Returns & Complaints

Returns and Complaints

Here you can find all the information about returns and complaints. If you are not satisfied with your purchase or if the product is damaged upon delivery, you can easily initiate a return or complaint.

How do I make a return?

  • You have 14 days from delivery to return a product under the right of withdrawal.

  • Returns are only accepted if the product is unopened, unused, and in its original packaging.

  • The customer is responsible for the return shipping costs as well as a handling fee of 10 EUR / 12 USD (deducted from the refund).

  • Any customs duties, tariffs, FDA clearance costs, or other import-related taxes and fees connected to returns must also be borne by the customer.

To start a return, please contact our customer service at hello(at)snusio.com to receive a return shipping label. Once received, attach the label and drop off the package with the agreed shipping carrier.

Refunds

  • Refunds are issued once the items are received back at our warehouse in their original condition.

  • Please allow up to 14 days from when the return arrives at our warehouse.

  • If your return is subject to additional costs (shipping, handling, duties, tariffs, FDA-related fees), these will be deducted from the refund.

Can I cancel my purchase?

  • Orders cannot be canceled once placed and confirmed.

  • If you no longer want the product, you must return it within 14 days under our return policy.

Can I return discounted items?

  • No. Discounted and promotional items are non-returnable and cannot be refunded.

  • Please carefully review your order before completing the purchase.

Product Complaints

  • Complaints only cover defects considered original.

  • Normal wear and tear, or issues caused by improper use, are not covered.

Important Information for US Customers

Orders shipped to the United States are subject to FDA regulations, customs inspections, duties, and tariffs. Please note:

  • Additional import duties, tariffs, and taxes may apply upon arrival in the US. These costs are not included in the purchase price or shipping fees and must be paid by the customer.

  • Shipments may be held by US Customs or the FDA for inspection, which can cause delivery times to be longer than estimated.

  • The customer is responsible for any fees, delays, or clearance costs imposed by US authorities.

  • By placing an order, you acknowledge that Snusio cannot influence or accelerate FDA/customs processes, and that delivery times are subject to these external factors.