Return and Refund Policy

Effective Date: November 6, 2026

COMPANY NAME: Bangchongshi (Shanghai) International Trading Co., Ltd.

COMPANY ADDRESS: Room 01J, Area A, 2nd Floor, Building 7, No. 955 Liuxiang Road, Jiading District, Shanghai, China

Postal Code: 201802

Email: service@snaggo.store

Contact Phone Number: +1(417)766-1662

Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time

Snaggo is owned and operated by Bangchongshi (Shanghai) International Trading Co., Ltd.

At Snaggo, we believe that finding the right patio heater accessories should come with clear expectations and dependable customer support.

Our collections include ignition components, replacement heater parts, protective covers, reflector assemblies, and practical installation accessories for compatible outdoor heating equipment.

We understand that product dimensions, mounting requirements, compatibility, and component condition are important when purchasing replacement parts.

This Return and Refund Policy explains how eligible products may be returned, how product-related concerns are reviewed, who is responsible for return shipping, and how approved refunds are handled.

Nothing in this policy is intended to exclude, restrict, or waive any mandatory consumer right or remedy that cannot lawfully be excluded or limited.

1. 30-Day Return Period

Snaggo offers a 30-day voluntary return period for eligible purchases.

You may submit a return request within 30 days after your order has been delivered.

To request a return, please contact our customer support team before shipping any item back.

Email: service@snaggo.store

Please include:

• Your order number

• The product name

• The reason for your return

• Any additional information reasonably necessary to review your request

You may request a return if you ordered an unsuitable accessory, selected an incorrect size, changed your mind, or no longer need the product, subject to the voluntary return conditions below.

Requests received after the 30-day voluntary return period may not qualify under our standard program.

This timeframe does not limit any mandatory consumer rights or remedies available under applicable law.

2. Voluntary Return Eligibility

For returns requested due to personal preference, ordering an unsuitable product, choosing an incorrect size, or another reason unrelated to an original product defect, the following conditions generally apply:

• The request must be made within 30 days after delivery.

• The product must be unused and unmodified.

• The product must not have been damaged after delivery.

• The product must remain substantially in its original condition.

• All included parts, accessories, screws, fittings, and other components must be present.

• Original packaging should be retained where reasonably possible.

• A valid order number or other proof of purchase must be available.

Ignition and Control Components

Products from the Snaggo FlameCore Series, including igniter kits, thermocouples, and control knob sets, should be returned unused and complete.

Components should not have been installed, altered, electrically connected, exposed to burner heat, or otherwise materially used beyond what is reasonably necessary to inspect them.

For example, a thermocouple that has been bent, cut, or installed in an operating heater may not qualify for a voluntary non-quality return.

Protective Covers

Products from the Snaggo WeatherGuard Series should be returned clean, unused, and complete with their original straps, drawstrings, closures, and other supplied accessories.

Significant stains, tears, washing, alterations, or damage after delivery may affect eligibility.

Reflector and Emitter Components

Products from the Snaggo HeatShield Series should be returned without avoidable dents, modifications, installation damage, or missing mounting components.

The original shape, mounting points, and included accessories should remain intact.

Mobility and Installation Accessories

Products from the Snaggo PatioEase Series should include all originally supplied components.

Wheel kits, base weight sections, and replacement hardware should be returned without unauthorized modifications or damage caused after delivery.

These requirements apply to voluntary returns. They do not eliminate rights or remedies for products that arrive damaged, defective, incorrect, incomplete, or otherwise fail to meet applicable legal requirements.

3. Return Authorization

Please obtain return authorization from Snaggo before sending back a product.

Email: service@snaggo.store

To begin the process, provide:

• Your full name

• Your order number

• The product name

• The reason for your return

• Photographs or video where relevant

• Details of any missing, incorrect, or damaged components

Our customer support team will review the request and provide appropriate instructions.

If the return is approved, we will provide the authorized return address and applicable shipping instructions.

