Refund policy
Returns & Exchanges
We want you to love your ACUSNAP™ purchase.
Eligible items may be returned or exchanged within 30 days of delivery, provided they are unworn, unused, and in their original condition with all original packaging, tags, accessories, and components.
Items that have been worn, washed, altered, damaged, or show signs of use are not eligible for return or exchange.
Free Exchanges Within Canada
We offer free exchanges within Canada for a different size, colour, or style within 30 days of delivery, subject to product availability.
Once your exchange request is approved, ACUSNAP™ will provide a prepaid return shipping label at no cost. After we receive and inspect your returned item, we’ll ship your replacement item free of charge.
Free exchanges are limited to one exchange per order.
United States Exchanges
U.S. orders may be exchanged for a different size, colour, or style within 30 days of delivery, subject to product availability.
Once your exchange request is approved, ACUSNAP™ will provide a prepaid return shipping label and the required return instructions. A flat return shipping fee of $9 USD will apply.
Because replacement orders must be shipped across the border, the customer is responsible for the applicable U.S. shipping rate, including prepaid import duties, for the replacement shipment. We’ll confirm the amount before processing the exchange.
There is no return shipping, replacement shipping, or import-duty charge when an exchange is required because the original item arrived damaged, defective, or incorrect.
Returns for Refund
Once your return request is approved, ACUSNAP™ will provide a prepaid return shipping label.
The following flat return shipping fee will be deducted from your refund:
- Canada: $9 CAD
- United States: $9 USD
There is no return shipping fee when an item arrives damaged, defective, or incorrect.
Original shipping charges are non-refundable.
For U.S. orders, original shipping charges include prepaid import duties. These charges are non-refundable once an order has shipped, even when part or all of the order is returned.
Promotional Items
If your order included a free promotional item, such as a complimentary ACUSNAP™ closure, the promotional item must also be returned in new, unused condition to qualify for a full refund.
If the promotional item is not returned, its full retail value will be deducted from your refund.
Promotional items have no cash value and are available only with qualifying purchases.
Refunds
Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method, less the applicable return shipping fee, non-refundable original shipping charges, and any promotional-item deductions.
Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Damaged, Defective, or Incorrect Orders
We take pride in the quality of every ACUSNAP™ product. If your order arrives damaged, defective, or incorrect, please contact support@acusnap.com within seven days of delivery, and we’ll make it right.
Please include your order number, a description of the issue, and photographs of the item and packaging where applicable.
United States and Cross-Border Returns
Returns shipped between the United States and Canada may require customs documentation and processing.
ACUSNAP™ will provide return instructions and, where applicable, the required shipping documentation with your prepaid return label. Please follow the provided instructions to help ensure your return is processed correctly.
Do not return an order without authorization or arrange your own cross-border shipment unless instructed by ACUSNAP™. Returns sent without the appropriate documentation may incur customs, brokerage, or carrier charges and may not be accepted.
Any customs duties, taxes, brokerage charges, or other fees resulting from a customer’s failure to follow the provided return instructions are the customer’s responsibility. This does not apply when the return is required because an item arrived damaged, defective, or incorrect.
International Orders
Orders shipped outside Canada and the United States are final sale and are not eligible for returns or exchanges.
This does not apply if an item arrives damaged, defective, or incorrect. In those cases, please contact support@acusnap.com within seven days of delivery.
Original shipping charges, duties, taxes, customs fees, brokerage charges, and other import-related costs are non-refundable.
How to Start a Return or Exchange
To request a return or exchange, contact support@acusnap.com with:
- Your order number
- The item you would like to return or exchange
- The reason for your request
Once your request has been approved, we’ll provide return instructions and a prepaid return shipping label.
Returns sent without prior authorization may not be accepted.
Contact Us
For questions about returns, exchanges, or your order, please contact support@acusnap.com.
