Last updated: 13 November 2026
At Snapi, we want customers to shop with confidence. This policy explains when orders may be cancelled, which goods may be returned or replaced, how to request help, and how refunds are issued. Nothing in this policy takes away rights available under applicable Indian consumer-protection laws.
1. Order cancellation
You may request to cancel an order before it has been dispatched by contacting customer care and quoting your order number. We will confirm whether cancellation is possible based on the fulfilment stage. If the order has already been handed to a courier, please use the returns process after delivery, where eligible.
Approved pre-dispatch cancellations of prepaid orders will be refunded to the original payment source. We do not charge a cancellation fee simply because a customer cancels an eligible order. If Snapi cancels an order due to stock unavailability, inability to deliver, suspected payment failure or another legitimate fulfilment issue, the customer will receive a full refund of any amount collected for that order. No unilateral seller cancellation fee will be passed to the customer.
2. Standard return window
Standard return window: you may request a return for an eligible product within 7 calendar days of delivery. The product must generally be unused, unwashed, undamaged by the customer and returned with included accessories, tags, manuals, seals (where relevant), and original packaging where reasonably possible.
A return is not automatically approved because a request is submitted within seven days. We assess the item category, stated product conditions, reason for return and supporting information. Where a product is defective, not as described, damaged in transit or incorrect, we will provide remedies in accordance with applicable law, even if ordinary resale-condition requirements would not make sense for the issue reported.
3. Items that may not qualify for change-of-mind returns
For hygiene, safety, personalisation or practical reasons, the following categories may be excluded from voluntary change-of-mind returns when clearly identified on the product page or at checkout:
- Personal-care, intimate-use or hygiene-sensitive goods after opening or use.
- Perishable or consumable goods where return is unsuitable for health or safety reasons.
- Custom-made, personalised or made-to-order products.
- Digital products or electronically delivered items once access or delivery has taken place, where permitted by law.
- Gift cards and similar stored-value instruments, subject to applicable law.
- Products sold with a clearly disclosed and lawful category-specific return restriction.
Important: exclusions above do not prevent claims for defective, damaged, counterfeit, misdescribed or wrongly supplied products, or any remedy that cannot legally be excluded. Sale and promotional items are not automatically excluded from statutory remedies.
4. Wrong, defective, damaged or missing products
If you receive an incorrect, visibly damaged, non-functional or materially different product, or an item is missing from the order, please contact us promptly, preferably within 48 hours of delivery, and include your order number, description of the issue and photographs or a short video if available. This helps us investigate with the courier or supplier; it is not an absolute cut-off for legal rights.
After verification, we may arrange a replacement, repair (where suitable) or refund, in accordance with your statutory rights and the circumstances. Where the error or defect is attributable to Snapi or the supply chain, the customer will not be asked to bear reasonable return shipping charges.
5. How to request a return, exchange or refund
- Email admin@snapi.pro with your order number and the subject “Snapi Return Request”, or use the customer-care contact details below.
- Tell us which item is affected, the reason for the request and, where useful, attach photos of the item, packaging and shipping label.
- Our team will review the request, explain eligibility and share a return authorisation, pickup or shipping instructions where applicable.
- Keep the product and accessories safely packed. Do not send goods to our registered office unless we have expressly provided that address as the authorised return destination.
- Once a returned item is received and inspected, we will confirm whether the refund, exchange or replacement has been approved.
Where reverse pickup is not available for your pin code, we may provide an alternate authorised return address and practical shipping instructions. Any applicable self-shipping reimbursement or customer-paid return charge will be communicated before the return is sent and handled according to the return reason and law.
6. Exchanges and replacements
An exchange for a different size, colour or variant may be offered only if the item is eligible and the requested replacement is available. An exchange is not guaranteed merely because a variation exists online. Replacement for a defective, missing or wrongly supplied item will be handled in line with applicable consumer rights. We will tell you if a replacement is unavailable and offer the applicable refund or other remedy.
7. Refund eligibility and amount
Where a refund is approved, we refund the amount actually paid for the eligible returned or cancelled item, after applying any legitimate item-specific discount. For a wrong, defective or damaged product, applicable shipping or other charges collected for the affected item will also be refunded where appropriate. For voluntary change-of-mind returns, any non-refundable shipping or return handling charge must have been disclosed in advance and must be lawful; no unexpected deduction will be made.
Orders paid with coupons, cashback or promotional vouchers may involve re-calculation of the refund based on the actual monetary amount paid and the disclosed offer terms. We will explain any permitted adjustment.
8. Refund method and timelines
For approved refunds, Snapi aims to initiate the refund within 7 business days after the applicable cancellation is confirmed or the return is received and verified. Refunds for prepaid orders are ordinarily returned to the original payment source through the payment gateway, card network, bank or UPI channel. Actual crediting time depends on the payment provider or bank and may take a further 5–10 business days in some cases.
For cash-on-delivery orders, if offered, an approved refund may be made by bank transfer or UPI to verified details supplied securely by the customer. We will not require a card CVV, UPI PIN or OTP to issue a refund. If you have not received an expected refund, contact us with the order and refund reference so we can investigate the transaction.
9. Failed payments, duplicate charges and payment reversals
If money is debited but no order is confirmed, contact customer care with the transaction reference. We will reconcile the transaction with our payment-service provider. Any failed-payment reversal or duplicate-charge refund will be handled under applicable banking, card-network, UPI and payment-provider rules. Please do not attempt to provide secret payment credentials to support staff.
10. Refused deliveries and return to origin
If an order is refused or cannot be delivered, we will review whether it can be returned to origin, reshipped or refunded. Prepaid refunds, where due, will be processed after the return status is verified or the order is confirmed undeliverable. No undisclosed or unlawful deductions will be applied; additional customer-requested reshipping costs, if any, will be communicated for acceptance first.
11. Complaints and consumer rights
If you disagree with a return or refund decision, ask for an escalation through the Grievance Officer listed below. We will review the facts and applicable law. This policy does not restrict your entitlement to approach an appropriate consumer dispute-redressal forum or other lawful authority.
Contact and grievance redressal
For customer assistance, policy questions or complaints, please contact:
- Brand: Snapi
- Business operator: UC Brand Labs
- Registered address: 403, Friends Avenue, Siddhi Vinayak Nagar, Madhapur, Hyderabad – 500081, Telangana, India
- Website: https://snapi.pro/
- Customer care email: admin@snapi.pro
We aim to acknowledge consumer complaints within 48 hours and resolve them within one month of receipt, in accordance with applicable Indian e-commerce rules. We will provide a record or copy of the complaint as required by applicable law. If further investigation is needed, we will communicate the status and next steps.
Related policies: Shipping Policy · Privacy Policy · Terms of Service.