Refund & Return Policy

Last updated: February 27, 2026

At SnowCrew, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully before placing an order.

1. Eligibility for Returns

You may request a return if:

• You contact us within 14 days of receiving the item.
• The item is unused, unworn, unwashed, and in its original condition.
• All original tags and packaging are intact.
• You provide proof of purchase (order confirmation email or order ID).

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Items that have been worn, washed, altered, or damaged by the customer.
• Items returned without original tags or packaging.
• Items returned after the 14-day return window.
• Gift cards or promotional/discount items.
• Items marked as "Final Sale" or "Non-Refundable" at the time of purchase.

3. How to Request a Return

1. Email us at [email protected] with:
   • Your Order ID
   • The item(s) you wish to return
   • Reason for the return
   • Photos of the item(s) in current condition
2. We will review your request and respond within 3 business days with return instructions.
3. Ship the item back to the address we provide.

4. Return Shipping

• Customer-initiated returns (e.g., wrong size, changed mind): Return shipping costs are the responsibility of the buyer.
• Defective or incorrect items: We will cover return shipping costs and provide a prepaid label or reimburse documented shipping expenses.
• We recommend using a tracked shipping service. We are not responsible for items lost in return transit.

5. Refund Process

• Once we receive and inspect the returned item, we will notify you by email.
• If approved, refunds are processed to the original payment method within 10 business days.
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.
• Shipping costs are non-refundable (unless the return is due to our error).

6. Exchanges

We currently do not offer direct exchanges. If you need a different size or item, please initiate a return and place a new order. We will process the return as quickly as possible.

7. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery with:

• Your Order ID
• Clear photos of the defect or damage
• A description of the issue

We will arrange a replacement or full refund (including shipping) at no extra cost to you. Defective items do not need to be returned unless specifically requested.

8. Late or Missing Deliveries

Since all items are pre-order with estimated delivery of 7–14 business days:

• If your order has not arrived within 21 business days, please contact us.
• We will investigate with the courier and provide an update within 3 business days.
• If the item is confirmed lost in transit, we will offer a full refund or re-shipment at our discretion.

9. Chargebacks & Disputes

We encourage you to contact us directly before initiating a chargeback or payment dispute. We are committed to resolving issues fairly and promptly. Unjustified chargebacks may result in the customer being banned from future purchases.

10. Limitation

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. EU consumers are entitled to a minimum 14-day withdrawal period under the Consumer Rights Directive (2011/83/EU), which this policy respects.

11. Contact

For all return and refund inquiries:
Email: [email protected]
Please include your Order ID in all communications.