Refund policy
Last Updated: June 22, 2026
IMPORTANT INFORMATION
This Refund Policy describes how ROLKA Marketing Ltd., a private limited company registered in England and Wales with company registration number 15453602, operating the SNAPTOONIFY online store through https://snaptoonify.com (“SNAPTOONIFY”, “Snaptoonify”, “Company”, “we”, “us” or “our”), handles cancellations, order issues, reprints, replacements, refunds, store credit and approved physical returns for products purchased through the Services.
Snaptoonify sells made-to-order wall art products, including personalised canvas prints, framed fine art prints and related custom printed physical products. Each product is produced for a specific order based on the product type, size, format, frame option, edge style, customisation choices, uploaded photos, images, artwork, prompts, design instructions, personalisation details, previews, approvals and order details provided before or during checkout.
Because each product is custom-made for a specific customer, it usually cannot be returned, restocked or resold. Change-of-mind requests, incorrect selections, unsuitable image quality, customer-approved design choices and dissatisfaction with an approved design are handled differently from genuine product issues. Damaged, defective, incorrect, misprinted, wrongly supplied or materially different items are reviewed separately.
If an item arrives damaged, defective, incorrect or materially different from the approved order, we will review the issue. Depending on the circumstances, the available remedy may include a reprint, replacement, refund, partial refund, store credit or another appropriate resolution. The outcome will depend on the evidence provided, order details, customer approval, production records, fulfilment records, carrier information and applicable legal requirements.
Production, post-production, quality checks, packaging, fulfilment and shipping may be carried out by third-party print providers, fulfilment partners, packaging providers and shipping carriers. Return, reprint, replacement and refund assessments may require information from those providers.
The Services are operated from the United Kingdom by a company registered in England and Wales and are made available to customers in Canada, including Ontario, subject to availability, shipping restrictions, payment restrictions, legal requirements and operational limitations. We do not currently operate through a local Canadian entity, branch or subsidiary.
This Refund Policy should be read together with our Terms of Service at https://snaptoonify.com/policies/terms-of-service, our Shipping Policy at https://snaptoonify.com/policies/shipping-policy, our Privacy Policy at https://snaptoonify.com/policies/privacy-policy and any order, product, preview or checkout information shown before purchase.
Nothing in this Policy excludes, restricts or modifies any mandatory consumer protection rights, remedies or procedural protections that may apply to you under the laws of your province or territory of residence and the federal laws of Canada applicable therein.
TABLE OF CONTENTS
1. CUSTOM AND MADE-TO-ORDER PRODUCTS
2. ORDER DETAILS AND APPROVAL
3. IMAGE QUALITY AND FILE REQUIREMENTS
4. CANCELLATIONS
5. COLOUR, SIZE AND PRODUCTION VARIATION
6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
7. TRANSIT DAMAGE AND LOST ORDERS
8. APPROVAL, EVIDENCE AND INSPECTION
9. REPRINTS AND REPLACEMENTS
10. REFUNDS AND STORE CREDIT
11. SHIPPING COSTS AND NON-REFUNDABLE CHARGES
12. CONTACT DETAILS
1. CUSTOM AND MADE-TO-ORDER PRODUCTS
Products sold through the Services are personalised, customised, printed to order, made to order or specially produced for a specific customer. This may include custom canvas prints, framed fine art prints, personalised wall art, customer-approved designs and products prepared through an online editor, digital preview, proof or AI-assisted image tool.
1.1 Custom product limitations
Custom and made-to-order products are created for a specific order and are not usually suitable for resale. Once production begins, materials, labour, production capacity, printing, framing, finishing, packaging, fulfilment preparation and related resources may already have been committed to the order.
For that reason, custom and made-to-order products are not generally eligible for ordinary change-of-mind returns, refunds, exchanges or cancellations after production has started. This does not affect any remedy available under this Policy, our Terms of Service, our Shipping Policy or applicable law for damaged, defective, incorrect, misprinted, wrongly supplied or materially non-conforming products.
1.2 Review of genuine product issues
A genuine product issue will be reviewed separately from ordinary change-of-mind requests or customer preference concerns. Genuine issues may include physical damage, a clear production defect, an incorrect item, a wrong size supplied by us, a material misprint, a missing item, or a product that is materially different from the approved order.
