24 hours of delivery.

  2. Required Details: Send an email to contact@snakoo.in or call +91-8955035857. You must provide clear snapshots of the product (highlighting the damaged/tampered side), the tax invoice, the inner and outer packaging, and the Batch Number.

  3. Usage: Please do not consume or use the item you have raised a complaint about. Keep it safe, saleable, and undamaged in its original packaging for successful verification and pick-up.

  4. Timeline: We require 48 to 72 hours to investigate your request with our courier partners. Please allow 10 to 15 days from the day we receive your returned package for your final resolution to be fully processed.

5. REFUND EXECUTION POLICY

Before authorizing a refund or replacement, our team may contact you to ascertain the damage or defect. Please note that we do not issue cash refunds.

  • Prepaid Orders: The approved refund amount will be credited directly back to the original bank account, card, or wallet used to make the payment. It typically takes 7 to 10 business days for the amount to reflect in your account.

  • Cash on Delivery (COD) / Bank Transfers: Refunds will be executed via bank transfers/NEFT. It requires 5 to 7 business days post-approval for the online refund to be processed.

  • Self-Ship Reimbursement: In case our reverse pick-up service is unavailable at your pincode location, you will need to self-ship the product via a reliable courier partner. We will reimburse the verified courier charges either directly to your bank account or as Snakoo Reward Points.

6. IMPORTANT CUSTOMER TERMS & CONDITIONS

Delivery Discrepancies

If your tracking link status updates to "Delivered" but you have not physically received the package, you must notify our customer service team via call or email within 24 hours of the delivery intimation. We will require 48 to 72 hours to investigate the matter with our logistics partners. Snakoo does not assume responsibility for missing claims made after 24 hours or for the misplacement of products post-delivery.

Damaged or Tampered Shipments

We take extensive safety precautions, packing our products securely in boxes with protective wrapping. If you receive a shipment that is visibly tampered with, broken, or opened at the time of delivery, please do not accept the package from the courier agent.

Fair Usage Policy

We go to great lengths to ensure a smooth user experience. However, to protect the rights of our authentic consumer base, we monitor account histories. If we detect clear patterns of system abuse—such as accounts repeatedly refusing valid shipments, manipulating return timelines, or demanding unverified cashbacks—we reserve the right to pause deliveries, cancel future orders, or suspend customer support access at our sole discretion.

Packaging & Design Evolution

Our product packaging, container shapes, and brand communications undergo constant innovation to ensure a premium experience and remain aligned with regulatory notifications.

  • Changes in the placement of symbols, stickers, or regulatory information may occur. Please be assured that the product inside remains completely authentic and untampered.

  • Eco-Friendly Initiative: To reduce our carbon footprint, we are systematically discarding unnecessary secondary outer paper boxes and extra wrapping layers. You may begin to receive your snacks without an exterior box. This reduced packaging does not impact the safety, freshness, or efficacy of your food items.

Suspending Promotions

Snakoo reserves the absolute right to pause, alter, or cancel any ongoing or future promotions, flash sales, discount offers, gifts, or giveaways at any point without prior notice, liabilities, or financial obligations.

CONTACT & SUPPORT

Should you have any questions, delivery concerns, or need assistance tracking a package, please feel free to reach out to our team:

  • Company Name: Snakoo Ventures LLP

  • Registered Address: Jaipur, Rajasthan, India

  • Contact Number: +91-8955035857

  • Support Email: contact@snakoo.in