As a small, locally owned business we appreciate you choosing to shop at Snow Central. We have a 30 day 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, we do not accept the return of discounted items for change of mind or incorrect size so be sure to purchase correctly. In these instances we won’t be able to accept returns unless the product is faulty under warranty.
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.
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 Snow Central’s Returns and Exchanges form and send back to the 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 Snow Central’s returns/exchanges form and a pre-paid, pre-addressed satchel so that we can post it straight back to you. Please take note of both tracking numbers for your records.
- 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.
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
Snow Central 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 or the size you purchased does not fit).
- Unless the fault 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.
- If you find the same item at a cheaper price elsewhere or no longer want it.
- The item/s were on sale unless there is a warranty fault with the item
- The sizing or fit is incorrect. (In this circumstance we will exchange or give a store credit)
If you believe a product has a warranty fault simply:
- Contact the store to discuss the warranty issue
- Complete a copy of Snow Central’s Returns and Exchanges form and return back to the store. 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 warranty will be sent to the manufacturer for processing and resolution. Please note that the resolution for a warranty can be either a repair, replace or refund decided by the manufacturer. Refunds are always processed to the original method of payment at the time of purchase. Please also allow 3-5 business days for your financial institution to process the funds back into your account after a refund has been sent.
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 info@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 info@snowcentral.com.au who will work with you to resolve the problem as quickly as possible.
