Returns Policy
We cannot accept returns and exchanges on helmets due to safety standard concerns.
As a small, family owned business we appreciate you choosing to shop at Snowcentral. We have a 30 day Australia wide shipping returns/exchange policy for all online and instore purchases, provided they meet the criteria below and items are unworn, in the state you received them, and in the original packaging.
However, there are no returns on sale items for change of mind so be sure to purchase correctly. In these instances we won’t be able to accept returns unless the product is faulty under warranty or the incorrect item was received.
If you are unsure about sizing please contact our friendly staff on (07) 3855 4000 before making a purchase.
A few things to be mindful of when returning or exchanging..
– The tags are just as important as the items themselves, so please do not alter or tamper with it in any way. Do not attach shipping forms, tape or mark the item. Doing so can result in your return being rejected.
– We are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you do wear socks and test them out on carpet, especially on lighter colour shoes for precautionary reasons.
– We recommend you send your parcel via Registered Post. This ensures the parcel is assigned a tracking number so we can safely track your return parcel’s journey back to us.
– We reserve the right to refuse a return if the policy has not been adhered to.
– The customer is responsible for all shipping fees on returned and exchanged items that do not meet the guidelines of our returns policy.
If you are unsure please contact the store to discuss eligibility of a return on 07 3855 4000.
Exchanges
We understand clothing & shoe sizing can vary. There is no universal size guide, every model or make is different.
If the item you have purchased doesn’t fit, an exchange to the correct size won’t be a problem. Simply return your incorrect sized item to us unworn, in its original condition within 30 days from the date of dispatch. You can also opt for a store credit.
To return for an exchange in size:
- Complete a copy of Snowcentral’s Returns and Exchanges form found in your parcel back to the Keperra store with your unworn, undamaged goods for exchange. Please ensure your exchange adheres to our returns/exchanges policy.
- Pack up your unworn items into a package. Enclose a copy of Snowcentral’s returns/exchanges form and a pre-paid, pre-addressed satchel so that we can post it straight back to you.
- Clearly mark the outside of the package with your order number to ensure prompt processing of your return.
- Drop the package off at your nearest post office for collection (we recommend returning to us via Registered Post).
Returns may take up to 2-4 business days to reach our store. Exchanges will be processed within 1-2 business days from the day we receive the returned items. Once the exchange has been processed and dispatched from our store, the customer will receive an email notification with tracking details.
Should the size you request for an exchange not be available, we will be happy to provide you with a store credit. The customer is responsible for all shipping costs associated with the exchange of products.
Refunds
Snowcentral will provide a refund if there is a manufacturing fault with a product.
We will not provide a refund if:
- You cannot supply proof of purchase.
- The customer simply changes their mind. (e.g. Your snow holiday has been cancelled).
- The goods have been damaged after the purchase, unless the damage is a result of the normal, recommended use of the goods. Please note: this may be covered by warranty and the goods may be repaired.
- Found the same item at a cheaper price elsewhere or no longer want it.
- On sale items unless there is a fault with the item
- The sizing or fit is incorrect. (In this circumstance we will exchange or give a store credit)
If you fit the requirements to return for a refund simply:
- Complete a copy of Snowcentral’s Returns and Exchanges form found in your parcel and return back to the Keperra store with your unworn, undamaged goods. Please ensure your return item adheres to our returns policy.
- Clearly mark the outside of the package with your order number to ensure prompt processing of your return.
- Drop the package off at your nearest post office for collection (we recommend returning to us via Registered Post).
Returns may take up to 2-4 business days to reach our store. Once we have received the return, your refund will be processed in 1-3 business days. Refunds are always processed and credited to the original method of payment at the time of purchase (Direct Deposit or PayPal). Please also allow 3-5 business days for your financial institution to process the funds back into your account.
A refund will not be processed if the goods returned do not comply with our Returns Policy.
Faulty Items
We aim to provide our customers with products of the highest standard and quality. However, if you have received an item with a defect, please contact our team at keperra@snowcentral.com.au, so they can guide you through the returns process and help resolve the problem as swiftly as possible. Please note, we may ask you for a photo showing the defect/fault, which will speed up the returns process for you.
Wrong Item Received
If you have received an item different to the one you ordered, please contact our team at keperra@snowcentral.com.au who will work with you to resolve the problem as quickly as possible.
