Refund policy
RETURN AND REFUND POLICY — SkiSnap
At SkiSnap ("we," "us," "our"), customer satisfaction is our priority. This Return and Refund Policy applies to all purchases made through our website. By placing an order, you agree to the terms outlined below.
1. 30-Day Return Window
You have 30 calendar days from the date you receive your item to request a return. After 30 days from delivery, we are unable to offer a refund or exchange.
2. Eligibility Requirements
To qualify for a return, ALL of the following conditions must be met:
The item must be completely unused, unworn, and untested outdoors. The item must be in its original condition with no signs of wear, scratches, dirt, snow residue, or damage. All original tags, labels, and protective materials must still be attached. The item must be in its original, undamaged packaging with all included accessories, manuals, and free gifts that came with your order. You must provide proof of purchase — order confirmation email, receipt, or order number.
Items that show ANY signs of use, including but not limited to scuff marks, snow residue, dirt, scratches on the ski base, loosened bindings, stretched straps, bent buckles, or removed tags, will NOT be accepted for return and will be shipped back to you at your expense.
3. Non-Returnable Items
The following items are NOT eligible for return or refund under any circumstances:
Items that have been used, tested outdoors, or show any signs of wear. Items without original packaging or with damaged packaging. Items with tags removed or tampered with. Items purchased during a sale, promotional discount, flash sale, clearance event, or with a coupon code applied. Gift cards or store credit. Items marked as "Final Sale" at the time of purchase. Free gifts or bonus items included with a purchase — these must be returned together with the main product. Bundled items — if purchased as a bundle, all items in the bundle must be returned together. Individual items from a bundle cannot be returned separately. Items damaged due to misuse, negligence, improper storage, or failure to follow product instructions.
4. How To Initiate A Return
To start a return, email us at skisnap@outlook.com with the following information: your order number, the email address used to place the order, the reason for the return, and photos of the item in its current condition and packaging.
Do NOT send items back without first receiving return authorization from us. Unauthorized returns — items sent to us without prior approval — will not be accepted, will not be refunded, and may not be returned to you.
Once your return request is approved, we will provide you with a return shipping address and instructions.
5. Return Shipping
Return shipping costs are the sole responsibility of the customer. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for items that are lost, stolen, or damaged during return transit. We are not responsible for any customs fees, duties, or taxes incurred during the return shipment.
Exception: if you received a defective, damaged, or incorrect item, we will provide a prepaid return shipping label at no cost to you.
6. Refund Processing
Once we receive your returned item, we will inspect it within 5 business days. We will notify you by email whether your refund has been approved or rejected.
If approved: your refund will be processed to your original payment method within 10 business days. Please note that your bank, credit card company, or payment provider may require additional time (up to 10 additional business days) to post the refund to your account.
If rejected: if the item does not meet our return conditions (signs of use, missing tags, damaged packaging, etc.), the return will be rejected. We will notify you by email with the reason for rejection. You may request that we ship the item back to you at your expense, or the item will be held for 14 days and then discarded.
Partial refunds may be issued at our discretion for items that are not in original condition but are still resaleable.
7. Damages, Defective Items, and Incorrect Orders
Please inspect your order immediately upon delivery. If your item arrives defective, damaged during shipping, or if you received the wrong item, contact us within 48 hours of delivery at skisnap@outlook.com with the following: your order number, a clear description of the issue, and photos or video showing the damage, defect, or incorrect item.
We will, at our discretion, offer a full replacement or a full refund including return shipping costs. Claims made after 48 hours from delivery may still be reviewed on a case-by-case basis but are not guaranteed.
We are not responsible for damage caused by the shipping carrier. However, we will work with the carrier on your behalf to resolve the issue.
8. Late or Missing Refunds
If more than 15 business days have passed since we approved your return and you have not received your refund, please first check with your bank or credit card company, as processing times vary. Then contact your payment provider directly. If you have done both and still have not received your refund, contact us at skisnap@outlook.com and we will investigate.
9. Exchanges
We do not offer direct exchanges. If you wish to receive a different item, please initiate a return for the original item and place a new separate order for the desired item. This ensures faster processing and availability.
10. Cancellations
Orders may be cancelled within 12 hours of placement by contacting us at skisnap@outlook.com. After 12 hours, your order may have already entered processing or fulfillment, and cancellation cannot be guaranteed. If your order has already shipped, it cannot be cancelled — you will need to wait for delivery and then initiate a return.
11. European Union — 14-Day Cooling Off Period
If you are located in a member state of the European Union, you have the right to cancel or return your order within 14 calendar days of receipt, for any reason and without providing justification, in accordance with EU Directive 2011/83/EU on consumer rights. The item must be unused, in original condition, with all tags attached and in its original packaging. Proof of purchase is required. Return shipping costs are the responsibility of the customer. To exercise this right, contact us at skisnap@outlook.com within 14 days of receiving your order. This right does not apply to items that have been used or that fall under the non-returnable exceptions listed above. This right is in addition to, and does not limit, any other statutory rights you may have under the consumer protection laws of your EU member state.
12. United Kingdom — Consumer Contracts Regulations
If you are located in the United Kingdom, you have the right to cancel your order within 14 calendar days of receipt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same conditions and procedures as the EU cooling off period apply. This right is in addition to your statutory rights under the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.
13. Australia — Australian Consumer Law
If you are located in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to limit or exclude guarantees, warranties, or rights that cannot be lawfully excluded or limited under Australian Consumer Law.
14. Canada — Consumer Protection
If you are located in Canada, you may have additional rights under provincial consumer protection legislation, including but not limited to the Consumer Protection Act, 2002 (Ontario), the Consumer Protection Act (Quebec), the Business Practices and Consumer Protection Act (British Columbia), and equivalent legislation in other provinces and territories. Nothing in this policy limits or excludes any mandatory statutory rights you may have under applicable Canadian federal or provincial law.
15. California — Consumer Rights
If you are a resident of California, USA, you may have rights under the California Consumer Privacy Act (CCPA), the Song-Beverly Consumer Warranty Act, and other California consumer protection statutes. Nothing in this policy limits your statutory rights under California law.
16. New Zealand — Consumer Guarantees Act
If you are located in New Zealand, you have rights under the Consumer Guarantees Act 1993 that cannot be excluded. Nothing in this policy limits those rights.
17. Limitation of Liability
To the maximum extent permitted by applicable law, our total liability for any claim arising from or related to a purchase shall not exceed the amount you paid for the item in question. We are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your purchase, use, or return of our products.
18. Governing Law and Dispute Resolution
This policy shall be governed by and construed in accordance with the laws of the State of Wyoming, United States of America, without regard to its conflict of law provisions. Any disputes arising from this policy or your purchase shall first be attempted to be resolved through good-faith negotiation. If negotiation fails, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA). Nothing in this section limits your statutory rights under the consumer protection laws of your country of residence.
19. Severability
If any provision of this policy is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining provisions continue in full force and effect.
20. Modifications
We reserve the right to update or modify this Return and Refund Policy at any time without prior notice. Changes will be posted on this page with an updated revision date. Your continued use of our website after changes are posted constitutes acceptance of the revised policy. The policy in effect at the time of your purchase will apply to that transaction.
Contact Us
For all return, refund, or order-related inquiries:
Email: skisnap@outlook.com
Response time: within 24 hours