Do not automatically send returned products to our registered company address in Shanghai.

The authorized return destination may differ from the registered company address.

Return Dispatch Deadline

Once your return request has been approved, please dispatch the authorized return within 3 days in accordance with the instructions provided by our customer support team.

If you anticipate difficulty meeting this timeframe, contact us before the deadline.

Returning a product without authorization or to an incorrect address may result in processing delays.

Any handling of such returns remains subject to applicable law.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as reasonably possible after delivery.

If you receive a damaged, defective, incorrect, or incomplete product, contact us within 7 days after delivery so we can review the matter promptly.

Email: service@snaggo.store

Where reasonably possible, provide:

• Your order number

• The affected product name

• A description of the issue

• Photographs or video showing the problem

• Photographs of the packaging, where relevant

• A photograph of the shipping label, where relevant

• Details of any missing or incorrect components

Examples of Product Issues

For Snaggo products, relevant issues may include:

FlameCore Series

• Damaged igniter housings

• Broken ignition electrodes

• Defective or damaged thermocouple components

• Cracked control knobs

• Missing connectors or mounting parts

WeatherGuard Series

• Torn fabric

• Damaged stitching

• Missing or defective drawstrings

• Broken straps or buckles

• Incorrect cover dimensions or product selection caused by a fulfillment error

HeatShield Series

• Bent or damaged reflector domes

• Deformed emitter screens

• Missing mounting brackets

• Incorrect or incomplete hardware

• Visible shipping damage to metal components

PatioEase Series

• Broken wheels

• Bent mounting brackets

• Damaged weight sections

• Missing bolts, nuts, or washers

• Incorrect components supplied with a kit

Please keep the affected product and relevant packaging until we have reviewed the issue or provided further instructions.

Depending on the circumstances, available resolutions may include:

• Replacement of the affected product

• Replacement of a missing or defective component

• Shipment of a missing item

• An exchange, where available

• A partial refund

• A full refund

• Another remedy required by applicable law

If the problem is attributable to Snaggo or the product as supplied, we will provide appropriate instructions and cover applicable reasonable return-shipping or handling costs.

Safety Note: Do not install or operate a damaged or potentially defective gas-related component. If a part appears unsafe, discontinue installation or use and follow the equipment manufacturer's safety instructions.

The 7-day reporting period helps us investigate delivery-related and immediately apparent problems. It does not eliminate mandatory consumer rights or remedies that remain available after this period.

5. Return Shipping Costs

Return-shipping responsibilities depend on the reason for the return.

Returns Caused by a Seller-Responsibility Issue

If a product arrives damaged, defective, incorrect, incomplete, or is affected by another issue attributable to Snaggo, we will provide the appropriate return instructions.

We will cover applicable reasonable return-shipping costs or arrange another appropriate remedy according to the circumstances and applicable law.

Voluntary Returns for Non-Quality Reasons

For voluntary returns involving:

• A change of mind

• Personal preference

• Ordering an incorrect size

• Selecting an incompatible accessory

• Purchasing a product that is no longer needed

• Another non-quality-related reason

the customer is responsible for return-shipping costs.

For example, if a customer orders a reflector dome that does not match the dimensions of their heater and the item was supplied correctly as described, the request will generally be treated as a voluntary non-quality return.

However, if Snaggo supplied the wrong reflector or materially inaccurate product information caused the issue, we will review the matter as a seller-responsibility concern.

Original Shipping Charges

For a voluntary non-quality return, the original US$2.99 standard shipping charge, where paid, is generally non-refundable.

If the original order qualified for free shipping, no original standard shipping charge was paid for that eligible shipment.

For seller-responsibility returns, original shipping charges will be handled as appropriate under the circumstances and applicable law.

Nothing in this section limits any refund or remedy required by law.

6. Return Packaging and Tracking

Please package returned products carefully to reduce avoidable damage during transportation.

Different patio heater accessories require different packaging considerations.

