Refund policy

I. 30-DAY HASSLE-FREE RETURN GUARANTEE

Snailax provides a thirty (30) day money-back guarantee for most products purchased directly through the Site.

• Return Period: Eligibility expires thirty (30) calendar days from the date of purchase.

• Product Condition: To qualify for a full refund, items must be returned in original, unused condition and must include all original packaging, manuals, and accessories.

• Geographic Restrictions: The 30-day "no-reason" return policy is applicable only to the contiguous United States and specifically excludes Alaska, Hawaii, Puerto Rico, and U.S. Minor Outlying Islands (UM).

II. 31–90 DAY LIMITED REFUND ELIGIBILITY

For requests initiated between thirty-one (31) and ninety (90) days post-purchase, refund eligibility is restricted as follows:

• Justified Defects Only: Refunds are issued only if the product exhibits a manufacturing defect that Snailax, in its sole discretion, deems irreparable or impossible to replace.

• Remedy Hierarchy: Snailax reserves the right to prioritize repair or replacement over a refund during this period.

• Buyer’s Remorse: Returns for personal reasons (e.g., "changed mind," "dissatisfaction") are strictly prohibited after the initial 30-day window.

III. RETURN SHIPPING RESPONSIBILITIES

Responsibility for shipping costs is determined by the nature of the return:

• Snailax-Paid Returns: Snailax will provide a prepaid shipping label for returns resulting from verified manufacturer defects or shipping errors (incorrect item sent) occurring within ninety (90) days.

• Customer-Paid Returns: The Customer is responsible for all return shipping costs for:

  1. Returns initiated for personal reasons or "Buyer’s Remorse."

  2. Undeliverable or refused shipments due to incorrect address input by the Customer.

  3. Accidental orders or "accidental returns" (e.g., failure to collect a held package).

• Restocking Fees: A 15% restocking fee may be deducted from the refund if the item is returned in non-resellable condition or if the shipment was refused without valid cause.

IV. SPECIAL PROVISIONS FOR HEAVY & OVERSIZED ITEMS

Due to high logistical costs, designated heavy-weight or oversized products (including but not limited to full-body massage chairs and heavy-duty foot massagers) are subject to the following:

• Freight Liability: For non-quality-related returns, the Customer must prepay all return freight costs. Snailax will not provide prepaid labels for these items unless a manufacturing defect is proven.

• Notification: Subject items are explicitly identified on their respective Product Description Pages (PDP). Customers are advised to review these details before purchase.

V. WARRANTY INTEGRATION & REGISTRATION

• Standard Warranty: Products and accessories (e.g., adapters) are covered by a 1-year limited warranty.

• Extended Protection: Customers may extend the warranty for Main Units to a total of two (2) years by registering at the Snailax Online Service Center within thirty (30) days of purchase.

• Accessory Exclusion: Accessories are eligible for the standard 1-year warranty only and are excluded from the 2-year extension.

• Replacement Policy: Any replacement unit issued inherits the remaining warranty period of the original purchase and does not initiate a new warranty cycle.

VI. RETURN MERCHANDISE AUTHORIZATION (RMA) PROCEDURE

No returns will be accepted without prior written authorization from Snailax.

1. Submission: Contact support@snailax.com with valid proof of purchase and photo/video evidence of any claimed defect.

2. RMA Issuance: Upon approval, Snailax will issue an RMA Number and a return address.

3. Packaging: Returns within 30 days must use the original packaging. Returns after 30 days for warranty repair must use alternative packaging of suitable strength to prevent transit damage.

4. Unauthorized Returns: Items returned without an RMA number will be rejected, and Snailax shall not be liable for the loss of such goods.

VII. REFUND PROCESSING AND TIMELINES

• Inspection: Upon receipt at our designated warehouse, items undergo inspection within 3–7 business days.

• Disbursement: Approved refunds are credited to the original payment method.

• Banking Delays: While Snailax processes refunds promptly, most financial institutions require 5–10 business days to post the credit to your account.

• Late Refunds: If a refund has not appeared after 15 business days, Customers are advised to contact their bank or credit card issuer before contacting Snailax support.

VIII. EXCLUSIONS AND LIMITATIONS

This policy does not apply to:

• Products purchased from unauthorized third-party resellers.

• Items damaged via misuse, unauthorized repair, or accidental damage.

• Gifts, promotional items, or "certified refurbished" units (unless stated otherwise).

• Normal wear and tear or commercial/rental use.

IX. LEGAL DISCLAIMER AND RESERVED RIGHTS

SNAILAX SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF ITS PRODUCTS. SNAILAX RESERVES THE RIGHT, AT ITS SOLE DISCRETION, TO DENY ANY RETURN OR REFUND REQUEST THAT DOES NOT COMPLY WITH THE CRITERIA OUTLINED IN THIS POLICY. THIS POLICY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE.

---

For further assistance, please contact our support team at support@snailax.com.