Returns & Exchanges

Returns Policy

We’re not happy until you’re 100% satisfied with the items you have ordered. Snowcentral has a 30 day Australia wide shipping returns/exchange policy for all online purchases, provided the items are unworn, in the state you received them, and in the original packaging. However, there are exclusions when we hold final sales, 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.

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. Please drop your return off at any Australia Post office.

– 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 items that do not meet the guidelines of our returns policy.

Exchanges

We understand clothing & shoe sizing can be really confusing, even for us at Snowcentral. 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.

To return for an exchange in size:

  1. Complete a copy of Snowcentral’s Returns and Exchanges form found in your parcel back to the Underwood store with your unworn, undamaged goods for exchange. Please ensure your exchange adheres to our returns policy.
  2. Pack up your unworn items into a package. Enclose a copy of  Snowcentral’s returns form and a pre-paid, pre-addressed satchel so that we can post it straight back to you.
  3. Clearly mark the outside of the package with your order number to ensure prompt processing of your return.
  4. 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.

Please note that all exchanges which were ordered using the express shipping service will have their exchange returned using our standard method of delivery, if express delivery is required the customer will incur extra charges. Should the size you request for an exchange not be available, we will be happy to provide you with a full refund. Please refer to our refunds process if this is the case. The customer is responsible for all shipping costs associated with the exchange of products

Refunds

Snowcentral will provide a refund if there is no suitable alternative for the customer (ie. no larger size).

We will not provide a refund if:

  1. You cannot supply proof of purchase.
  2. The customer simply changes their mind.
  3. 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.
  4. Found the same item at a cheaper price elsewhere

If you fit the requirements, to return for a refund, simply:

  1. Complete a copy of Snowcentral’s Returns and Exchanges form found in your parcel back to the Underwood store with your unworn, undamaged goods for exchange. Please ensure your exchange adheres to our returns policy.
  2. Pack up your unworn items into a package. Enclose a copy of  Snowcentral’s returns form and a pre-paid, pre-addressed satchel so that we can post it straight back to you.
  3. Clearly mark the outside of the package with your order number to ensure prompt processing of your return.
  4. 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 [email protected], 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 [email protected] who will work with you to resolve the problem as quickly as possible.