Small Replacement Components

Igniter kits, thermocouples, control knobs, screws, nuts, and washers should be securely contained to prevent loss or damage during transit.

Metal Heater Components

Reflector domes, emitter screens, and mounting brackets should be protected against bending, scratching, crushing, or other avoidable transportation damage.

Protective Covers

WeatherGuard covers should be returned clean, dry, and appropriately folded or packed.

Where applicable, include the original straps, closures, drawstrings, and other supplied accessories.

Wheel and Base Accessories

Wheel assemblies, mounting brackets, base weight sections, and related hardware should be packed to prevent movement and damage inside the shipping box.

Tracking and Shipping Evidence

Where you arrange and pay for return shipping, we recommend using a trackable service.

Please keep:

• Your return shipping receipt

• Tracking number

• Proof of dispatch

• Any relevant carrier confirmation

If Snaggo arranges the return shipment, please follow the instructions provided by our customer support team.

Only send products to the authorized return address supplied for your request.

7. Products That May Not Qualify for Voluntary Return

Unless a product arrives damaged, defective, incorrect, or qualifies for another remedy under applicable law, certain items may not be eligible for a voluntary return.

Examples include:

• Products materially used beyond what is reasonably necessary for inspection

• Components installed and operated in a patio heater

• Products modified after delivery

• Thermocouples that have been cut, bent, or altered

• Control knobs modified to fit an incompatible shaft

• Reflector domes drilled or reshaped after delivery

• Emitter screens damaged by improper installation or use

• Protective covers substantially stained, altered, or damaged after delivery

• Wheel kits or base weight sections damaged through improper handling after delivery

• Hardware kits returned with essential components missing

• Products damaged through improper cleaning, storage, maintenance, or use

• Items subject to a lawful return restriction clearly disclosed before purchase

• Items specifically marked as final sale where permitted by law

The absence of original packaging alone does not automatically eliminate any legal remedy where applicable law provides otherwise.

These conditions do not prevent valid claims involving original defects, delivery damage, incorrect products, missing components, or other matters protected by applicable law.

8. Exchanges and Replacements

If you purchased an accessory that does not match your needs, you may contact us to discuss the available options.

For example, you may need:

• A different protective cover size

• A replacement knob with another shaft configuration

• A different reflector dimension

• A compatible thermocouple specification

• A wheel kit with suitable mounting dimensions

• A different hardware configuration

Where appropriate, one option may be to return an eligible original product and place a new order.

Direct exchanges depend on:

• Product availability

• Inventory levels

• Return eligibility

• Product compatibility

• The nature of the request

• Applicable law

If a product arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days after delivery to assist with prompt review.

Any replacement or exchange will be handled according to the circumstances and applicable legal requirements.

Mandatory consumer remedies remain unaffected by product availability or the conditions of our voluntary exchange program.

9. Return Inspection

After an authorized return reaches the designated return destination, it may be inspected.

The inspection may consider:

• Whether the returned item matches the original order

• Whether all required components are included

• Whether the item remains in substantially its original condition

• Whether the product has been installed or materially used

• Whether the item has been altered

• Whether damage occurred after delivery

• Whether the voluntary return conditions are satisfied

For Snaggo products, inspection may involve checking the condition of metal fittings, ignition components, fabric covers, brackets, mounting hardware, wheels, and other supplied parts.

We will notify you of the inspection outcome.

For a voluntary non-quality return, a materially used, modified, damaged, or incomplete product may be declined or subject to an appropriate deduction where permitted by law.

No deduction should be imposed for a loss of value caused by an original defect, delivery damage, an incorrect item, missing components attributable to Snaggo, or another seller-responsibility issue.

10. Refunds

When a refund is approved, it will generally be issued to the original payment method used for the purchase.

Refund Processing Time

For authorized returns, approved refunds are generally submitted within 5–10 business days after the returned product has been received and inspected.

