EXCHANGE POLICY

EXCHANGE POLICY

WE ALLOW EXCHANGES — BUT ONLY IN SPECIFIC CASES.

At SNIiFF, we strive to ensure that every order reaches you in perfect condition. Exchanges are available only under specific circumstances outlined below.

Please review this policy carefully before submitting an exchange request.

WHEN EXCHANGE IS ALLOWED

Exchange requests may be considered only if:

• You received a damaged product

• You received a defective product

• You received a leaking product

• You received an incorrect item

• Item(s) are missing from your order

All requests remain subject to verification and approval.

WHEN EXCHANGE IS NOT ALLOWED

Exchanges are not available for:

• Change of mind

• Personal preference, including fragrance preferences

• Opened or used products

Fragrance is subjective, and exchanges cannot be requested based on whether a scent is liked or disliked.

MANDATORY PROOF REQUIREMENT

All exchange requests must include:

• A clear and uninterrupted unboxing video

• Clear photographs of the product and packaging

The unboxing video must:

• Begin with the sealed package

• Clearly show the opening process

• Clearly capture the issue being reported

Requests submitted without valid proof will not be eligible for review.

REPORTING TIMELINE

Exchange requests must be submitted within 24–48 hours of delivery.

Customers must provide all required information and supporting evidence at the time of reporting.

Requests submitted beyond this period may not be accepted.

HOW TO REQUEST AN EXCHANGE

To request an exchange, please contact us at:

[YOUR EMAIL ADDRESS]

Please include:

• Order number and purchase details

• Description of the issue

• Required photographs

• Complete unboxing video

Incomplete requests may result in delays or rejection.

VERIFICATION PROCESS

All exchange requests are reviewed by our support team.

Verification may take approximately 1–2 working days.

SNIiFF reserves the right to:

• Request additional proof or clarification

• Conduct further investigation where necessary

• Approve or reject any exchange request

Approval is not automatic and depends on successful verification.

EXCHANGE PROCESS & TIMELINE

If an exchange request is approved:

• A replacement product will be dispatched

• Estimated dispatch and delivery timeline is 5–7 working days after verification

If the requested replacement product is unavailable:

• A suitable alternative product may be offered, or

• Store credits may be issued to your SNIiFF account at our discretion

REVERSE PICKUP & CONDITIONS

Where a reverse pickup is required:

• The product must remain unused

• The product must be returned in its original packaging

• Pickup must be completed successfully by the courier partner

Exchange requests may be cancelled if:

• The returned product is used, damaged, or incomplete

• Reverse pickup fails due to customer unavailability

• The returned item does not match the reported issue

DELIVERY ISSUES

If an order is marked as delivered but was not received:

• The issue must be reported within 3 days of the delivery status update

• Additional information may be requested for investigation

Such cases will be reviewed before any exchange request is approved.

SHIPPING CHARGES

For approved exchanges resulting from an error on the part of SNIiFF:

• No additional shipping charges will apply

For other approved exchange scenarios, if applicable:

• Additional shipping charges may be payable by the customer

NON-ELIGIBLE CASES

Exchange requests will not be accepted for:

• Damage occurring after delivery

• Improper use, storage, or handling of products

• Requests submitted beyond permitted timelines

• Requests submitted without required proof

• Customer-caused damage or alterations

FRAUD & MISUSE

To protect the integrity of our platform, SNIiFF reserves the right to:

• Reject exchange requests

• Suspend or terminate customer accounts

• Restrict future purchases or services

where fraudulent, abusive, misleading, or suspicious activity is identified.

FINAL DECISION

All decisions made by SNIiFF regarding:

• Exchange eligibility

• Verification outcomes

• Replacement approvals

• Store credit issuance

shall be final and binding.

CUSTOMER COMMITMENT

If an issue is determined to be the result of an error on our part, we will make every reasonable effort to resolve it promptly.

If an exchange request does not meet the requirements outlined in this policy, SNIiFF reserves the right to decline the request.

If it's our mistake, we'll fix it.

If not, the policy stands.