Not happy with your purchase? Here is what to do.
Return conditions
- You can request a return within 14 days of receiving your order.
- The item must be unused and in its original packaging.
- Return shipping costs are paid by the customer, unless the item arrived damaged, faulty or incorrect.
How to request a return
- Send us an email at contact@snowen.ch or write to us via the Contact page.
- Include your order number, your name, the item concerned and the reason for your request. This helps us identify your order quickly.
- We reply by email with the return instructions and the address to send your parcel to.
Please do not send back any item before receiving our reply: parcels sent without prior agreement cannot be processed.
Refund
Once the returned item has been received and checked, we let you know by email whether your request is accepted or declined. If accepted, the refund is made to the payment method used for the order.
Shipping costs of the original order are not refunded.
Damaged, faulty or incorrect item
Contact us as soon as possible after receipt with your order number and photos of the item and its packaging. We will offer you a suitable solution, for example a replacement or a refund.
Follow-up of your request
We keep you informed by email at every step: receipt of your request, return instructions, then decision and refund if applicable.
See also: FAQ · Shipping · Help and information