Returns Information
We want you to have a stress free festive season this year; to make this happen we have extended our returns policy until the 31st January 2025 for any orders placed between the 19th November - 24th December 2024. For any purchases made after the 24th December, our standard 30 day returns window applies.
We hope you love your Snakehive products, but if, in the odd event you don't, we have a no-quibble money-back guarantee on items returned to us within 30 days of purchase in an unused and resalable condition.
Please contact our Customer Care team at sales@snakehive.co.uk so that we can provide you with the correct returns address and instructions.
You will need to send your item(s) to one of our returns centres in the EU, and email us proof of paid return postage so that we can process your refund/exchange.
We are unable to refund any extra postage costs paid at the time of placing your order, for any unwanted/incorrectly ordered items.
If your item is defective, please contact us at sales@snakehive.co.uk with photographs of the defect and your order number, and our friendly customer service team will be able to help.
If you still want to chat about returns, please contact us at sales@snakehive.co.uk and we’ll endeavour to be our smiley selves and help!
FREE GIFTS
If you qualify for a free gift by meeting a minimum purchase threshold, please note the following regarding our returns policy:
If you decide to return one or more items from your order, which then results in your order no longer meeting the threshold for the free gift, the value of the free gift will be deducted from your refund. Alternatively, you may choose to return the free gift along with your item(s) to avoid any deductions from your refund.
All returned item(s) and free gifts must be in their original, unused condition with all tags, packaging, and documentation intact. Upon receiving your return and inspecting the item(s), we will process your refund, minus any applicable deductions for the free gift if it is not returned. Once we receive your unused returned item(s), expect a refund or replacement to be processed within 3 - 5 working days.
Tempered glass returns policy
On first inspection, please check tempered glass product for any manufacturing defects. In the unlikely event that the tempered glass product has been dispatched with manufacturing defects please provide Snakehive customer service with photo evidence to help us determine if refund is possible. This will help speed up the claim’s status.
A refund/ exchange may be provided if the following are true; you have provided info/pictures of the product in question, you made claim immediately or within 3 days of products arrival, user error was not at fault. Such defects are defined as any; imperfections or flaws that are produced by a manufacturing error, items that peel off, come off, do not stick, break without reason or any impact.
INSTALLATION GUARANTEE
We are happy to offer one replacement for tempered glass that becomes damaged during the installation process, provided it is within 30 days of purchase. Please note that only one replacement will be sent per order. This policy does not cover damage that occurs after the glass has been adhered to your device, nor does it cover damage caused by normal wear and tear. To request a replacement, please contact us directly within the eligible timeframe.