This is the period for submitting the approved refund, not a guarantee of the date the funds will appear in your account.

After we submit a refund, your bank, credit-card issuer, payment provider, or other financial institution may require additional time to process the transaction.

The date when funds become available may therefore differ from the refund submission date.

Any currency conversion differences, foreign transaction fees, or banking charges imposed by third parties may be outside our control, subject to applicable law.

For approved cancellations or cases resolved without a physical return, the applicable refund will be handled according to the circumstances and legal requirements.

If Your Refund Has Not Arrived

If more than 15 business days have passed since we confirmed your refund was approved and you have not received the funds:

1. Check your original payment account.

2. Contact your bank or payment provider to ask whether the refund is pending.

3. If the funds are still missing, contact us at service@snaggo.store.

Please provide your order number and any available refund confirmation details.

We will review the available information and assist with the inquiry.

11. Partial Refunds

Where permitted by applicable law, a partial refund or other appropriate adjustment may be considered when the value of a product has been materially reduced after delivery during circumstances associated with a voluntary non-quality return.

Examples may include:

• Use beyond what is reasonably necessary for inspection

• Damage occurring after delivery

• Missing accessories or components

• Unauthorized alterations

• Improper installation or removal

• Improper cleaning or storage

• Returning a product in a materially different condition

For example, a hardware kit returned with missing screws or a protective cover damaged after delivery may require additional review.

Any adjustment will depend on the product's condition, the circumstances, and applicable law.

A deduction will not be applied for loss of value caused by an original product defect, transportation damage, fulfillment error, or another issue attributable to Snaggo.

Nothing in this section restricts mandatory statutory remedies.

12. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Email: service@snaggo.store

Cancellation requests should be submitted within 48 hours after placing the order.

Submitting a request within this period does not guarantee that cancellation will be possible.

Orders may enter payment confirmation, processing, packaging, fulfillment, or shipment before a cancellation request is reviewed.

Once processing or shipment has progressed sufficiently, we may be unable to stop or modify the order.

Our standard order processing time is 1–2 business days, excluding weekends and public holidays. Additional details are available in our Shipping Policy.

If an order is successfully cancelled before shipment after payment has been collected, the applicable refund will generally be returned to the original payment method.

Once an order has shipped, a cancellation request will generally need to be handled under our return procedures, subject to applicable law.

Mandatory cancellation and withdrawal rights remain unaffected.

13. Refused, Unclaimed, or Undeliverable Packages

Customers are responsible for providing accurate and complete shipping information and for receiving or collecting orders where necessary.

A shipment may become undeliverable or be returned to the sender because of:

• An incorrect delivery address

• An incomplete address

• Failure to collect a package

• Refusal of delivery

• Repeated unsuccessful delivery attempts

• Incorrect recipient information

• Other recipient-related delivery circumstances

If your package is returned or cannot be delivered, please contact us.

We will review the shipping records and relevant circumstances.

For delivery failures attributable to the customer, an approved refund may exclude applicable non-refundable shipping costs or additional carrier charges where permitted by law.

If the delivery issue resulted from an error attributable to Snaggo, we will review the situation and provide an appropriate resolution.

International Customs and Import Charges

For eligible international orders, import duties, import taxes, VAT, customs charges, or similar government-imposed fees may apply.

Unless otherwise stated at checkout or required by applicable law, customers are generally responsible for such destination-country charges.

If an international shipment is refused or returned because of unpaid customs charges, we will review the available options and any applicable carrier costs according to the circumstances and applicable law.

No provision in this section overrides a responsibility assigned to Snaggo by mandatory law.

14. Lost Packages

If your tracking information stops updating for an unusual period or you believe your order may have been lost, please contact our customer support team.

Email: service@snaggo.store

Please provide:

• Your order number

• Available tracking information

• The shipping address associated with your order

• A brief explanation of the issue

We may review carrier tracking records, delivery scans, shipping information, and investigation results.

