Refund policy

CANCELLATIONS AND RETURNS

CHANGING YOUR MIND
5.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, whenever you purchase products online you have the right to change your mind, cancel your order and to receive a full refund within the 14-day cooling-off period. For products you buy online from Snow Peak, this means you have 14 days after the day you (or someone you nominate) receives the product to change your mind about the product.

5.2 However, some products are not covered by the cooling-off period referred to in clause 6.1. These products are:

5.2.1 products that are made to your specifications or are clearly personalised; and

5.2.2 products which are sealed for health protection or hygiene reasons which have become unsealed after delivery.

5.3 You must always take good care of the products and you must return the products to us in new, unused, unworn, unwashed condition and with their original tags and labels attached, and with their original packaging and their original documentation.

 

Products faults

5.4 We will make sure the products we supply conform to our contract with you. In the unlikely event that you receive a faulty or misdescribed product from us, the Consumer Rights Act 2015 grants you certain rights to cancel your order and to receive a refund or to have the product repaired or replaced free of charge. However, you cannot claim for accidents, neglect, misuse, failure to follow the product’s manual or instructions or for fair wear and tear. You also cannot claim for products which are beyond the natural lifespan of the product.

 

The Snow Peak Apparel Warranty and Lifetime Warranty

5.5 In addition, Snow Peak also provides:

5.5.1 the Snow Peak Apparel Warranty for all Snow Peak apparel; and

5.5.2 the Snow Peak Lifetime Warranty for all Snow Peak outdoor hard goods (known as “gear”),

(together the “Snow Peak Warranties”).

5.6 The Snow Peak Apparel Warranty applies for 12 months from the date of collection or delivery of the products. The Snow Peak Lifetime Warranty applies for the natural lifetime of the product.

5.7 Under the Snow Peak Warranties, if you find that one of our products is faulty, simply contact Snow Peak User Services by telephone or email using the contact details set out in clause 6.9. If we find that the product did not live up to our standards, we will repair it or exchange it free of charge. In all other cases, we will provide the necessary repairs for a reasonable fee. However, you cannot claim for accidents, neglect, misuse, failure to follow the product’s manual or instructions or for fair wear and tear. We will not repair or exchange products which are beyond the natural lifespan of the product.

5.8 The Snow Peak Warranties do not affect your statutory rights as a consumer referred to in clause 6.4.

Cancellations and returns

5.9 If you wish to return your product because it is faulty or misdescribed, or if you wish to exercise your rights to change your mind and cancel your order within the 14-day cooling-off period, please let us know by emailing us at web@snowpeak.co.uk. You can also use the cancellation form set out in the Schedule at the end of these terms and conditions to exercise your rights to change your mind and cancel your order within the 14-day cooling-off period.

5.10 If you wish to return your product because it is faulty or misdescribed, please email the following information to web@snowpeak.co.uk: your name and address, your order number, details of the products you are returning, a brief description of the fault or problem, and photographs of the fault or problem. Upon receipt of this information, we will aim to respond via e-mail within 72 hours.

5.11 We reserve the right to require proof of purchase for the products to process your claim.

5.12 If you wish to return your product because it is faulty or misdescribed, you must let us know as soon as possible on discovering the issue and you must return the product to us promptly. If there is an unreasonable delay, it may invalidate your claim.

5.13 You must return the products to us, by posting them back to us at our return address which you will find on our reply email to your return request.

5.14 If you return the products to us, you must make sure the products are in original condition and securely packaged and that the Order reference number is clearly attached to the package or parcel.

5.15 If you return the products to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secured delivery method. If the products are damaged, destroyed, lost or stolen in transit, we may charge you (or not refund you) the amounts that are attributable to the damage, destruction, loss or theft of the products.

5.16 If you return the products because they are faulty, we reserve the right to carry out an inspection of the products to determine whether they are actually faulty or whether the damage has been caused by some other means (such as accident, neglect, misuse, failure to follow the product’s manuals or instructions or fair wear and tear).