If you believe a genuine product issue applies, you must follow the reporting and evidence steps in this Policy before sending anything back. Do not send a product to any address unless we have reviewed the matter and provided return instructions in writing.
1.3 No waiver of non-excludable rights
Nothing in this Policy is intended to deny a remedy where a remedy is required by applicable law. Where you have a mandatory right to a cancellation, refund, replacement, repair, reprint, price reduction or other remedy under applicable consumer protection law, that right will apply to the extent required by law.
2. ORDER DETAILS AND APPROVAL
Custom products are produced based on the order details, customer approvals and content submitted before or during checkout. You are responsible for reviewing all order information carefully before submitting an order or approving a design.
Order details may include product type, size, format, material, frame option, edge style, orientation, layout, cropping, image placement, spelling, grammar, names, messages, personalisation details, uploaded content, quantity, shipping method, delivery information and any preview, proof, mockup, editor output or AI-assisted output shown during the order process.
2.1 Customer responsibility for order details
You are responsible for checking product type, size, format, material, frame option, edge style, orientation, layout, cropping, image placement, spelling, grammar, names, messages, personalisation details, quantity, shipping method, delivery information and any preview, proof, mockup or editor output shown before checkout.
Customer error is not usually a valid reason for returning a custom product. This may include selecting the wrong size, format, frame, orientation, layout, colour option, image, prompt, text, quantity, delivery address or other order detail.
If you notice an error after placing an order, you should contact us as soon as possible. We may attempt to assist where reasonably practicable, but we do not guarantee that an order can be changed, corrected or cancelled after submission, especially once production has started.
2.2 Approval of previews, proofs and designs
If a design preview, proof, editor output, AI-assisted output or similar approval step is provided, your approval may be treated as confirmation that you want the product made in that form. Approval confirms that you have reviewed the design, content, layout, cropping, spelling, orientation, product options and order specifications shown or described in that process.
We do not generally accept returns, refunds, exchanges or cancellations because you change your mind after approving a design, or because you later decide that you would have preferred a different crop, layout, size, frame, colour option, image, prompt, text or personalisation detail.
Once an order is approved or production begins, changes may not be possible.
2.3 Uploaded content and rights
You are responsible for all photos, images, artwork, graphics, prompts, text, names, likenesses, personalisation details and other content you upload, submit, generate, edit, select or approve through the Services. You must have all rights, licences, permissions and consents required for us and our service providers to process, reproduce, modify, print, package, ship and otherwise use that content for the purposes of fulfilling the order.
We may refuse, suspend, cancel or restrict an order where we reasonably believe that content is unlawful, infringing, harmful, exploitative, privacy-invasive, defamatory, obscene, deceptive, fraudulent, technically unsuitable or otherwise prohibited by our Terms of Service.
If an order is refused, suspended or cancelled because of uploaded content or rights concerns, any refund or other remedy will be assessed in accordance with this Policy, the Terms of Service and applicable law.
3. IMAGE QUALITY AND FILE REQUIREMENTS
The quality of the finished product depends in part on the quality, resolution, composition and suitability of the files and content supplied or approved by you. We may provide upload guidance, file requirements, preview tools, warnings, prompts or other specifications before or during the ordering process, but you remain responsible for reviewing the content and order details before approval.
3.1 File suitability
Upload guidance, file specifications and preview notices may relate to image resolution, file size, cropping, orientation, aspect ratio, layout, colour, brightness, safe areas, edge wrapping, framing or other production requirements.
Poor print results may occur where the uploaded image, artwork or file is unsuitable for the selected product. This may include images or files that are low-resolution, blurry, dark, overexposed, cropped, pixelated, watermarked, incorrectly sized, heavily compressed, poorly framed, incorrectly oriented, distorted or otherwise unsuitable for production.
Where the issue is visible from the uploaded file, preview, proof, editor output, AI-assisted output or other information shown before checkout, you are responsible for correcting it before approval.
3.2 File review limitations
We may inspect files before production, but file review is not guaranteed and should not be relied on as a substitute for checking the upload, preview, proof, editor output or order details. We cannot guarantee that every image-quality issue, layout issue, cropping issue, spelling issue, colour issue, resolution issue or customer error will be identified before printing.
