Returns & exchanges
Snowbiz is committed to you being fully satisfied with your purchases. If for any reason you would like to return something from your order for a refund or exchange, please make sure the product is unused, in re-sellable condition with all tags still attached and in its original packaging, and return the items to us by Recorded Delivery within 7 days of delivery.
Snowbiz cannot accept responsibility for items that are not returned to us by Recorded Delivery.
When returning a parcel for any reason, please include a note that clearly states your name, order number and reason for return. Failure to so could prevent our Returns Department dealing with your order correctly and in a timely fashion.
If you are returning an item for exchange or refund, you will have to pay for the return delivery. No delivery costs will be refunded.
Free delivery orders:
In the case of a free delivery order being returned to us for a refund for any reason other than faulty items, £6.95 will be deducted from the total amount to cover shipping costs.
Please send the return/exchange to:
35 Benwick Road Industrial Estate
Upon inspection of the returned item, Snowbiz will issue a full refund to the card or PayPal account used for the purchase less the original delivery charge. Any used items will be denied a refund and returned to the customer at his/her expense. If an item has been purchased in a sale or promotion, you will only be refunded the price you paid for the item at the time of purchase. Warranty items are subject to inspection and only eligible for repair, replacement or disposal.
Change or cancel an order
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Service Department by email at firstname.lastname@example.org as soon as possible, as we may have already packaged your order. Please quote your order number and order date. If your order has left our warehouse and is in transit you will be required to still take delivery of this item and to return it to us, as we cannot reroute deliveries that are in transit.
Items sent in error
If the items you have received are not what you ordered, please contact our Customer Service Department by email at email@example.com as soon as possible. Upon safe receipt of the item we will dispatch the correct item to you. Please retain the return postage receipt as proof of cost incurred and ensure the packaging and insurance is sufficient for the return journey, as all goods remain your responsibility until received safely back to us, regardless of the reason they are being returned. If returned goods are not sufficiently packaged and as a result are damaged on return these items will be charged for in full.
If your purchased item is found to be damaged or faulty, please e-mail our Customer Service Department immediately on firstname.lastname@example.org as faulty items must be reported within 72 hours of delivery. You will be required to return the item to us and, where necessary, we will send it to the manufacturer for inspection. If the item is deemed to be faulty by us/the manufacturer, we will replace the item or refund the item in full, along with all return postage costs incurred. Please retain the return postage receipt as proof of cost incurred and ensure the packaging and insurance is sufficient for the return journey.
Items damaged in transit
If your item is damaged in transit, please contact our Customer Service Department immediately as all damages must be reported to us within 24 hours of the item’s receipt. We may ask you to email us a digital picture of the damage as this may avoid the item having to be collected. If an insurance claim has to be made, all packaging must be retained for inspection also. Once the damage has been confirmed, we will send a replacement item.
Nothing described in our Returns policy will affect your statutory rights.