We want you to love our products and enjoy your shopping experience with us. Yet you may cancel your order of purchase at any time within 7 working days after the day you received the relevant goods – we call it the “cooling off” period. On this page you will find details about how to return or exchange your purchases made online.
REFUND AND EXCHANGE POLICY AND INSTRUCTIONS
If you cancel an order, you must inform us in writing within 7 working days from the date you received the goods. You must return the goods at your cost to our designated address within 14 working days from the date you received the goods, in the same condition in which you received them. On this basis, goods returned will be full refunded (excluding the cost of sending the goods to you and cost of special packaging if apply).
If you cancel an order on this basis and you do not return the goods to us, we may recover the order and charge you for the costs we incur in doing so. Similarly, if you return the goods at our expense, we may pass the expense onto you.
We will refund the purchase price or exchange those products, subject to the following conditions:
a. items must be returned within 14 days of purchase with the original receipt;
b. you must provide your name and address;
c. the returned items must not be stock clearance items;
d. the returned items must be unpacked, unwashed, and unused with original tags/labels attached;
e. if you request a refund, the purchase price (excluding delivery charges) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions a-d above. You are responsible for any costs associated with returning the item to us including any currency conversion costs.
Note: 1) Shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned. 2) Items purchased in store cannot be returned via online return postage.
If you cancel an order and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase unless otherwise specified. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your valid notice of cancellation and returned goods (upon good condition).
FAULTY ITEMS RETURNS
If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.
Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.
WHERE TO RETURN GOODS TO:
Please remark “agoy return goods: order no. xxx” on top of the parcel and return it to our designated return address as follow:
Attn: Snow Owl Logistics Ltd.
Unit 5 Trade City, Hayes Road, Hayes, UB2 5XJ