Refund & Returns Policy

Last updated: March 2026

At Snout Grey, we want you — and your senior pet — to be completely satisfied with every purchase. If something is not right, we will make it right. That is our commitment to you.

Our 30-Day Return Policy

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:

• In its original condition — unused, unwashed, and undamaged
• In its original packaging where applicable
• Accompanied by proof of purchase (your order confirmation email)

We understand that some products — particularly bedding and comfort items — may need to be tried with your pet before you can assess whether they are the right fit. If a product has been lightly used and does not meet your needs, please contact us first at hello@snoutgrey.com and we will work with you on a case-by-case basis.

Non-Returnable Items

The following items cannot be returned:

• Items marked as final sale
• Gift cards
• Items that have been heavily used, soiled, or damaged after delivery
• Perishable goods such as pet treats or food items

How to Start a Return

To initiate a return, please email us at hello@snoutgrey.com with:

• Your order number
• The item(s) you wish to return
• The reason for the return

We will respond within 1–2 business days with return instructions. Please do not send items back without contacting us first — returns sent without prior authorisation may not be accepted.

Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, a refund will be issued to your original payment method within 5–10 business days. Please allow additional time for your bank or credit card company to process the credit.

If more than 10 business days have passed since your return was approved and you have not received your refund, please contact us at hello@snoutgrey.com.

Damaged or Defective Items

If your item arrived damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@snoutgrey.com with:

• Your order number
• A photo of the damaged or incorrect item
• A brief description of the issue

We will arrange a replacement or full refund at no cost to you — no return shipping required for damaged or defective items.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs. We recommend using a trackable shipping service as we cannot guarantee receipt of returned items without tracking.

For damaged, defective, or incorrect items, we will cover all return shipping costs.

Exchanges

We do not process direct exchanges. If you need a different size or variant, please return your original item and place a new order for the correct item. This ensures the fastest possible turnaround for you.

Questions

If you have any questions about our returns process, please contact us at hello@snoutgrey.com. We typically respond within 1–2 business days and are committed to making every experience with Snout Grey a positive one.