5.17 We will reimburse you for the reasonable costs of returning the products if:

5.17.1 following our inspection, the products are found to be faulty or misdescribed; or

5.17.2 you are canceling the order in accordance with these terms and conditions because we have told you of an error in the pricing of the product under clause 7.3.

5.18 In all other circumstances (including where you are exercising your right to change your mind and cancel your order within the 14-day cooling-off period) you must pay the costs of return.

5.19 If you are responsible for the costs of return and we are collecting the product from you, we will charge you the cost to us of collection. The costs of collection will be the same as our charges for standard delivery.

5.20 Where you are entitled to a refund, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the refund, as follows:

5.20.1 where you have exercised your right to change your mind and cancel your order in the 14-day cooling-off period, we may reduce your refund of the price (excluding delivery costs) to reflect any damage or reduction in the value of the products caused by you handling the products beyond what is necessary to establish the nature, characteristics and functioning of the products. If we refund you the price paid before we are able to inspect the products and later discover any such damage or reduction in value, you must pay us an appropriate amount to cover the damage or reduction in value;

5.20.2 if you received any special offers, these will be deducted from your refund as appropriate. For example, if you purchased two items costing £60 each as part of a promotional package for £100 and you return only one item, we will charge you £60 for the item you keep and refund you the balance of £40;

5.20.3 the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;

5.20.4 where you ordered multiple products from us as part of a single order, but you do not return all those products, we will not refund the delivery costs to you.

5.21 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and cancel your order within the 14-day cooling-off period, then:

5.21.1 if we have not offered to collect the product from you, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us; and

5.21.2 in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

FAQ's

WHAT IS YOUR RETURNS POLICY?

We allow you to return full priced items within 28 days from the receipt of your goods. Returns must be unworn/unused, in the state you received them and in the original packaging with the tags still attached. Sale items must be returned within 14 days.           

We reserve the right to refuse a refund if the product shows signs of wear or has been altered from its original condition in any way. In this instance, you may choose to have the item(s) sent back to you at your own expense.

I ORDERED ON YOUR WEBSITE, CAN I RETURN TO STORE?

Our store team are not able to process returns/refunds from the online store. However, they can accept returns and forward them on to our online team for processing. 

I ORDERED FROM ONE OF YOUR STOCKISTS, CAN I RETURN IT TO YOU?

 We are not able to process any returns for items that have not been purchased directly from Snow Peak London, either in store or online. Please contact the original retailer.

CAN I RETURN ITEMS ONLINE THAT I PURCHASED IN STORE?

Items purchased in store will need to be returned to the store for a refund.

 HOW DO I RETURN MY ITEM?

Click here (https://snowpeak.co.uk/pages/returns) to complete our returns form.

A member of our team will be in touch with a return number & return address within 2 working days.

Please send your item(s) back, including your order/return details, using a carrier of your choice as soon as possible to our warehouse at the address given. Please ensure you have proof of postage.

Please note that all returns must be unworn/unused, in the state you received them and in the original packaging with the tags still attached.

Please include your order details/return number along with your return. We are unable to process refunds for any items received without identifying information.

 WHEN WILL I GET MY REFUND?

We aim to process all returns within 10 working days of receipt at our warehouse. Depending on your banking provider, refunds can take up to 10 working days to appear in your account.

If you have not received your refund within 4 weeks of return, please contact our Customer Services team on web@snowpeak.co.uk

WILL MY DELIVERY CHARGE BE REFUNDED?

Your delivery charge will be refunded if your order is returned in full or your items are faulty. If returning only part of an order, we are unable to refund any shipping charges.

CAN I EXCHANGE MY ITEM?

We are currently not able to exchange products. If you need a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

 I RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO?

If you have received a damaged or defective product from us, please contact our customer service, either by selecting the faulty option on our returns for or by emailing web@snowpeak.co.uk

Our customer service team will be in touch to advise how to proceed.