If a shipment is confirmed lost before delivery, an appropriate resolution may include replacement or refund, depending on the circumstances and applicable law.

A package marked as delivered may require further review before an appropriate remedy can be determined.

Where the law places responsibility for delivery on Snaggo, that responsibility will not be excluded by a carrier's tracking status alone.

15. Bundles, Promotional Items, and Gifts

From time to time, Snaggo may offer promotional packages, bundled accessories, or other purchase-related benefits.

For example, a qualifying promotion may involve multiple compatible heater accessories purchased together.

If an eligible voluntary return involves an entire bundled order, any related promotional items may also need to be returned where the original offer terms require it.

Where permitted by law, failure to return a required promotional item may affect the amount of a voluntary refund if the promotional terms clearly disclosed that condition before purchase.

Any adjustment will be determined according to the terms of the relevant promotion and applicable law.

This section does not reduce rights or remedies for products that were damaged, defective, incorrect, or incomplete when supplied.

16. Return Fraud and Abuse

Snaggo may review a return or refund request more closely where there is reasonable evidence of fraudulent or abusive activity.

Examples may include:

• Returning a product different from the one purchased

• Providing falsified return documents

• Submitting intentionally misleading photographs

• Deliberately damaging a product to obtain compensation

• Making fraudulent payment claims

• Repeated intentional misuse of the return process

• Misrepresenting missing components or delivery circumstances

• Other conduct reasonably indicating fraud

We may request relevant supporting information where reasonably necessary.

Any decision will depend on the circumstances and applicable consumer-protection requirements.

This section does not prevent legitimate returns, valid product complaints, or the exercise of mandatory consumer rights.

17. Mandatory Consumer Rights

The 30-day return period described in this policy is a voluntary store benefit.

It does not replace, reduce, or eliminate mandatory rights available under applicable consumer-protection laws.

Depending on the law governing your purchase, you may have additional rights involving:

• Products that arrive defective

• Products damaged before or during delivery

• Incorrect or non-conforming products

• Missing components

• Repairs or replacements

• Refunds

• Order cancellation or withdrawal

• Other statutory remedies

The 7-day reporting period for damaged, incorrect, or incomplete orders is intended to support timely investigation.

It does not remove statutory protections that remain available after that period.

Likewise, the conditions governing unused products, packaging, return shipping, inspection, and refund adjustments must not be applied in a way that unlawfully restricts mandatory consumer remedies.

If any part of this policy conflicts with a mandatory legal requirement, the applicable law will prevail to the extent required.

18. Policy Updates

We may revise this Return and Refund Policy from time to time to reflect changes in:

• Product collections

• Store operations

• Customer-service procedures

• Shipping and return arrangements

• Refund processes

• Applicable laws

• Other relevant business circumstances

When this policy is updated, the Effective Date at the beginning of the page will be revised.

The policy applicable to an order will generally be the version in effect when the order was placed, unless applicable law requires otherwise.

We encourage customers to review this page when making a purchase or requesting a return.

19. Contact Us

For assistance with a return, replacement, exchange, damaged product, missing component, cancellation, delivery concern, or refund, please contact Snaggo.

Brand: Snaggo

COMPANY NAME: Bangchongshi (Shanghai) International Trading Co., Ltd.

COMPANY ADDRESS: Room 01J, Area A, 2nd Floor, Building 7, No. 955 Liuxiang Road, Jiading District, Shanghai, China

Postal Code: 201802

Country/Region: China

Email: service@snaggo.store

Contact Phone Number: +1(417)766-1662

Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time

Snaggo is owned and operated by Bangchongshi (Shanghai) International Trading Co., Ltd.

When contacting us about an existing order, please include your order number whenever possible.

For returns, always obtain the applicable authorization and return address before dispatching the product.

Snaggo

A Little More Warmth, A Lot More to Remember.

Practical replacement parts, protective covers, and thoughtful accessories for everyday outdoor heater care.