SnowyHome Return and Refund Policy

Last updated: 10 October 2026

At SnowyHome, we offer a 30-day return guarantee on eligible purchases from www.shopsnowyhome.com.

This policy explains how to request a return, who pays return shipping and how refunds are handled. For assistance, email snowyhome.help@gmail.com.

1. Our 30-Day Return Guarantee

You have 30 calendar days after receiving your order to notify us that you would like to return an eligible item.

If items from the same order arrive in separate deliveries, this period begins the day after you receive the final item.

You may request a return because you have changed your mind or the item is unsuitable, subject to the conditions and exclusions below. You do not need to provide a reason for a change-of-mind return.

The 30-day period is the deadline for notifying us. Your parcel does not have to arrive back with us within those same 30 days.

This guarantee is additional to your statutory rights. It does not create a 30-day limit on claims concerning faulty, damaged, misdescribed or undelivered goods.

2. Condition of Returned Items

For a change-of-mind return, please return the item complete, with its accessories and supplied components.

You may unpack and reasonably inspect an item to assess its nature, characteristics and operation. Please avoid continued use, washing, alteration or handling beyond what is necessary for that inspection.

Use the original packaging where possible. If it is unavailable, use suitable protective packaging. Missing original packaging does not automatically remove a statutory return right.

Where legally permitted, a refund may be reduced to reflect an actual loss in value caused by handling beyond reasonable inspection. We will explain any proposed deduction and its basis.

Damage caused by misuse, accidental damage after delivery or unauthorised alterations is not covered as a product fault under our voluntary guarantee. Your statutory rights remain unaffected.

3. How to Request a Return

Email snowyhome.help@gmail.com with:

• Your order number or other proof of purchase

• The name or email address used for the order

• The item or items you wish to return

• Details of any fault, damage or incorrect item, where relevant

Photographs can help us assess a problem, but they are not an automatic requirement for exercising your statutory rights.

We will provide the appropriate return instructions and destination.

Please contact us before posting a return. The sender’s address on your parcel may belong to a supplier or dispatch centre and may not be the correct return address.

Our return process helps route your parcel correctly. It does not make a statutory cancellation dependent on our approval.

4. Sending Your Return

Please send the item back within 14 calendar days after notifying us of your return, unless we agree to collect it or provide a longer period.

If a delay in our instructions prevents you from returning an item on time, we will extend the deadline under our voluntary guarantee accordingly.

Pack the item securely and include your order number inside the parcel. Keep your proof of postage. A tracked service is recommended, especially for international or higher-value returns.

5. Return Shipping Costs

Change-of-Mind Returns

You are responsible for the direct cost of return postage and suitable packaging when returning an eligible item because you changed your mind, provided this responsibility was disclosed before purchase.

If we expressly offer free returns for your purchase, that offer applies.

International return postage may cost more than domestic postage. Any overseas return destination must be made clear before purchase. Where an item cannot normally be returned by post, any required estimate of return costs will also be provided before purchase.

Faulty, Damaged or Incorrect Items

If a return is required because an item is faulty, arrived damaged, was incorrectly supplied or does not match its description, SnowyHome will arrange or cover the necessary reasonable return shipping costs.

Please contact us before paying for return postage so we can arrange an appropriate method.

Restocking Fees

We do not charge a restocking fee.

Any lawful deduction for a reduction in an item’s value will be assessed individually and explained to you.

6. Damaged, Faulty or Incorrect Items

Please contact snowyhome.help@gmail.com promptly if your order arrives damaged, contains an incorrect item or develops a fault.

Include your order number and a description of the issue. Photographs of the item, shipping label or packaging may help us investigate.

We will assess the problem and provide the refund, repair, replacement or other remedy required by applicable law. We will not require you to accept an exchange or store credit where you are legally entitled to a refund.

You do not need to retain the original packaging to report a faulty item. The expiry of our 30-day voluntary return period does not end any longer statutory protection.

