Please note: this policy forms part of our Terms of Service of sale of all items available for purchase on this website.
We understand that it can be tricky business buying clothes for your child so if you do need to return or exchange any part of your order, we’re here to make it as simple as possible.
The first step is always to contact us at firstname.lastname@example.org to lodge a Returns/Exchanges/Refunds claim within 7 days of receiving your order. This will provide you with the unique (Return Merchandise Authority) that is required to process your return or exchange. We need the RMA to process your return. Any change of mind return that does not contain an RMA will be returned to sender, at your cost.
We will always aim to respond to you within 2 business days of you notifying us and process any Returns/Exchanges/Refunds within 2 business days after we receive your returned item. An email confirmation will be sent once the returning product has been processed. Refunds to the original method of payment may take up to 5 business days following the Returns approval, depending on your payment facility.
The products are your responsibility until they reach our warehouse, so please ensure that any products that are being returned are clearly addressed and protected from damage in transit. Unidentified returns may be returned to the sender, therefore please ensure all details are clear. We recommend using a trackable postage service (such as Australia Post Parcel Post or Express Post). You may want to use a postal service that insures you for the value of the items you are posting. Unfortunately, SnowKids cannot be responsible for lost parcels being returned.
Please continue to read our returns policy below closely to ensure that you are eligible for a refund, exchange or store credit.
1. Simply email us at email@example.com to lodge a request within 7 days of receiving your order and include:
- your contact details
- receipt number or proof of purchase of returning product(s)
- any supporting information for your claim
2. We’ll respond to you within 2 business days and send you a RMA form which MUST accompany the returning product for it to be processed. Failure to provide this form may mean that your product is ineligible for return and therefore refund/exchange.
3. Package your product carefully with the RMA form and return within 7 days from Returns lodgement date. You will need to cover the cost of return postage.
Our Returns address is
PO BOX 8118
Kooyong VIC 3144
Change of mind refunds will be processed as a Returns item first.
We appreciate that third party facilities like AfterPay and PayPal provide added flexibility for consumers, however, when processing a Refund, there are merchant transaction fees that are non-refundable. Merchant fees are fees charged to retailers by the relevant third-party provider such as AfterPay and Paypal when customers choose to use third-party services.
If you have elected to checkout with these providers and require a refund, please note that your refund will be the total cost of the returned product less the merchant fees applied to your return item. These merchant fees are fixed rates and are usually approximately 6% for AfterPay and 2.6% for PayPal^.
Please note that products will only be eligible for return if we are notified within 7 days of receiving your order and the products are returned to us in a re-sellable condition – meaning that the product is unworn, unwashed and in the same original packaging you received them in with the swing tags and any sticker labels still intact. This clause does not apply to products that do not meet a consumer guarantee to which you are entitled.
We are unable to process any refunds until your returned product is received and has been inspected by us. We will email you within 2 business days to notify you of the approval of your returns. Refunds to the original method of payment may take up to 5 business days following the Returns approval, depending on your payment facility.
^ correct as of 1 December 2019, however, as per AfterPay and PayPal terms and conditions, may be subject to change without notice. These rates will therefore be passed down to customers seeking a refund.
Please consider your purchase of Sale products carefully as SnowKids does not offer exchanges or change of mind refunds on sale products. We are happy to offer you store credit instead.
Please note that sale products will only be eligible for return if we are notified within 7 days of receiving your order and the products are returned to us in a re-sellable condition – meaning that the product is unworn, unwashed and in the same original packaging you received them in with the swing tags and any sticker labels still intact. This clause does not apply to products that do not meet a consumer guarantee to which you are entitled.
We are unable to process any store credit returns on sale products until your returned product is received and has been inspected by us. We will email you within 2 business days to notify you of the approval of your sale product returns.
SnowKids store credit is valid for 12 months from the date of issue. Read more about SnowKids store credit on our Terms of Service pages.
In accordance with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), SnowKids will also exchange, refund or provide store credit if the product is faulty, or different to that shown or described.
Any exchanges due to a Faulty product will be subject to availability. If this is your preference and we do not hold stock of the same type or size of the item, we will be more than happy to offer you a full refund of the purchase price of the faulty product (less any relevant Shopify, AfterPay or Paypal merchant fees) or store credit to the same value of your original faulty product.
Please note that you are required to inform us of any fault with the goods in the period from delivery until the fault or problem would reasonably be expected to appear. Based on the nature of our products, we estimate this period to be 7 days from the receipt of delivery confirmation from the delivery service used.
Products damaged from wear and tear are not considered faulty. Clear photographs and description of the fault will be required in your faulty product claim
You will need to cover the cost of return postage, however, this will be refunded to you in full on approval of the faulty product Return and a receipt for postage.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, which forms Schedule 2 to the Competition and Consumer Act 2010 (Cth) (ACL).
If you are an Australian consumer for the purposes of the ACL, you are entitled to replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in these terms excludes any right, guarantee or warranty you’re entitled to by law, however we do exclude all other guarantees, conditions and warranties to the maximum extent permitted by law. We also specifically exclude liability for negligence.
Wherever possible, our liability for breach of any condition, warranty or guarantee is limited, at our option, to:
1. replacement of the product;
2. repair of the product;
3. payment of the cost of having the product repaired;
4. or such other fair and reasonable remedy as we are ready and willing to provide.
We won’t be liable for any consequential loss or damage or other direct or indirect loss or damage, except where we are unable to limit or exclude such loss under the ACL.
If for any reason the ACL doesn’t apply to an order you place with us (for example, if you purchase the product for re-sale with our authorization or if you are purchasing from outside Australia), then we exclude all liability to you and we’ll only refund an order placed in accordance with this policy or as otherwise as agreed in writing.
To make an ACL-related claim, please see the Faulty Products section of this policy.