If upload guidance, file specifications, preview warnings or visible issues are ignored, we will not generally be responsible for the resulting print quality. This does not apply where the finished product is damaged, defective, incorrect, misprinted, wrongly supplied or materially different from the approved order.
You should contact us before ordering if you are unsure about image quality, file suitability, size, layout, orientation, cropping, colour or another important detail.
3.3 AI-assisted and editor-generated outputs
Where the Services include AI-assisted image tools, editor tools, mockups, previews or design assistance, the output may depend on the content, prompts, instructions, files and selections provided by you. AI-assisted outputs and editor-generated outputs may include creative variation, stylisation, cropping, sharpening, enhancement, simplification, distortion, colour changes, facial interpretation, background interpretation or other visual changes.
You are responsible for reviewing any output, proof, preview or design before approval. We do not generally accept returns, refunds or replacements because you later dislike an AI-assisted or editor-generated design that you approved, unless the finished product is damaged, defective, incorrect, misprinted, wrongly supplied, materially different from the approved order or otherwise gives rise to a remedy under applicable law.
4. CANCELLATIONS
Customers may request cancellation within three (3) hours after placing an order. This limited cancellation window is intended to provide a short period to correct a mistake or change an order before production begins, where cancellation is still operationally possible.
4.1 Cancellation request process
Cancellation requests must be sent by email to returns@snaptoonify.com. Your request should include the order number, the full name used for the order and the email address used at checkout.
A cancellation request is not automatically approved. Because products are made to order, some orders may enter production before the three (3) hour window expires. If production has already started, the order may no longer be eligible for cancellation because materials, labour, printing, framing, fulfilment or other production resources may already have been committed.
4.2 Effect of approval or production start
Where the order process includes a design preview, proof, editor confirmation, AI-assisted output approval or similar approval step, approval may cause the order to move into production quickly. You should review all details carefully before approving a design or completing checkout.
If you approve production within the three (3) hour window, cancellation may no longer be available after that approval. Once production begins, changes, cancellations, address changes, product changes, size changes, layout changes or content changes may not be possible.
4.3 Approved cancellations
If a cancellation is approved, any refund will normally be issued to the original payment method used at checkout. Refund timing may depend on Shopify, the payment processor, card issuer, bank, PayPal or other checkout provider.
We will confirm approved cancellations by email. If a cancellation cannot be approved, we may explain the reason where reasonably possible.
4.4 Orders already dispatched or delivered
If an order has already been dispatched, handed to a carrier, marked as shipped or delivered, cancellation will not usually be available. Any issue with the order after dispatch must be reviewed under the provisions of this Policy relating to shipping issues, damaged items, defective products, incorrect items, transit damage, lost orders, reprints, replacements, refunds and approved returns.
5. COLOUR, SIZE AND PRODUCTION VARIATION
Printed products may look different from how they appear on a screen. Digital previews, product mockups, editor views, proofs and AI-assisted outputs are visual aids only and are not guarantees of exact final appearance.
Production variation may occur because custom printed products are created using physical materials, print processes, finishing processes, frames, canvas, paper, coatings, inks, stretching, trimming, wrapping and packaging methods that may differ from how an image appears digitally.
5.1 Colour and screen differences
Screen brightness, monitor settings, device differences, colour calibration, lighting, file quality, compression, colour profiles, print materials and production methods can all affect colour appearance.
Minor colour variation between a digital preview and the finished product does not automatically mean the item is defective. Exact colour matching is not guaranteed unless expressly agreed by us in writing for a specific order.
You are responsible for reviewing the preview, proof, mockup, editor output or AI-assisted output before approval. You should also take into account that colours viewed on a screen may appear brighter, darker, warmer, cooler, more saturated or less saturated when printed.
5.2 Size, alignment and finishing tolerances
Small production tolerances may occur with printed, stretched, framed or finished products. These may include slight differences in sizing, alignment, cropping, edge placement, wrap position, trimming, frame finish, texture, material appearance or placement.
These variations are normal in custom print production and do not automatically qualify for return, refund, reprint or replacement.
Where a product includes a canvas wrap, edge style, border, frame or other finishing option, some image content near the edge may be wrapped, trimmed, covered or adjusted depending on the selected product format and approved design.