7. Exceptions to Change-of-Mind Returns

Where applicable and clearly disclosed before purchase, the following are excluded from our voluntary change-of-mind guarantee:

• Products made to your specifications or clearly personalised

• Perishable products that deteriorate or expire quickly

• Sealed goods unsuitable for return for genuine health or hygiene reasons once unsealed

These exclusions apply only where relevant to the product and permitted by law. They do not remove rights concerning faulty or misdescribed goods.

Ordinary sale items, discounted products and seasonal or Christmas products are not excluded solely because they were discounted or purchased for a particular season.

8. Refund Amounts

For an eligible return, we will refund the amount you actually paid for the returned item, including any applicable tax we collected, subject only to lawful deductions.

If a discount was applied, the refund will reflect the discounted amount paid.

When you return an entire order under this policy, we will also refund any original standard delivery charge. For a change-of-mind return, the additional cost of an optional express upgrade is not normally refunded unless required by law or expressly agreed.

For a partial return, any refund of the original delivery charge will depend on the remaining order and applicable legal requirements.

We will not retrospectively charge standard shipping simply because a return reduces an order that originally qualified for free standard shipping.

Any broader entitlement to delivery-cost reimbursement for faulty goods, failed delivery or a service we did not provide remains unaffected.

9. Refund Processing

Refunds will be issued to the original payment method, unless you expressly agree to another lawful method without additional charges.

For eligible change-of-mind cancellations under this policy, we will issue reimbursement without undue delay and ordinarily within 14 calendar days of receiving your cancellation notice.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the returned items or you provide evidence that they have been sent back, whichever happens first. If the 14-day period has already expired by then, we will issue reimbursement without undue delay once that condition is met.

Any different or shorter mandatory deadline applicable to your claim takes priority.

We will notify you when the refund has been issued. Your bank or payment provider may take additional time to display the credit.

If you cannot locate a refund after the provider’s stated processing period, email us with your order number so we can check its status.

10. Exchanges

If you would prefer another size, color or product, contact us to discuss availability.

An exchange is subject to stock availability and agreement on any price difference. Alternatively, you may return an eligible item for a refund and place a separate order.

We will not substitute a materially different product without your agreement.

Where a replacement is a remedy for faulty or incorrectly supplied goods, we will handle it under your applicable consumer rights.

11. Cancelling Before Delivery

To request cancellation before your order arrives, email snowyhome.help@gmail.com as soon as possible.

We will try to stop fulfilment or dispatch. If the parcel has already entered the shipping process, we may be unable to physically intercept it.

Dispatch does not remove a cancellation right provided by law. We will explain any necessary return arrangements.

If we cancel because we cannot supply your order, we will refund the amount paid for the cancelled goods and applicable delivery charges within the required timeframe.

12. Missing or Undelivered Orders

An order that has not arrived is handled as a delivery issue. You do not need to submit a return for goods you never received.

Contact us if your parcel is missing, significantly delayed or marked delivered when you have not received it. We will investigate and provide the remedy required in the circumstances.

We will not allow a supplier or carrier investigation to extend a statutory refund deadline.

Please also refer to our Shipping Policy for delivery arrangements and assistance with missing parcels.

13. Your Statutory Rights

Our 30-day return guarantee is a voluntary benefit and does not replace mandatory consumer protections.

Where UK or EU distance-selling rules apply, consumers generally have a separate 14-day right to cancel most online purchases without giving a reason, subject to legal exceptions.

Rights concerning faulty goods, product conformity and non-delivery may continue beyond our voluntary return period.

If this policy conflicts with a mandatory consumer protection applicable to your purchase, that protection takes priority.

14. Contact SnowyHome

For returns, refunds, exchanges or cancellation requests, contact:

Email: snowyhome.help@gmail.com

Website: www.shopsnowyhome.com

Business operator: AUT, trading as SnowyHome

Please include your order number so we can identify your purchase.