Return policy

RETURNS

We hope you find the process of purchasing from SnackTraders as enjoyable as thousands of other SME businesses do. Keeping that in mind, we have a Returns Policy in place if you are not 100% satisfied with your purchase.

HOW TO RETURN AN ITEM

If you have received your order and something is damaged, faulty, or incorrect, please contact us to submit a returns application for a replacement, credit, or refund.

Please provide us with:

  • 1. A clear image of the issue
  • 2. The expiry and batch number of the product
    3. Your order number
    4. The item affected


This must be submitted within 7 working days of receiving your order.
Our Customer Service Team will review your return application and respond within 2–3 working days.


Please do not throw away any items or packaging until the matter is resolved.Our return policy covers a 7-day period starting from the date your order was delivered.
If more than 7 days have passed since delivery, unfortunately, we won’t be able to provide store credit for your items.

DAMAGED ITEMS

We offer full and free replacement of damaged items.
If you receive damaged goods, please contact us within 7 days of delivery. We will open an investigation with the courier company.

After the investigation, if the items are confirmed as damaged before or during transit, we’ll initiate the replacement process.

To return damaged items, please retain all original packaging when we collect them for assessment.

Please note that items damaged due to negligent use or inappropriate handling after dispatch will not be covered under this policy.

FAULTY ITEMS

Faulty items include products that have quality or integrity issues, such as hardening, crumbling, faulty seals, expired stock (not disclosed at purchase), or items not performing as described.

If an item is faulty and this was not disclosed at the time of purchase, we will:
1. Arrange an exchange, or
2. Offer a partial credit if the product is still saleable to your customers.

We do not offer full refunds or exchanges unless the product is deemed faulty upon inspection.
In some cases, the item may need to be returned to SnackTraders for further inspection.

SnackTraders reserves the right to decline an exchange, refund, or replacement where the fault is due to misuse or neglect.

INCORRECT ITEMS

If you have received an incorrect item, we’ll arrange for it to be returned and replaced free of charge.

Please ensure that incorrect items are unopened and in original sellable condition; otherwise, we may not be able to accept the return.

The window for returning incorrect items is 21 days from the delivery date.

Items returned after 21 days cannot be accepted due to health and safety reasons.

We will email you a prepaid return label through our courier partner.

CHANGE OF MIND RETURNS

“Change of mind” returns refer to items a customer wishes to return for a refund or store credit.

At SnackTraders, we value business integrity and accept change-of-mind returns under these two conditions:

  • 1 .The items must be returned within 7 days of delivery.
  • 2. The items must not be expired or damaged after delivery.

    Products that expire after being received will not be eligible for return.

ITEMS MARKED FINAL SALE / SHORT DATED

Items marked as Final Sale or Short Dated may not be in perfect condition (short-dated or with disclosed faults).
By purchasing these items, you accept them with all disclosed conditions.

Therefore, no returns or refunds will be accepted for Final Sale items.

However, if a fault exists beyond what was stated online, please contact us with a photo and description for review.

PROCESSING CREDITS AND REFUNDS

Once your returned parcel is received at our warehouse, please allow up to 5 working days for processing.

Please note:
1. Refunds are only issued for faulty items.
2. Non-faulty returns will be issued store credit only.

CONSUMER GUARANTEES ACT (CGA)

As SnackTraders operates as a Business-to-Business wholesaler and distributor, the Consumer Guarantees Act does not apply to transactions on our website, unless explicitly stated otherwise.

PROOF OF PURCHASE

All return, refund, or replacement requests must be accompanied by proof of purchase, such as:

1. Online order confirmation or invoice number, or
2. Financial statement (e.g., credit card or bank statement) clearly showing the transaction.

Please note:

1. Refunds will only be issued via the original payment method.
2. Gift cards are not redeemable for cash.