Refund policy

Last Updated: August 2026

Welcome to QG Snack.

Customer satisfaction is our highest priority. We strive to provide high-quality imported snacks, sweets, beverages, energy drinks, collectibles, and mini fridges from around the world.

Please carefully read this Return & Refund Policy before placing an order. By purchasing from QG Snack, you agree to the terms outlined below.

1. Right of Withdrawal

If you are a consumer located in the European Union, you may have the legal right to withdraw from your purchase within 14 calendar days after receiving your order.

To exercise this right, you must contact us before the withdrawal period expires.

Returned products must meet all of the following conditions:

  • Unopened
  • Unused
  • In their original packaging
  • Undamaged
  • Complete with all accessories (if applicable)
  • In a condition suitable for resale

Products that do not meet these conditions may not qualify for a refund.

2. Food Safety & Hygiene

Because QG Snack sells food, beverages and consumable products, strict hygiene regulations apply.

For health and safety reasons, we cannot accept returns of:

  • Opened drinks
  • Opened snacks
  • Opened candy
  • Chocolate products
  • Imported food
  • Any consumable item with broken packaging
  • Refrigerated or perishable goods

This policy protects all customers and complies with food safety standards.

3. Non-Returnable Products

The following products are not eligible for return or refund:

  • Opened food products
  • Opened beverages
  • Opened energy drinks
  • Opened confectionery
  • Personalized products
  • Custom orders
  • Gift cards
  • Digital products
  • Promotional items
  • Clearance products
  • Final sale items
  • Products damaged by customer misuse

4. Damaged, Defective or Incorrect Orders

If your order arrives:

  • Damaged
  • Broken
  • Defective
  • Incomplete
  • Incorrect

Please notify us within 48 hours after delivery.

Your request must include:

  • Order number
  • Clear photographs of the shipping box
  • Clear photographs of the product
  • Pictures of the shipping label
  • Description of the issue

Failure to contact us within 48 hours may result in your claim being declined.

After reviewing your request, we may offer:

  • A replacement product
  • A replacement shipment
  • Store credit
  • A partial refund
  • A full refund

The solution offered will depend on the circumstances.

5. Lost Packages

If your parcel appears to be lost during transportation, QG Snack will immediately open an investigation with the shipping carrier.

Carrier investigations generally require between 5 and 15 business days depending on the destination country.

Once the carrier officially concludes the investigation, we will offer one of the following:

  • A replacement shipment
  • A full refund

No refunds can be issued before the carrier's investigation has been completed.

6. Delivery Refusal & Unclaimed Parcels

If a parcel is:

  • Refused by the recipient
  • Unclaimed at a pickup point
  • Returned due to an incorrect address
  • Returned because customs duties were refused
  • Returned because delivery attempts failed

The customer remains responsible for:

  • Return shipping costs
  • Carrier handling fees
  • Customs charges (if applicable)
  • Original shipping costs

These amounts may be deducted from the refund.

7. International Orders

QG Snack ships worldwide.

Customers are responsible for understanding and complying with the import laws of their own country.

QG Snack cannot be held responsible for:

  • Customs delays
  • Import taxes
  • VAT charges
  • Customs duties
  • Product seizures
  • Import restrictions
  • Government inspections

Any customs fees remain the customer's responsibility.

8. Mini Fridges & Large Products

Mini fridges and large display coolers must be inspected immediately upon delivery.

If the packaging shows visible damage, customers should:

  • Photograph the package before opening
  • Photograph the product after opening
  • Contact us within 48 hours

Damage reported after this period may not be covered.

Large appliances may be subject to manufacturer warranty conditions depending on the product.

9. Return Shipping

If the return is approved because:

  • We shipped the wrong item
  • The item arrived damaged
  • The product is defective

QG Snack will cover the return shipping costs.

If the return is requested for any other reason, the customer is responsible for:

  • Return shipping
  • Insurance (recommended)
  • Packaging costs

We recommend using a tracked shipping service, as we cannot refund returns that are lost during transit.

10. Inspection of Returned Items

All returned products are inspected upon arrival.

Refunds may be reduced or refused if products:

  • Have been opened
  • Show signs of use
  • Are missing original packaging
  • Are incomplete
  • Are damaged by the customer

11. Refund Process

Once your return has been received and inspected, you will receive confirmation by email.

If approved, your refund will be processed to your original payment method.

Processing times typically vary between 5 and 10 business days, depending on your payment provider or bank.

Shipping charges are non-refundable unless the error was caused by QG Snack.

12. Order Cancellation

Orders may only be cancelled before they enter our fulfillment process.

Once an order has been:

  • Prepared
  • Packed
  • Assigned a tracking number
  • Shipped

Cancellation is no longer possible.

13. Fraud Prevention

To protect our customers and business, QG Snack reserves the right to refuse refunds where fraudulent activity is suspected.

Examples include:

  • False damage claims
  • Repeated refund abuse
  • Chargeback fraud
  • Tampered products
  • Incorrect information provided by the customer

Fraudulent claims may be reported to the relevant payment provider or authorities where applicable.

14. Contact Information

If you have any questions regarding this Return & Refund Policy, please contact us.

QG Snack

Customer Support Email
contact@qgsnack.com

Company Name
QG Snack

Legal Form
Simplified Joint Stock Company (SAS)

SIREN
104 082 755

SIRET
104 082 755 00018

VAT Number
FR39104082755

Company Creation Date
April 23, 2026