Return Policy Page

1. Return/Refund Request

1.1 Subject to the terms and conditions in this Refund and Return Policy and the Terms of Service, Buyers may apply for the return and/or refund of purchased items (“Items”) prior to the expiration of the Snail Guarantee Period. Terms of Service.

1.2 Snail Guarantee is a service provided by Snail at the request of users to help users deal with certain conflicts that may arise during transactions. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during or after using SnailGuard.

2. Return request

2.1 Buyers can only apply for a refund and/or return under the following circumstances:

Buyer did not receive the item;

the item was defective and/or damaged upon delivery;

The goods received are incomplete (missing quantities or accessories);

The seller has delivered to the buyer items that do not conform to the agreed specifications (e.g. wrong size, color, etc.);

Items delivered to Buyer differ materially from the description provided by Seller in the item list;

The item received is a counterfeit item**;

The item was received with physical damage (e.g. dented, scratched, broken);

The item received is defective (e.g. malfunctioning, not working as expected);

By private agreement with the seller, the seller must send his/her confirmation to Snail confirming the agreement; or

change idea*

*Change of mind return policy is only available in certain categories and by certain sellers only.

**Counterfeit return policy only applies to Snail Mall sellers.

2.2 The buyer's application must be submitted through the Snail mobile application.

2.3 Snail will review each buyer's application on a case-by-case basis and decide at its sole discretion whether the buyer's application is successful.

2.4 Please note that if requested by Snail, the buyer must ship the item to the location designated by Snail within ten (10) calendar days of making the return request.

2.5 Snail will decide whether to approve your refund and return request at its own discretion. The Buyer acknowledges and agrees that Snail's decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise bring any claim against Snail or its affiliates for such decision.

2.6 If the buyer has initiated legal proceedings against the seller, the buyer may provide Snail with a formal notification from the relevant authority, requiring Snail to continue to hold the purchase money until a formal ruling is made. Snail will determine at its sole discretion whether it is necessary to continue to hold such purchase monies.

3. Rights of preferred seller

3.1 If you are a preferred seller, you should have received a separate written notice from Snail notifying you of your choice to participate in the Snail Preferred Seller Program. If at any time you decide not to participate in the Snail Preferred Seller Program, please notify Snail in writing; otherwise, you will be deemed to have chosen to continue participating in the Snail Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. Snail may suspend or remove any Preferred Seller from the Snail Preferred Seller Program at any time in its sole discretion.

3.2 Snail's decision to approve a refund or return pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Seller agrees to comply and do all necessary things to make Buyer's refund or return request valid and approved by Snail.

3.3 For any refund or return request approved by Snail, Snail will notify the Preferred Seller by email (“Email Notification”), and organize the delivery of the relevant returned items to the address provided by the relevant Preferred Seller to Snail in writing for completion The refund and return process, as long as the address is located in the country where the relevant item is listed for sale on the Site (“Local Address”). If the Preferred Seller fails to provide a local address for the returned merchandise or otherwise fails to accept the return within a reasonable time (as determined by Snail), Snail reserves the right to dispose of such merchandise in any way it deems appropriate and the Preferred Seller shall be deemed forfeited all rights to the item. If the Preferred Seller has not received the returned item, the Preferred Seller must notify Snail within seven (7) days of receipt of the email notification (“Notification Period”). Failure to notify Snail within the notice period will be conclusive evidence and result in Preferred Seller having accepted delivery of the item, and Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.

3.4 Notwithstanding the foregoing, Snail may, in its sole discretion, not return Merchandise that is approved for a refund or return to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to the Merchandise.

3.5 For any refund or return rejected by Snail after receiving the relevant product, Snail will organize the delivery of the product to the address of the relevant buyer in accordance with the above Article 2.

3.6 If Snail approves any refund or return request, Preferred Sellers may appeal that decision by contacting Snail and providing evidence in support of the appeal. If Snail upholds the preferred seller's appeal, it will pay the preferred seller all or part of the purchase price. Best Sellers acknowledges and agrees that Snail’s decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit against Snail or its affiliated companies or otherwise raise any claim for such decision.

4. Rights of ordinary sellers

4.1 For the purposes of this Refund and Return Policy, Regular Seller means a Seller who is not a Marketplace Seller or Preferred Seller.

4.2 When Snail receives the buyer's application for return and/or refund, Snail will notify the seller in writing. The seller can respond to the buyer's application according to the steps provided by Snail in the written notice. Seller must respond within the time frame specified in the written notice (“Described Period”). If Snail does not hear from the Seller within the specified period, Snail will assume that the Seller has not responded to the Buyer's application and will continue to evaluate the Buyer's application without further notice to the Seller. Snail will review each seller's response on a case-by-case basis and will determine in its sole discretion whether the buyer's application is likely to be successful under the circumstances described by the seller.

5. Returns and exchanges

5.1 For a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the condition in which the buyer received it on delivery. We will advise buyers to take pictures after receiving the item.

6. Responsibility for return shipping

(a) In the event of an unforeseen error by the Seller (ie - damaged, defective or wrong item delivered to the Buyer), the Seller will bear the Buyer's return shipping costs.

(b) In case the buyer changes his mind, the buyer should obtain the consent of the seller before returning the product, and the buyer should bear the return shipping cost.

(c) In the event of a dispute between the buyer and the seller regarding the party responsible for the return shipping fee, Snail will determine the party responsible for the return shipping fee at its sole discretion.

7. Refunds

7.1 The buyer will only get a refund after Snail receives the seller's confirmation that the seller has received the returned goods. If Snail does not receive a reply from the seller within the specified time, Snail will have the right to refund the applicable payment to the buyer without further notice to the seller. Refunds will be credited to the buyer's credit/debit card or nominated bank account, whichever is applicable.

8. Communication between buyers and sellers

8.1 Snail encourages users to communicate with each other when there are problems in the transaction. Since Snail is a platform for users to conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased items.

Last Updated: August 2, 2021

Return Policy Page

Terms & conditions

return policy

Support Policy

privacy policy

Contact Info

Quick Links

My Account

Be A Seller