Returns & Complaints

If you’re not satisfied with your purchase or if your product arrived damaged, this page outlines how to return items and file complaints.

🔁 How to Make a Return

You have 14 days from delivery to return a product under your right of withdrawal.
Returned items must be unopened, unused, and in original packaging.
To start a return, email us at hello@snusio.com. We will provide a return label and instructions.

💸 Return Costs

The customer is responsible for:
- Return shipping
- A handling fee of 10 EUR / 12 USD (deducted from the refund)
- Any customs duties, tariffs, FDA fees, or related costs incurred during the return process

💰 Refunds

Refunds are issued only after returned items are received back at our warehouse in original condition.
Please allow up to 14 business days after arrival at our warehouse for processing.
If the return involved additional costs (e.g., duties, FDA fees), these will be deducted from the total refund.

❌ Order Cancellations

Orders cannot be canceled once confirmed.
If you no longer want the product, you may return it under our return policy after delivery.

🏷️ Can I Return Discounted Items?

No. Promotional and discounted products are non-refundable.
Please review your order carefully before completing your purchase.

🛠️ Product Complaints

We only accept complaints for original defects in manufacturing or packaging.
Complaints do not cover:
- Normal wear and tear
- Damage caused by incorrect storage or handling

🇺🇸 Important Information for U.S. Customers

We currently ship using DDP (Delivered Duty Paid), meaning all import duties, tariffs, and clearance costs are covered by Snusio and included in the shipping fee.

However, U.S. customs and the FDA maintain full authority over what may or may not enter the country.

⚠️ FDA Holds, Seizures, and Destruction

Certain nicotine and snus products are on the FDA Red List and may be detained, rejected, or destroyed during import.
If your shipment is destroyed or confiscated and not returned to us, we are unable to process a refund.
Refunds can only be issued if the shipment is returned in full to our warehouse.

By placing an order, you agree that Snusio cannot influence the outcome of customs or FDA inspections, and that refunds are conditional on receiving the product back.