Return & Refund Policy

RETURN & REFUND POLICY

WE KEEP THIS STRICT — FOR A REASON.

At Sniiff, we are committed to product quality and customer satisfaction. Due to the nature of our products, certain conditions apply to returns, refunds, replacements, and cancellations.

Please read this policy carefully before placing an order.

NO RETURNS OR REFUNDS (GENERAL RULE)

All purchases made through Sniiff are considered final.

Returns or refunds will not be accepted for:

• Change of mind

• Personal preference, including fragrance preferences

• Opened, used, or partially consumed products

For hygiene, safety, and product integrity reasons, opened products cannot be reused or resold.

We want you to experience Sniiff with confidence. That's why selected Sniiff products come with our Vibe Guarantee.

If you genuinely feel that the product isn't the right fit for you, you can request a refund, subject to the conditions below.

What qualifies as a Vibe Guarantee claim?

The Vibe Guarantee applies when the product does not deliver the intended fragrance experience described for the product and the claim meets the eligibility requirements of this policy.

To help us understand your experience, you may be asked to provide specific feedback regarding the fragrance, including how it performed, how it developed after application and what aspect of the fragrance experience did not work for you.

What does NOT qualify?

The Vibe Guarantee is not intended to cover general dissatisfaction, change of mind or subjective expectations about a fragrance.

The following are therefore not, by themselves, grounds for a refund:

  • You expected the fragrance to smell different.

  • You simply did not like the fragrance.

  • You prefer another fragrance profile.

  • You found the fragrance too strong, too mild, too sweet, too fresh, too woody, etc.

  • You feel the fragrance is common, familiar or similar to another fragrance.

  • You expected the fragrance to feel more unique or distinctive.

  • The fragrance did not match your personal taste.

  • The fragrance did not suit your personal style or personality.

  • You purchased the product based on a fragrance comparison, note, description or persona and your personal experience was different.

  • You changed your mind after purchase.

  • You no longer want the product.

Product Issues

Issues relating to the physical product are handled separately under our standard return/refund process.

This includes verified cases such as:

  • Damaged product received

  • Leakage

  • Incorrect product received

  • Missing product

  • Manufacturing or packaging defect

Vibe Guarantee Eligibility

For a Vibe Guarantee claim to be considered:

  • The order must have been purchased through an authorised Sniiff sales channel.

  • The claim must be raised within the applicable claim period stated on this page.

  • The customer must provide the relevant order details.

  • Sniiff may request reasonable information or evidence required to assess the claim.

  • The product must not have been intentionally damaged, tampered with or misused.

  • The guarantee cannot be used repeatedly or abusively across multiple orders.

  • Each claim is subject to verification against these terms.

Our 100% Refund Promise

Where a claim is determined to qualify under the Sniiff Vibe Guarantee, Sniiff will provide a 100% refund of the eligible product amount, subject to the terms of this policy.

The Vibe Guarantee does not mean that every customer who dislikes a fragrance is automatically entitled to a refund. It is a defined customer assurance programme with specific eligibility requirements.

By purchasing a product covered by the Vibe Guarantee, customers agree to these terms.

*100% refund is applicable only to eligible Vibe Guarantee claims that satisfy the conditions stated above.

PRODUCT USE DISCLAIMER

Our products contain active ingredients and fragrance compounds.

Sniiff shall not be responsible for:

• Allergic reactions or personal sensitivities

• Improper use, storage, handling, or misuse of products

Customers are strongly advised to review ingredients and perform a patch test before use.

ELIGIBLE CASES (WHEN WE STEP IN)

Refunds, replacements, or credits may only be considered in the following circumstances:

• Damaged products received

• Leaking products received

• Incorrect item received

• Missing item(s) from an order

All requests remain subject to verification and approval.

MANDATORY PROOF REQUIREMENT

All claims, without exception, 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

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

REPORTING AN ISSUE

Issues must be reported within 24–48 hours of delivery.

When submitting a claim, customers must provide:

• Complete details of the issue

• Required photos and videos

• Order information

Delayed or incomplete submissions may result in rejection of the claim.

DAMAGED OR TAMPERED DELIVERY

If a shipment appears damaged, opened, or tampered with at the time of delivery:

• Refuse delivery where possible, or

• Record complete evidence during the opening process

Failure to provide adequate proof may affect claim eligibility.

ORDER MARKED DELIVERED BUT NOT RECEIVED

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 or verification may be requested

Claims reported after this period may not be accepted.

VERIFICATION & APPROVAL

All claims are reviewed internally by our support team.

Sniiff reserves the right to:

• Approve or reject any request

• Request additional information or proof

• Investigate suspicious or inconsistent claims

Approval is not automatic and is subject to verification.

RESOLUTION (REFUND / REPLACEMENT)

If a claim is approved, Sniiff may, at its sole discretion:

• Issue a replacement product

• Process a refund to the original payment method

• Issue store credits to the customer's Sniiff account

Processing Timelines

• Claim review and processing: 5–7 working days

• Refund reflection: 7–10 working days depending on the bank or payment provider

For Cash on Delivery (COD) orders, approved refunds will be transferred to a bank account provided by the customer.

CANCELLATION POLICY

Orders may only be cancelled before dispatch.

Once an order has been shipped, cancellation requests cannot be accepted.

Approved cancellations will be refunded within 7–10 working days through the original payment method.

SHIPPING CHARGES

Shipping fees are non-refundable.

Exceptions may be made only where the issue resulted directly from an error on the part of Sniiff.

REFUSAL OF DELIVERY / RETURN TO ORIGIN (RTO)

If a prepaid order is refused after shipment:

• The order will be treated as a customer-initiated cancellation after dispatch

• Shipping, return (RTO), and handling charges may be deducted

• Any applicable refund will be processed after deductions

Refunds may be issued to the original payment method or as store credits, at our discretion.

For Cash on Delivery (COD) orders:

• Future COD access may be restricted

• Future purchases may require prepaid payment

Once an order is processed and shipped, logistics, tax, and operational costs are incurred and cannot be reversed.

NON-ELIGIBLE CASES

Claims will not be accepted for:

• Opened or used products

• Damage occurring after delivery

• Claims submitted outside permitted timelines

• Claims submitted without required proof

• Incorrect address information provided by the customer

• Delivery failures caused by customer unavailability

FRAUD & MISUSE

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

• Reject claims

• Suspend or terminate accounts

• Refuse future orders or services

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

FINAL DECISION

All decisions made by Sniiff regarding:

• Refunds

• Replacements

• Store credits

• Cancellations

• Claim approvals or rejections

shall be final and binding.

CUSTOMER COMMITMENT

If there is a genuine issue, we will make every reasonable effort to resolve it fairly.

If a claim does not meet the requirements of this policy, Sniiff reserves the right to decline the request in accordance with the terms outlined above.