Refund and Returns Policy – Effective Date: January 7, 2025

At SnugCiteino, we strive to ensure that you are completely satisfied with your purchase. However, we understand that sometimes products may not meet your expectations or you may need to return an item. Below is our Refund and Returns Policy, outlining the process for returning items and receiving refunds.

1. Return Eligibility

You are eligible for a return if:

  • The item is in new, unused condition.
  • The item is returned within 30 days from the date of purchase.
  • The item is not a custom or personalized product, which cannot be returned unless defective or damaged.
  • The product is not a final sale item, such as gift cards, downloadable content, or any items marked as non-returnable at the time of purchase.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@snugciteino.com with your order number and details of the product you wish to return.
  2. Return Authorization: After reviewing your request, we will issue a Return Authorization (RA) number and provide you with return instructions.
  3. Return Shipping: Pack the item securely in its original packaging, along with any included accessories, manuals, or documentation. Clearly mark the RA number on the outside of the package.

3. Return Shipping Costs

  • Customer Responsibility: You are responsible for the cost of return shipping unless the return is due to a defective or damaged item, or an error on our part.
  • Prepaid Return Labels: In some cases, we may provide a prepaid return shipping label. This will be indicated in the return instructions if applicable.
  • Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item without tracking.

4. Refund Process

  • Inspection: Once we receive your returned item, we will inspect it to ensure that it is in new, unused condition.
  • Refund Approval: If the return is approved, a refund will be processed to your original payment method within 7-10 business days. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
  • Partial Refunds: If the returned item is damaged, missing parts, or used, we may issue a partial refund or decline the return.

5. Exchanges

  • We do not offer direct exchanges. If you would like to exchange an item for a different product, you must first return the original item for a refund and then place a new order for the item you want.

6. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at info@snugciteino.com with the following information:

  • Order number
  • Product name and description
  • Description of the issue or damage
  • Photos of the damaged or defective item

Once we verify the issue, we will issue a full refund or send a replacement at no additional charge, and we will provide instructions for returning the damaged item.

7. Non-Returnable Items

Certain products cannot be returned under our policy, including:

  • Custom or personalized items
  • Gift cards
  • Downloadable content or digital products
  • Items marked as final sale at the time of purchase

8. Restocking Fees

We may charge a restocking fee of up to 15% on certain returns if the item is not in its original condition or if the packaging has been opened or damaged.

9. Refunds to Payment Methods

Refunds will be credited to the same payment method used for the original purchase. Please note that it may take additional time for your financial institution to process and post the refund to your account.

10. Customer Support

If you have any questions regarding our Refund and Returns Policy or need assistance with a return, please contact our customer service team:

This Refund and Returns Policy is effective as of January 7, 2025. We reserve the right to update or modify this policy at any time. Please review it periodically to stay informed about any changes. Thank you for choosing SnugCiteino for your musical instrument needs!