Refund policy

Return & Refund Policy

Return period & conditions

We accept returns within 30 days of receipt, for both defective and non-defective products, provided they are unused and in their original packaging.

Please note these are two separate timeframes: you have 30 days to return an unwanted item, and 7 days to report an item that arrived damaged, defective or incorrect.

If your order has not yet been shipped, you can cancel it free of charge by contacting us.

To be eligible for a return, the product must:

Be unused and in the same condition as when received
Be complete, including all original packaging, tags, and accessories
Be hygienically acceptable (no stains, odours, or signs of wear)
Be accompanied by proof of purchase (order number or confirmation)

How to start a return

To register a return, contact our customer service by email at support@snsvillage.com. Please include:

Order number
Name of the recipient
Delivery address
Reason for return

We respond within 24 to 48 hours (on business days) and will send you clear return instructions. Once approved, please return the product by post within 14 days, according to the instructions provided.

Important: we strongly advise using a shipping method with track & trace. S&S Village is not responsible for return shipments that are lost in transit without tracking.

Return costs & shipping method

Returns are processed by post
Return costs are at the customer's expense
No restocking fees are charged

Exception: in the case of a defective, damaged, or incorrectly delivered product, we will fully reimburse all return costs.

Damaged, defective, or incorrect products

Please inspect your order immediately upon receipt. If you receive a product that is defective, damaged, or incorrectly delivered, please report it to us as soon as possible, and within 7 days of receipt at the latest, via support@snsvillage.com, including:

Photos of the issue
Your order number

We will assess your report and arrange a free return, followed by a full refund or replacement. Return costs are always free in these cases.

Non-returnable items

The following items cannot be returned:

Personalised or custom-made products
Gift cards

Exchanging products

We offer exchanges for a different size or colour. For the fastest processing:

Return the original product via the standard return process
Place a new order directly for the size or colour you want

This way you do not have to wait until the return has been fully processed.

Refunds

Once we have received your return:

Inspection: within 3 business days
Confirmation: by email (approved or rejected)

After approval, your refund is processed within 7 days, using the same payment method as your original purchase.

Legal rights

This return policy does not affect your statutory consumer rights under the laws of your country (for example, Singapore's Consumer Protection (Fair Trading) Act, the United Kingdom's Consumer Rights Act 2015, the Australian Consumer Law, the EU Consumer Rights Directive, or the United Arab Emirates Consumer Protection Law). You have the right to a repair, replacement, or refund for goods that do not conform to the agreement.