Refund policy

Refund & Returns Policy

Last updated: 15 September 2026

30-day returns

You have 30 days from the day your order is delivered to request a return. Returns must be requested first — email us at support@snowhollow.shop with your order number and we will send you the return address and instructions. Items sent back without contacting us first cannot be processed.

Changed your mind? Return shipping is paid by you

If you simply no longer want the item, you may return it within the 30-day window. Our products ship from our overseas fulfilment centre, and any change-of-mind return must be sent back to that fulfilment centre. The cost of return shipping is paid by the customer. Because the parcel travels internationally, that cost is often a significant share of the product price, so please take it into account before requesting a return.

Once the item reaches our fulfilment centre and passes inspection, we refund the price you paid for the product. Original shipping charges and optional add-ons (such as Shipping Protection) are not refundable.

Prefer to keep it? Partial refund instead

Because international return shipping is expensive, we can instead offer you a partial refund and you keep the product — nothing to pack, nothing to post. Email us and we will make you an offer. Most customers choose this option.

Damaged, faulty or incorrect items — we cover everything

If your order arrives damaged, faulty, or is not what you ordered, you pay nothing. Send us a photo or a short video within 30 days of delivery and we will send a free replacement or issue a full refund, whichever you prefer. In most cases you will not need to return anything.

Cancellations

You can cancel your order free of charge at any time before it is dispatched from our fulfilment centre. We dispatch quickly — usually within 1–2 business days — so please contact us as soon as possible. Once an order has been dispatched it can no longer be cancelled, and the return terms above apply instead.

Not eligible for return

  • Items sent back without requesting a return first
  • Requests made more than 30 days after delivery
  • Items that have been used, damaged after delivery, or returned without their original packaging and accessories
  • Shipping Protection and other optional add-ons once the order has shipped

Refund timing

Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take a few extra days to display the credit.

Customers in the European Union and the United Kingdom

If you are a consumer resident in the EU or the UK, you have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason. Where you exercise that right we will refund the product price and the standard outbound delivery cost. In line with Article 14(1) of Directive 2011/83/EU, and as set out above, the direct cost of returning the goods is borne by you. These statutory rights exist alongside this policy and are not limited by it.

Contact

Snowhollow
Email: support@snowhollow.shop
We reply to every email within 24 hours.