Refund policy

Last Updated: June 2026

At TuiSnack, we are committed to providing our customers with high-quality imported snacks, beverages, confectionery products, and specialty food items sourced from around the world.

We take great care in selecting, storing, and shipping our products. However, if you experience an issue with your order, this Return & Refund Policy explains your rights, our obligations, and the procedures for requesting a return, replacement, or refund.

By placing an order through TuiSnack, you agree to the terms outlined below.

1. Company Information

TuiSnack (Snack Delices')

Legal Form: SAS (Société par Actions Simplifiée)

Registered Office:
1 Rue du Mont Bart
25420 Voujeaucourt
France

SIREN: 838 058 667

SIRET: 838 058 667 00018

VAT Number: FR33838058667

Date of Incorporation: 05 March 2018

Share Capital: €1,200.00

2. Our Commitment

Customer satisfaction is one of our highest priorities.

We strive to ensure that every product delivered by TuiSnack meets the highest standards of quality, authenticity, freshness, and safety.

Should an issue arise with your order, our team will review each case fairly and work towards an appropriate resolution in accordance with this policy and applicable consumer protection laws.

3. Products Eligible for Return

Due to the nature of food and beverage products, returns are accepted only in limited circumstances.

A product may be eligible for return if one of the following conditions applies:

A. Unopened and Unused Products

A return may be accepted when:

  • The product remains completely unopened;
  • The original seal is intact;
  • The packaging has not been damaged;
  • The product has not been consumed or used in any way;
  • The return request is submitted within fourteen (14) calendar days of delivery.

Returned products must arrive in the same condition in which they were originally delivered.

B. Damaged Products

Customers may request a replacement or refund if a product arrives:

  • Damaged during transport;
  • Crushed, broken, leaking, or otherwise unusable;
  • With significant packaging defects affecting product integrity.

Customers must notify TuiSnack within forty-eight (48) hours of delivery and provide photographic evidence.

C. Incorrect Products

If a customer receives:

  • The wrong item;
  • An incorrect flavor or variant;
  • An item not matching the order confirmation;

TuiSnack will investigate the matter and may provide a replacement, store credit, or refund where appropriate.

D. Defective Products

Returns may be accepted when a product presents a manufacturing defect or quality issue making it unsuitable for normal consumption.

Supporting photographs and relevant information may be requested before a claim is approved.

4. Products Not Eligible for Return

For hygiene, safety, and food protection reasons, TuiSnack cannot accept returns of:

  • Opened food products;
  • Opened beverages;
  • Partially consumed items;
  • Products with broken seals;
  • Products showing signs of use or consumption;
  • Products damaged after delivery by the customer;
  • Products stored improperly after delivery;
  • Promotional or clearance items marked as non-returnable;
  • Gift cards and digital products.

Any item returned in an unsuitable condition may be refused.

5. Taste Preference Disclaimer

Taste is subjective.

As TuiSnack specializes in international snacks and beverages featuring unique flavors from different countries, refunds or returns cannot be granted solely because a customer dislikes the taste, texture, flavor profile, ingredients, or appearance of a product.

Personal preference does not constitute a product defect.

6. Return Request Procedure

To initiate a return request, customers must contact our support team before returning any item.

Requests should include:

  • Full name;
  • Order number;
  • Description of the issue;
  • Clear photographs of the product;
  • Photographs of the packaging if applicable.

Returns sent without prior authorization may be refused.

7. Return Shipping Costs

Customer-Initiated Returns

Where a customer wishes to return an eligible unopened product for reasons unrelated to a defect or shipping error, the customer shall be responsible for all return shipping costs.

Original shipping fees are non-refundable unless required by law.

TuiSnack Error or Product Issue

If the return results from:

  • A damaged product;
  • A defective product;
  • An incorrect shipment;
  • A fulfillment error caused by TuiSnack;

TuiSnack may reimburse reasonable return shipping costs or provide a prepaid return label at its discretion.

8. Inspection of Returned Products

All returned merchandise is inspected upon arrival.

TuiSnack reserves the right to:

  • Approve the return;
  • Reject the return;
  • Offer a replacement product;
  • Offer store credit;
  • Issue a full refund;
  • Issue a partial refund where appropriate.

The final decision will depend on the condition of the returned item and compliance with this policy.

9. Refund Processing

Once a refund has been approved:

  • Refunds will be issued using the original payment method whenever possible;
  • Processing times vary depending on the customer's financial institution;
  • Approved refunds are generally processed within five (5) to ten (10) business days.

Customers will receive confirmation once the refund has been completed.

10. Replacement Products

In some situations, TuiSnack may offer a replacement instead of a refund.

Replacement products may be provided for:

  • Damaged goods;
  • Incorrect items;
  • Defective products;
  • Missing products.

Replacement eligibility is determined on a case-by-case basis.

11. Refused Deliveries

If a customer refuses delivery without a valid reason:

  • Original shipping charges may not be refunded;
  • Return shipping costs may be deducted from the refund amount;
  • Additional handling fees may apply where permitted by applicable law.

12. Chargebacks and Fraud Prevention

TuiSnack actively monitors fraudulent activity and abusive refund requests.

We reserve the right to deny claims involving:

  • False statements;
  • Fraudulent refund requests;
  • Excessive or repeated refund abuse;
  • Chargebacks initiated without first contacting customer support;
  • Manipulation or misuse of products.

Where fraudulent activity is suspected, we may provide relevant documentation to payment processors, banks, and authorities as permitted by law.

13. Limitation of Liability

To the maximum extent permitted by applicable law, TuiSnack shall not be liable for:

  • Delays caused by shipping carriers;
  • Customs-related delays;
  • Damage resulting from improper storage after delivery;
  • Minor packaging imperfections that do not affect product safety or quality;
  • Losses arising from personal taste preferences;
  • Indirect, incidental, or consequential damages.

Nothing in this policy excludes any mandatory rights granted to consumers under applicable law.

14. Contact Information

For all return, refund, replacement, or order-related inquiries, please contact:

TuiSnack (Snack Delices')
1 Rue du Mont Bart
25420 Voujeaucourt
France

Email: contact@tuisnack.com
Alternative Email: tuisnack@gmail.com

Our customer service team will review all requests and respond as quickly as reasonably possible.

15. Acceptance of This Policy

By placing an order through TuiSnack, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

TuiSnack reserves the right to modify this policy at any time without prior notice. The version published on our website at the time of purchase shall apply to the relevant transaction.