Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.


To start a return, you can contact us at info@drysnake.com. Please note that returns will need to be sent to the following address: 1870 Boulevard Maloney Est, Gatineau Québec J8R 3Z4, Canada

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@drysnake.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (any order that has been personalized cannot be refunded).

Order Modifications & Customer Selection Errors

To provide the best possible experience, we absorb standard initial shipping costs on our bags. However, when an order selection error occurs on the customer's part (e.g., wrong model, incorrect color, unwanted options), a flat processing fee applies to cover the exchange logistics (return and reshipping):

  • Before Shipping: If you notice an error in your order details, please contact us right away at info@drysnake.com. If your order has not yet been processed or packaged, we will make the adjustment at no extra charge.

  • After Processing or Shipping: For any exchange resulting from an order selection error, we will provide you with a prepaid return shipping label. The following flat fees will apply to cover the item return : 

    • Canadian Orders: $30 CAD flat fee

    • U.S. Orders: $50 CAD flat fee

    • International Orders (Outside Canada & U.S.): Return label and reshipping costs will be charged at the actual carrier rate.

  • Item Condition: To be eligible for an exchange, returned items must be unused, in brand-new condition, and in their original packaging.

Orders within Canada and the United States

All orders delivered within Canada and the U.S. are covered by our standard satisfaction policy:

  • Returns & Refunds: You have 60 days from the date of purchase to return a product for a full refund. (exception may apllied) 

  • Repair Warranty: All products are covered by a 360-day warranty against breakage and manufacturing defects.

International Orders (Outside Canada and the U.S.)

As of April 28, 2026, the following conditions apply to all orders placed outside of Canada and the United States:

  • Return Policy: These orders are not eligible for the 60-day return and refund policy. All international sales are final.

  • Repair Warranty: International customers still benefit from our 360-day breakage repair policy. If your product breaks or shows a defect during this period, please contact us to discuss repair arrangements.

  • Policy Updates: We are currently reviewing our international processes to see how we can better serve our global customers. Please note that we are working on updates regarding our international warranty coverage.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@drysnake.com.