5.3 Material, texture and finish differences
Canvas, paper, frame materials, printed finishes, surface textures, coatings, edges, wraps and other physical product features may vary from digital mockups or product images. Product photographs and previews are intended to provide a general representation of the product and may not show every texture, finish, edge, wrap, frame or material characteristic.
Minor variations in material appearance, finish, texture, tone, thickness, stretching, framing or edge placement do not automatically mean the product is defective.
Natural or production-related variation may occur in physical materials, including canvas texture, paper surface, frame grain, frame finish, coating appearance, edge finish, packaging effects and other product characteristics.
5.4 Significant variation or production error
We do not generally accept returns, refunds or replacements based only on minor colour variation, slight sizing differences, screen-to-print differences or normal production tolerances.
If a variation is significant or appears to be a production error, contact us so that we can review it. We may ask for photographs, measurements, packaging information, order details and other evidence before deciding whether the issue qualifies for a remedy.
If a significant variation or production error is confirmed, the available remedy may include a reprint, replacement, refund, partial refund, store credit or another appropriate resolution, subject to this Policy and applicable law.
6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Damaged, defective, incorrect or materially different items are reviewed separately from ordinary change-of-mind requests, customer preference concerns, file-quality issues and normal production variation. If a genuine product issue is confirmed, we will provide a remedy consistent with this Policy, our Terms of Service and applicable law.
6.1 Reporting deadline
If an item arrives damaged, defective, incorrect or materially different from the approved order, contact us promptly at returns@snaptoonify.com. The issue must be reported within seven (7) days after delivery, unless a longer period is required by applicable law.
Reporting the issue quickly helps us review the order, production records, fulfilment records, carrier information and supporting evidence while the details are still available.
If the issue is not reported within the applicable period, it may be more difficult to verify the issue, assess the product condition, obtain carrier information, review fulfilment records or provide a remedy, except to the extent applicable law provides otherwise.
6.2 Qualifying issues
A damaged, defective or incorrect item may include:
- a product that arrives physically damaged;
- a clear production defect;
- an incorrect item supplied by us;
- the wrong size supplied by us;
- a material misprint;
- a missing item from the order;
- a product that is materially different from the approved order; or
- another issue that gives rise to a remedy under applicable law.
These issues do not include ordinary customer preference concerns, change of mind, incorrect customer selections, file-quality issues visible before approval, minor colour variation, normal production tolerances or dissatisfaction with an approved design.
6.3 Required evidence
When reporting an issue, you must provide enough information for us to review the problem properly. Your request should include the order number, full name, email address used to place the order, delivery address, a clear description of the issue and supporting photographs where relevant.
Photographs should show the product, the issue complained of and, where relevant, the condition of the packaging, shipping label and packing materials. You should not discard the product, packaging, shipping label or packing materials until the issue has been reviewed.
If we request additional evidence, you should provide it within a reasonable period. Failure to provide requested evidence may limit our ability to assess the issue, contact the relevant production or fulfilment provider, submit a carrier claim, confirm the product condition or provide a remedy, except to the extent applicable law provides otherwise.
6.4 Review and available remedies
After receiving your report, we may review the order details, customer approval, production records, fulfilment records, photographs, packaging evidence, carrier information and any other relevant information.
If the issue is confirmed, we may offer a reprint, replacement, refund, partial refund, store credit or another appropriate resolution. The remedy will depend on the nature of the issue, the evidence provided, the product type, production records, fulfilment records, shipping information and applicable legal requirements.
A remedy may not be available where the issue is caused by customer error, customer-approved details, unsuitable Customer Content, normal production variation, misuse after delivery, damage after delivery, incorrect delivery information provided by you, or another matter outside our responsibility, except to the extent applicable law provides otherwise.
6.5 Non-qualifying issues
Unless applicable law requires otherwise, a product issue will not usually qualify for a return, refund, replacement or reprint where the issue results from:
- incorrect product, size, frame, format, orientation, edge style, quantity or delivery information selected by you;
- spelling, grammar, name, message, layout, crop, image placement, prompt, text or personalisation errors approved by you;
- unsuitable file quality, low resolution, blurring, pixelation, compression, darkness, overexposure, watermarking or poor composition visible before approval;
- normal colour, texture, finish, material, frame, edge, wrap, alignment or size variation;
- dissatisfaction with a design, preview, mockup, proof, editor output or AI-assisted output that you approved;
- damage occurring after delivery because of handling, storage, installation, framing, hanging, exposure to heat, moisture, sunlight or other environmental conditions;
- refusal, non-collection, incorrect address, incomplete address or other delivery issue caused by information supplied by you or action or inaction within your control; or
- use of the product in a way inconsistent with its intended purpose, product guidance or reasonable care.
