Returns/Exchanges/Refunds

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 hello@snowkids.com.au to lodge a Returns/Exchanges/Refunds claim within 7 days of receiving your order. This will provide you with the unique RMAN (Return Merchandise Authority Number) that is required to process your return or exchange. We need the RMAN to process your return. Any change of mind return that does not contain an RMAN will be returned to sender, at your cost. 

If these above conditions are not met, store credit may be provided instead of a refund.

We will always aim to respond to you within 4 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.

It is your responsibility to 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 strongly recommend that you use a recorded/insured delivery service and that you keep a copy of your courier’s tracking number for your follow up.

Please continue to read our returns policy below closely to ensure that you are eligible for a refund, exchange or store credit.

We totally get it! We’re happy to exchange your non-sale item and we’ll even ship it to you for free! This is subject to availability of the product you would prefer. If this product is no longer available by the time your Returned product arrives back at our warehouse, store credit or a refund may be offered to you. In some cases, we may even be able to hold your preferred product for you! **

We are unable to process any Exchanges until your returned product is received and has been inspected by us. Please note that products will only be eligible for a return or exchange if they 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.

It is your responsibility to ensure that any products that are being returned are clearly addressed and protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund/exchange/store credit refused. Unidentified returns may be returned to the sender, therefore please ensure all details are clear. We strongly recommend that you use a recorded/insured delivery service and that you keep a copy of your courier’s tracking number for your follow up.

**Items will only be held subject to availability and for no more than 7 days after the request of Exchange is lodged by the customer.

To return a standard product for Exchange, lodge your Return:

Simply email us at hello@snowkids.com.au to lodge an Exchange and include your contact details, receipt number or proof of purchase of product(s) to be exchanged the details of the product you would like to have exchanged for

We will respond to you within 4 business days.

Package and return within 3 days from Exchange lodgement date:

1. The original product in its original packaging including swing tags and product labels.

2. The unique Return Merchandise Authority Number (RMAN) provided to you in your initial Exchange claim response email.

You must forward the tracking details of the package within 3 days from your Exchange lodgement date to complete your Exchange lodgement. Failure to do so may result in your reserved item being removed from reservation and store credit being offered instead.

You will need to cover the cost of return postage. However, we will ship your exchanged product to you for free!

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.

Change of mind refunds will be accepted within 14 days of delivery and returns notification and processed as a Returns item first. Outside of this time frame, store credit valid for 12 months will be offered.

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 they 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.

It is your responsibility to ensure that any products that are being returned are clearly addressed and protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund/exchange/store credit refused. Unidentified returns may be returned to the sender, therefore please ensure all details are clear. We strongly recommend that you use a recorded/insured delivery service and that you keep a copy of your courier’s tracking number for your follow up.

 ^ 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.

To return a standard product for Refund, lodge your Return:

Simply email us at hello@snowkids.com.au to lodge a Return claim and include your contact details, receipt number or proof of purchase of product(s) to returned for refund

We will respond to you within 4 business days.

Package and return within 3 days from Return lodgement date:

1. The original product in its original packaging including swing tags and product labels.

2. The unique Return Merchandise Authority Number (RMAN) provided to you in your initial Exchange claim response email.

You must forward the tracking details of the package within 3 days from your Exchange lodgement date to complete your Exchange lodgement. Failure to do so will result in store credit instead of the requested refund.

You will need to cover the cost of return postage. However, we will ship your exchanged product to you for free!

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 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.

Please note that products damaged from wear and tear are not considered faulty. 

To return a faulty product, lodge your Return:

Simply email us at hello@snowkids.com.au to lodge a Return claim and include your contact details, receipt number or proof of purchase of returning faulty product clear photographs and description of the fault

We will respond to you within 4 business days.

Package and return within 3 days from Returns lodgement date:

1. The faulty product in its original packaging including swing tags and product labels.

2. The unique Return Merchandise Authority Number (RMAN) provided to you in your initial Return claim response email.

You must forward the tracking details of the package within 3 days from your Returns lodgement date to complete your Returns lodgement. Failure to do so will result in store credit instead of any requested refund.

You will need to cover the cost of return postage, however, reasonable costs will be refunded to you in full on approval of the faulty product Return and a receipt for postage.

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.

Please consider your purchase of Final Sale products carefully as SnowKids does not offer exchanges or change of mind refunds on sale products.

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:

replacement of the product;repair of the product;payment of the cost of having the product repaired; orsuch 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 authorisation 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.