Refund policy

Return & Refund Policy — Collins Global Snack Store

Last Updated: April 14, 2026

We want you to be completely satisfied with your purchase. Please read our policy carefully before contacting us.

1. Perishable & Food Items Due to the nature of food products, we generally do not accept returns on opened or consumed items. However, we will make it right if:

  • Your order arrived damaged or defective
  • You received the wrong item
  • Your order was lost in transit

2. Eligibility for Refunds To be eligible for a refund or replacement, you must:

  • Contact us within 30 days of delivery
  • Provide your order number and photos of the issue (damaged/wrong items)
  • Item must be unopened and in original condition (for non-damaged return requests)

3. Restocking Fee Non-damaged, non-defective returns are subject to a 15% restocking fee deducted from your refund. Return shipping costs are the responsibility of the customer.

4. Exchange Policy We offer exchanges for:

  • Wrong items received
  • Damaged or defective items
  • Unopened items of equal or lesser value (within 30 days)

To request an exchange, contact us at collinsglobalsnackstore@gmail.com with your order number and reason for exchange. We will ship the replacement once the original item is received (for non-damaged exchanges).

5. Store Credit We offer store credit as our default resolution for eligible returns. Store credit:

  • Never expires
  • Can be used on any future order
  • Is issued within 1-2 business days of approval
  • May be offered at 110% of the original value as a goodwill gesture

If you prefer a cash refund to your original payment method, please specify when contacting us.

6. Non-Refundable Items The following are not eligible for refunds:

  • Opened or partially consumed food items
  • Items damaged due to improper storage after delivery
  • Orders with incorrect shipping addresses provided by the customer
  • Customs fees, duties, or import taxes
  • Restocking fees

7. Snack Boxes & Bundle Orders For international snack boxes and bundle orders:

  • Unopened boxes may be returned within 30 days subject to the 15% restocking fee
  • Partially opened boxes are not eligible for return
  • Individual items within a bundle cannot be returned separately
  • Damaged or missing items within a box will be refunded or replaced on a per-item basis

8. Refund Process Once your request is approved:

  • Store credit issued within 1-2 business days (default)
  • Cash refunds processed to your original payment method within 5-10 business days
  • Restocking fee (15%) deducted where applicable

9. Damaged or Defective Items If your order arrives damaged, please:

  1. Take photos of the damaged packaging and items
  2. Email us at collinsglobalsnackstore@gmail.com with your order number and photos within 30 days
  3. We will arrange a replacement, store credit, or full refund promptly

10. Wrong Items Received If you received the wrong item, contact us within 30 days and we will ship the correct item at no additional cost or issue a full refund/store credit.

11. Lost Packages If your tracking shows delivered but you haven't received your package:

  • Wait 2 business days (occasional carrier delays)
  • Check with neighbors and your local post office
  • Contact us and we will investigate with the carrier
  • If confirmed lost, we will issue a full replacement or store credit

12. International Orders For orders to supported international markets, duties and taxes are collected at checkout (DDP — Delivered Duty Paid) and are non-refundable. For markets where DDP is not enabled, customers are responsible for any customs duties and import taxes. Packages refused at customs will not be eligible for a refund.

13. How to Request a Refund, Exchange, or Store Credit Contact us at:

  • Email: collinsglobalsnackstore@gmail.com
  • Include: Order number, description of issue, preference (refund/exchange/store credit), and photos if applicable
  • Response time: Within 1-2 business days