This section does not restrict any mandatory remedy available under applicable law.
7. TRANSIT DAMAGE AND LOST ORDERS
Transit damage and lost orders are reviewed using the available order records, tracking information, fulfilment records, carrier information, photographs and evidence provided by you. Transit issues are handled separately from production defects, customer-approved design choices, normal production variation and file-quality issues.
7.1 Transit damage
If a parcel arrives visibly damaged, photograph the packaging before discarding it and contact us promptly at returns@snaptoonify.com or shipping@snaptoonify.com. If damage is discovered only after opening the parcel, keep the item, packaging, shipping label and packing materials until the issue has been reviewed.
These materials may be needed for a carrier claim, fulfilment review or replacement assessment. Without them, it may be harder to confirm what happened during delivery or to obtain a carrier resolution.
We may ask for photographs of the damaged item, outer packaging, inner packaging, shipping label and any visible carrier damage. The photographs should be clear enough to show the issue and the condition of the package when received.
7.2 Lost orders
If an order appears to be lost in transit, contact us with the order number, email address used to place the order, shipping address and tracking details. We may need to review the tracking history, delivery address, carrier status, fulfilment records and any delivery confirmation before deciding the next step.
Some carrier investigations can take time. We may need to wait for the carrier, fulfilment partner or shipping provider to confirm the delivery status before approving a replacement, reprint, refund, store credit or other remedy.
If tracking shows that the order was delivered but you cannot locate it, we may ask you to check with household members, building staff, reception desks, mailrooms, neighbours, local collection points and the carrier before the order is treated as missing.
7.3 Address errors and failed delivery
You are responsible for providing complete and accurate shipping information at checkout. This includes the recipient name, delivery address, unit or apartment number, postal code, phone number where required and any delivery instructions accepted by the checkout system or carrier.
We are not responsible for orders lost, delayed, returned to sender, misdelivered or subject to additional costs because you provided an incorrect, incomplete, outdated or undeliverable shipping address, except to the extent applicable law provides otherwise.
If an order is returned to sender, misdelivered or delayed because of customer-provided address information, additional shipping fees, address correction fees, re-shipping costs or production-related costs may be your responsibility, subject to applicable law.
7.4 Confirmed transit damage or loss
Where transit damage or loss is confirmed, we may offer a replacement, reprint, refund, partial refund, store credit or another appropriate resolution. The available remedy will depend on the tracking information, carrier response, fulfilment records, product type, evidence provided and applicable legal requirements.
8. APPROVAL, EVIDENCE AND INSPECTION
Return, refund, reprint and replacement requests must be reviewed before any product is sent back. Many issues can be assessed using photographs, order details, production records and carrier information without requiring a physical return.
8.1 Prior approval required
You must contact us before sending any item back. Items must not be sent back without prior review and approval. Unauthorised parcels may be refused, returned to sender, delayed or left unprocessed.
Requests must be submitted by email to returns@snaptoonify.com. Your request should include the order number, contact details, delivery address, reason for the request and any supporting photographs or information.
8.2 Evidence requirements
We may request photographs, video, measurements, packaging evidence, shipping label images, tracking details, customer approval records, file information or other evidence reasonably necessary to assess the issue.
The evidence should show the product, the issue, the order reference and, where relevant, the condition of the packaging. In many cases, photographs and order records may be enough for us to assess the issue without requiring a physical return.
Evidence may be required to confirm whether the issue relates to production, fulfilment, transit, customer-approved design details, uploaded file quality, normal production variation, carrier handling, delivery information or another cause.
8.3 Physical returns
If a physical return is required, we will provide return instructions only after review and approval. The approved return address will be provided in writing for that specific case.
You must not send items to our business address, registered address, production partner, fulfilment partner, packaging provider, carrier depot or any other address unless we specifically provide that address in writing for that specific case.
We may provide an authorisation number, approval email or return instructions that must be included with the item. Items sent without approval, without required authorisation details or to an address not provided by us for that specific matter may be refused, returned to sender, delayed or left unprocessed.
Returned items must be packaged securely. Poor packaging may affect the available remedy if the item is damaged during return transit.
8.4 Inspection and decision-making
Where inspection is required, we may inspect the product, packaging, photographs, production files, customer approvals, fulfilment records, carrier records and other available information before deciding whether a remedy is appropriate.
We may reject a request where the issue is not supported by evidence, is caused by customer error, results from an approved design, falls within normal production variation, is caused by unsuitable uploaded content, is caused by delivery information supplied by you, or does not otherwise qualify for a remedy under this Policy or applicable law.
9. REPRINTS AND REPLACEMENTS
A reprint or replacement may be offered where an issue is confirmed and a replacement remedy is appropriate. Reprints and replacements are intended to correct a genuine issue with the original order, not to create a new order with different specifications.
9.1 Reprint or replacement eligibility
A reprint or replacement may be available where the item is damaged, defective, incorrect, materially misprinted, missing, wrongly supplied or materially different from the approved order.
The available remedy will depend on the issue, product type, order details, customer approval, production records, fulfilment records, shipping information, evidence provided and applicable law.
A reprint or replacement may not be available where the issue results from customer error, customer-approved content, normal production variation, unsuitable uploaded files, incorrect delivery information supplied by you, damage after delivery or another non-qualifying matter, except to the extent applicable law provides otherwise.
9.2 Same approved order details
A reprint or replacement will usually be produced using the same approved order details as the original order. This includes the same image, artwork, prompt, design, text, layout, crop, orientation, size, frame, edge style, product type, finish and personalisation details, unless we agree otherwise in writing.
A reprint or replacement is not a new opportunity to change the product size, image, crop, layout, frame, colour option, personalisation details, delivery address or other approved order information.
If a different product, size, image, layout, frame, finish, delivery address or other specification is requested, it may be treated as a new order unless we expressly agree otherwise.
9.3 Review before approval
We may request photographs, production information, carrier details or a physical inspection before approving a reprint or replacement. In some cases, a physical return may not be required.
If a physical return is required, the return address and instructions will be provided only after prior contact, review and approval.
We may also request additional information from production partners, fulfilment partners, packaging providers, carriers or other service providers before deciding whether a reprint or replacement is appropriate.
9.4 Replacement delivery
Replacement products and reprints are subject to production, fulfilment and carrier timing. Unless otherwise agreed by us in writing, a replacement or reprint will be delivered using a shipping method we consider appropriate for the circumstances.
Replacement delivery estimates are not guaranteed unless expressly stated by us in writing for the specific replacement or reprint.
If the original issue was caused by incorrect or incomplete delivery information supplied by you, failed delivery, refusal, non-collection or another matter within your control, additional shipping charges may apply before a replacement or reprint is dispatched, subject to applicable law.
9.5 Repeated remedy requests
We may limit repeated reprints or replacements for the same order where a remedy has already been provided and no new qualifying issue is shown. This does not affect any rights or remedies that cannot be excluded under applicable law.
If a replacement or reprint is supplied and you report a further issue, we may require fresh evidence and may review the matter separately.
10. REFUNDS AND STORE CREDIT
Refunds and store credit are assessed separately from reprints and replacements. A refund, partial refund or store credit may be offered where we consider it appropriate, where a replacement is not practical, or where a remedy is required by applicable law.
10.1 Refund eligibility
Not every issue qualifies for a refund. Refunds are not automatically issued because you are unhappy with a custom product that was made according to the approved order.
Change of mind, incorrect customer selection, unsuitable image quality, wrong size choice, incorrect delivery information, minor colour variation, normal production tolerance and dissatisfaction with an approved design are not generally eligible reasons for a refund.
These matters are handled differently from damaged, defective, incorrect, misprinted, wrongly supplied or materially different items.
10.2 Approved refunds
Where a refund is approved, it will usually be issued to the original payment method used at checkout. Refunds may take additional time to appear depending on Shopify, the payment processor, PayPal, card issuer, bank or checkout platform.
If inspection is required before a refund is approved, processing may take up to ten (10) business days after we receive the item or after the required inspection information is complete.
