Return & Refund Policy — SNOOVA

Effective Date: 10/25/2026 Last Updated: 10/25/2026

1. Our Commitment to You

At SNOOVA, we want every customer to be thrilled with their purchase, whether it's your first contour pillow or your fifth. We know that shopping online means you can't touch or test a product before it arrives, so we've designed this Return & Refund Policy to be as fair, clear, and broad as possible, while still protecting our ability to run a sustainable small business. Please read this policy carefully before requesting a return, exchange, or refund.

This policy applies to all purchases made through hauntmart.com. By placing an order with us, you agree to the terms outlined below.

2. Return Eligibility Window

You have 30 calendar days from the date your order is marked as delivered to initiate a return, exchange, or refund request. Requests submitted after this 30-day window will be evaluated on a case-by-case basis at our sole discretion, but we cannot guarantee approval for late requests.

We recommend inspecting your order as soon as it arrives so that any issues can be reported well within this window.

3. General Conditions for Returns

To be eligible for a return, in general, the following broad conditions must be met:

• The item must be in good condition and free of damage. You are welcome to try your pillow at home, and used pillows are accepted within the 30-day window.
• The item should be in its original packaging, including any inserts, tags, or accessories that came with it, wherever reasonably possible.
• You must provide proof of purchase, such as an order confirmation email, order number, or receipt.
• The item must not fall under our list of non-returnable categories (see Section 4).

We reserve the right to refuse a return that does not meet these conditions, or to offer a partial refund reflecting any diminished value of the returned item.

4. Non-Returnable and Special-Condition Items

Certain categories of items are subject to special conditions:

• Sale and Clearance Items: Items purchased on final sale or clearance may be marked as non-returnable at the time of purchase; such items will be clearly labeled as final sale on the product page. Bundle purchases, such as Buy 2, can be returned on the same terms as single items.
• Gift Cards: Gift cards, whether physical or digital, are non-refundable and non-returnable.

This list is broad and illustrative rather than exhaustive; specific product pages may include additional notes about return eligibility for that item.

5. How to Initiate a Return

To start a return, exchange, or refund request, please follow these general steps:

1. Contact Us First: Contact our support team through the Contact page on our website with your order number, the item(s) you'd like to return, and the reason for the return.
2. Await Instructions: Our team will review your request and respond within 1–2 business days with approval status and, if applicable, return shipping instructions or a return label.
3. Package the Item Securely: Once approved, pack the item securely in its original (or similar protective) packaging to prevent damage during transit.
4. Ship the Item Back: Send the item to the return address provided in our instructions. We recommend using a trackable shipping method, as SNOOVA is not responsible for items lost or damaged in transit back to us.
5. Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange.

Please do not send items back without first contacting us, as unsolicited returns may not be processed correctly or promptly.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, we want to make it right, broadly and generously:

• Contact us within 7 days of delivery.
• Please include your order number and clear photos or video of the damaged, defective, or incorrect item, as well as the packaging if it appears to have been damaged in shipping.
• Depending on the situation, we will offer one of the following resolutions at no additional cost to you: a full replacement, a full refund, or store credit, whichever you prefer where reasonably possible.
• We do not require you to return a damaged or defective item in most cases, though we may occasionally request photos or, rarely, the item itself for quality-control purposes.

7. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to inform you of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days, depending on your bank or card issuer's processing times.
• Partial Refunds: In some broad circumstances, only partial refunds may be granted, such as for items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Late or Missing Refunds: If you haven't received a refund within the expected timeframe, first check your bank account again, then contact your credit card company, as it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us through the Contact page on our website.

8. Exchanges

We are happy to offer exchanges broadly for sizing, color, or style issues where applicable to a given product, or if you'd simply prefer a different item of equal value. To request an exchange, follow the same process outlined in Section 5 and specify that you would like an exchange rather than a refund. If the new item is of greater value, we will send you a separate invoice for the difference; if of lesser value, we will refund the difference to your original payment method.

9. Return Shipping Costs

• If the return is due to our error (e.g., wrong item shipped, defective product, damaged in transit), we will cover the cost of return shipping.
• If the return is due to a change of mind, incorrect sizing selection, or other reasons not related to our error, the customer is generally responsible for return shipping costs.
• Original shipping charges (if any were paid at checkout) are generally non-refundable, except where required by law or where the return is due to our error.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible through the Contact page on our website. We will do our best to accommodate cancellation requests; however, once an order has been processed for shipment or has already shipped, we may not be able to cancel it, and you would need to follow the standard return process outlined above once the item arrives.

11. Lost or Stolen Packages

SNOOVA is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or misplaced after delivery. If tracking shows delivery but you have not received your package, we recommend:

• Checking around your delivery location, including with neighbors or building management.
• Contacting the shipping carrier directly with your tracking number.
• Contacting us through the Contact page on our website so we can assist and, where appropriate, work with the carrier on your behalf.

12. Chargebacks and Disputes

We ask that customers contact us directly to resolve any issues with an order before initiating a chargeback or payment dispute with their bank or card issuer, as this allows us to address concerns quickly and broadly in your favor wherever reasonable.

13. Changes to This Policy

We reserve the right to modify or update this Return & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Any changes will apply to orders placed after the update; orders placed prior to a policy change will be handled under the policy in effect at the time of purchase, unless otherwise required by law.

14. Contact Us

If you have any questions about our Return & Refund Policy, please reach out: