Returns & Refunds

The short version

Thirty days to return apparel and plush, unused and with their tags. Drinks cannot come back once the pack is open, for obvious reasons. If something arrives broken or wrong, it is on us and you do not pay a cent.

What you can return

• The Lookout plush — within 30 days of delivery, unused and with its original tags attached.
• Rabbit Fuel — an unopened pack can be returned within 30 days. Once a pack has been opened we cannot take it back: it is a food product and it cannot be resold or donated safely.
• Collectible cards, stickers and pins that came inside a membership box are part of that box and are not returned separately.

If it arrived damaged, wrong or incomplete

Write to hello@snackrabbit.co within 14 days of delivery with your order number and a photograph. We will send a replacement or refund you in full, whichever you prefer, and we pay the return shipping. You will not be asked to argue with us about it.

How to return something

1. Email hello@snackrabbit.co with your order number and what you want to return.
2. We reply with the return address and instructions. Please wait for that reply — parcels sent back without warning are hard to match to an order.
3. Pack the item as it arrived and send it. Keep the tracking number.

For a change of mind, the return shipping is paid by you. For anything that is our mistake or a defect, it is paid by us.

Your refund

Once the return reaches us and we have checked it, we refund you to the same payment method you used. We aim to process it within 3 business days of receiving the parcel; after that, how quickly the money appears depends on your bank, usually between 5 and 10 business days.

We refund the price of the returned items. The original shipping cost is refunded when the return is our fault, and not when it is a change of mind.

Memberships

You can cancel The Burrow at any time from MY BURROW in your account, or by writing to hello@snackrabbit.co. It takes effect at the end of the period you have already paid for — the month on a monthly plan, the year on an annual one. If the box for that month has already gone out, it is yours; you can still return it under the rules above, and the collectible card can stay with you either way.

We do not refund past months of a membership that was used, but if you were charged after you cancelled, that is our error and we refund it immediately.

Exchanges

We do not run a separate exchange process. Return what you have, and place a new order for what you want. It is faster for both of us.

Your legal rights

This policy is what we offer on top of the law, not instead of it. Whatever rights your local consumer legislation gives you remain exactly as they are.