We will confirm any approved refund or partial refund by email.
10.3 Partial refunds
A partial refund may be offered where a full refund is not appropriate but a limited adjustment is reasonable in the circumstances. This may include minor confirmed issues, partial order issues, goodwill adjustments or situations where a defect affects only part of the order.
Any partial refund will be assessed based on the order value, the issue confirmed, evidence provided, product type, fulfilment records, customer approval and applicable legal requirements.
10.4 Store credit
Store credit may be offered instead of, or in addition to, another remedy where appropriate. Store credit may be suitable where a customer prefers to reorder, where a partial remedy is appropriate, where the issue does not require a full refund, or where we agree to provide a goodwill resolution.
Store credit is not automatically available and may be subject to conditions stated when it is issued. Store credit is not redeemable for cash unless required by applicable law or expressly agreed by us in writing.
10.5 Refund timing and payment providers
Once a refund is issued from our side, the timing of posting to your account is controlled by the payment processor, card issuer, bank, PayPal or checkout provider. We are not responsible for delays caused by those providers.
If you do not see an approved refund after a reasonable period, you should first check with your payment provider. You may then contact us with the order number and refund confirmation details.
11. SHIPPING COSTS AND NON-REFUNDABLE CHARGES
Shipping charges, return shipping costs and other non-refundable charges are assessed based on the nature of the issue, the remedy approved and applicable legal requirements. Shipping fees cover delivery services and may not always be refunded even where a product remedy is approved.
11.1 Original shipping fees
Original shipping fees are generally non-refundable unless the issue was caused by us or a refund is required by applicable law. This may apply even where a product refund, partial refund, replacement, reprint or store credit is approved.
Where an order received free shipping through a promotion, the refund or credit assessment may take into account the terms of that promotion and the remedy provided.
11.2 Return shipping costs
You are responsible for shipping costs connected with an approved physical return unless we approve otherwise. Different arrangements may apply where the item is confirmed to be defective, damaged, incorrect, misprinted, wrongly supplied or materially different from the approved order.
If we ask you to send an item back and later confirm that the issue was caused by us, we may reimburse reasonable shipping costs or provide another appropriate shipping remedy. We may require proof of the shipping cost before reimbursement.
11.3 Trackable return shipping
If you are asked to send an item back, you should use a trackable shipping method and package the item securely. We are not responsible for parcels that are lost, delayed, misdelivered or damaged in return transit, except to the extent required by applicable law.
If you send an item back without approval, to an address not provided by us for that specific matter, or without required authorisation details, we may not reimburse shipping costs and the parcel may be refused, returned to sender, delayed or left unprocessed.
11.4 Non-refundable costs
Unless required by applicable law or expressly approved by us in writing, non-refundable costs may include original shipping charges, upgraded shipping charges, address correction charges, re-shipping fees, return shipping costs, carrier fees, packaging charges, production charges already incurred and charges resulting from customer-provided address errors or failed delivery attempts.
Nothing in this section limits any non-excludable rights or remedies available under applicable Canadian consumer protection law, including any mandatory protections available to consumers in Ontario or another applicable province or territory.
12. CONTACT DETAILS
Return and refund requests must be submitted by email so that we can review the order details, photographs, tracking information and written explanation in one place.
For cancellations, returns, refunds, reprints and replacements, email: returns@snaptoonify.com
For shipping and delivery enquiries, email: shipping@snaptoonify.com
For general customer support, email: support@snaptoonify.com
If you contact us by email, include “SNAPTOONIFY” and your order number in the subject line where possible. This helps us identify the order and route the request correctly. Missing order details may delay our response.
Requests should include:
- your full name and contact details;
- the order number;
- the email address used to place the order;
- the delivery address used for the order;
- a clear description of the issue or request;
- photographs of the product, packaging and shipping label, where applicable;
- tracking details or carrier communications, where relevant; and
- any other supporting information reasonably needed to assess the request.
We may request additional information where reasonably necessary to verify the order, review the issue, assess available remedies, contact a production or fulfilment provider, investigate a carrier issue, protect against fraud or comply with applicable law.
We will respond within any timeframe required by applicable law or, where no specific timeframe applies, within a reasonable period. Response times may depend on the nature of the request, the evidence provided, production partner response times, carrier response times and any applicable legal requirements.
