Refund and Returns Policy

We want you to love your SnacksHaul order. If something isn’t right, here’s how we handle it.

7-Day Returns

We offer a 7 day returns policy from the date of delivery. Items returned must be in their original packaging, unopened and unused. Mystery Box items must be returned as a complete set — individual items from a box cannot be returned separately, as the box is purchased as a single product.

What we cannot refund or replace

Due to the nature of imported snacks, the following are not eligible for returns, refunds, or replacements:

• Items marked as Best Before or sold as damaged — these are clearly marked at the time of sale
• Cereal boxes with small dents, tears or packaging damage — the box protects the contents and minor cosmetic damage does not affect the product inside
• Broken crisps or chips (Pringles, Stax, etc.) — crisps are fragile by nature and breakage during transit is expected
• Broken chocolate bars — e.g. KitKat fingers snapped in half, small segments detached inside packaging. This does not affect the quality or taste
• Melted chocolate or heat-affected items — we have no control over temperatures during transit. During very hot weather we may hold your order to ship when cooler, but this is not guaranteed. Regional temperature differences are beyond our control
• Small dents on cans — the can protects the contents. If the can is intact, the contents are perfectly safe to consume
• Gift cards — non-refundable. Gift cards have no expiry from the date of purchase. It can be used anytime.

Damaged or incorrect items

If your order arrives significantly damaged, with missing items, or with incorrect products, contact us within 7 days of delivery at hello@snackshaul.co.uk with:

• Your order number
• A photo of the damaged/incorrect item
• A brief description of the issue

If goods are being returned due to a fault with the product, please contact us first to confirm the appropriate returns process and shipping method before sending anything back.

Return conditions

• Products must be returned at the buyer’s expense.
• Original delivery charges will not be refunded.
• If you used free delivery but don’t return the entire order, we’ll deduct the standard delivery cost from your refund.
• If items are returned damaged or opened, we will be unable to refund them unless agreed in advance.

Lost parcels

We do not accept responsibility for lost parcels where the customer has requested the parcel be left in a safe place or diverted to another address. Once these requests are made, the customer accepts full responsibility for receipt of the parcel.

Refund processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.

Subscriptions

You can cancel your subscription anytime from your My Account page. Cancellations take effect from the next billing cycle — we cannot refund boxes that have already been dispatched.

How to return your order

If you wish to return your order, please pack it carefully and securely. Before sending, contact us to get the returns address and confirm your return: