Refund policy

 

Returns, Refund & Exchange Policy

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Returns

If you're not 100% satisfied with any aspect of our product or service, you can return your unworn item to us within 90 days of purchase for an exchange or refund.

To process a return or exchange, Please complete your return request via the Returns portal. Alternatively, please message our customer service team at hello@snagtights.com for instructions. Please note that you will be liable for return label costs, this will be taken as a deduction from your refund value.

Items should be returned in a new and unused condition. Hygiene is really important to us and our customers so some items cannot be returned, including:

  • Intimates (Tights, Chub Rubs, Ankle Socks & Underwear) - we can only accept returns for items that have not been tried on.

  • Clothing and Bras - these may be tried on, but must be returned in brand new condition with any tags/labels still attached.

  • Swimwear - swimwear may be tried on, but Returns will only be accepted if the hygiene strip remains in place

None of this affects your statutory rights.

It's OK to try an item on like you would in a shop (except our tights), but please don't actually wear it out. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels.

If your items were provided to you in a fabric garment bag, this needs to be returned with your product, to qualify for a return. Any items not returned with fabric garment bags, will not be accepted and the return rejected, meaning the item will be sent back to you. 

Any returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! Always ensure that you get proof of postage in case you need to contact us about your return.

Should you choose to send a return independently of our returns portal Snag is unable to accept any collection fees for returns, failure to pay applicable postage may lead to delays processing your return and/or your items being returned to sender. The sender is directly responsible for any additional charges in such cases. Unpaid charges may be deducted from any refund balance.


Checkout+ Guaranteed Returns

Our guaranteed Returns functions are available to you depending on the items in your order. Product exclusions apply meaning that Checkout+ may not be available for every purchase. 

Checkout+ offers unlimited returns for an upfront fee at checkout for an order. It doesn’t offer unlimited returns in perpetuity for that customer, it is specifically linked to the order it is placed within. This cannot be transferred to other orders.

Processing a return against a Checkout+ order follows the same process as our other returns, however label fees will not be deducted from the overall total. This is because an additional fee was paid at the original time of checkout. 


Refunds

Once your return arrives back with us and passes our quality checks (this is really important!), we'll process your refund as quickly as possible. 

We aim to have the funds back in your original payment method within 10 working days of receipt. 

Please remember that the cost of your return shipping label will be deducted from your total refund amount. 

Please make sure everything in your package is accounted for. We might not be able to accept or process items that aren't identified in your return parcel/request or there may be additional fees for any unexpected items.


Exchanges

If you would like  to exchange it for the same item, Please complete your return request via the Returns portal to indicate you will be returning an item for an exchange.

As above, returns will only be accepted for items that are unworn and in a good condition. The same conditions apply for all returned items.

We aim to have any exchanges processed within 7 working days of receipt of the returned items. 


Damaged / Defective Items

If you receive a damaged or defective item, please contact our Customer Service team at hello@snagtights.com.

Our team will gladly investigate any concerns. Please provide them with as much detail as possible, including your name, order, email and any applicable photos.


Alterations & Repairs

We cannot accept any items for Return or Exchange, if they have been altered or repaired in anyway.


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Return Fees

If you chose our guaranteed returns policy when you bought your items, you can complete your return without any label fees at all.

If you didn't opt for guaranteed returns at checkout, the label fees will be visible whilst you're setting up your return in the return portal.

Keep in mind that label fees apply to each return you send. To save on fees, we recommend grouping your items from an order together in one return rather than sending them separately. Return packages should only contain items from one order.

Please make sure everything in your package is accounted for. We might not be able to accept or process items that aren't identified in your return parcel/request.


Return Shipping

All items being returned will be returned back to our UK warehouse in Livingston. The time it may take for returns to be received can greatly vary, so please be mindful of this and aware of our processing times.

Please make sure everything in your package is accounted for. We might not be able to accept your return for shipping, if it contains items that aren't identified in your return parcel/request.

We strongly recommend for any return, that you obtain proof of postage to allow for tracking and processing updates.



Return Processing

We estimate that all returns will be processed within 10 working days of being shipped. We will aim to be within this time-frame, however cannot guarantee this. Additional factors such as Return Shipping time, Unexpected delays and Return volumes may mean that it takes us some additional time to complete the processing on your Return.


 

Returns Address

Within the US, Snag uses an intermediary to collect all returns. Returns will be processed automatically at this facility. Final items cannot be confirmed until the parcels arrive at the Snag facility within the UK (address below). We strongly recommend only sending items that you raise within the return. There is no guarantee unidentified items contained are possible to be processed.

1 Rennie Square, Brucefield Industrial Estate, Livingston, EH54 9DH, United Kingdom