Refund policy
Return & Refund Policy
We hope you are satisfied with your purchase from Fallforsnow. If your purchase does not meet your expectations, you may request a return within 30 days of delivery, subject to the terms and conditions outlined below and any rights you may have under applicable Australian consumer protection laws.
Please review this Return & Refund Policy carefully before making a purchase.
Order Cancellations
We accept cancellation requests before an order has been shipped or entered into production.
If your cancellation request is approved before shipment or production begins, you will receive a full refund to your original payment method.
Once an order has been shipped or entered into production, we may no longer be able to cancel it.
Returns
To be eligible for a return, you must contact us within 30 days of delivery.
Returned items must meet the following conditions:
- The item must be unused, unworn, unwashed, and in substantially the same condition as when you received it.
- The item should be returned with its original packaging, tags, accessories, manuals, and other included materials where applicable.
- You must provide your order number, receipt, or other valid proof of purchase.
- Items that arrive damaged, defective, incorrect, incomplete, or significantly different from what was ordered may qualify for a return, refund, replacement, or exchange.
- If you receive the wrong product, size, or colour due to an error on our part, please contact us for assistance.
- If you ordered the wrong item, selected the wrong size or colour, changed your mind, or no longer wish to keep the product, you may request a return within the applicable return period. In these cases, you may be responsible for return shipping costs.
All returns must be authorised by our customer service team before being shipped back.
Please do not return any item without first contacting us.
Non-Returnable or Non-Refundable Items
Except where required under applicable consumer protection laws, returns or refunds may not be available in the following circumstances:
- The return request is submitted more than 30 days after delivery.
- The item has been worn, used, washed, damaged, altered, or modified after delivery.
- The item is not returned in substantially its original condition or is missing original packaging, tags, accessories, or other included components.
- The customer refuses delivery without a valid reason or without contacting our customer service team.
- The customer provides an incorrect, incomplete, or invalid shipping address and the order cannot be delivered as a result.
- The item is returned to an unauthorised address without prior return instructions.
- Valid proof of purchase cannot be provided.
- The item is customised, personalised, or made to order, except where it arrives damaged, defective, or incorrect.
Nothing in this policy limits or excludes any rights available to you under applicable Australian Consumer Law.
Customised and Personalised Items
Customised, personalised, and made-to-order items are generally not eligible for our standard 30-day return policy.
However, if a customised or personalised item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us so that we can review the issue and provide an appropriate solution.
How to Request a Return
To request a return, please contact us at:
Email: service@fallforsnow.com
Please provide the following information:
- Your order number
- The name of the product
- The reason for the return
- A detailed description of the issue, if applicable
- Clear photos or videos if the item is damaged, defective, incorrect, or otherwise has a product-related issue
For damaged or defective products, photos or videos should clearly show the issue with the product and, where relevant, the packaging in which the item was received.
We generally review return requests within 3 business days.
If your return request is approved, we will provide return instructions, including the appropriate return address where applicable.
Please do not return products to our company or registered business address unless our customer service team specifically instructs you to do so.
Returns sent without prior authorisation may not be accepted.
Our Solutions
If the issue is caused by an error on our part, including receiving a damaged, defective, incorrect, or missing item, we will review the situation and provide an appropriate solution.
Depending on the circumstances, the available solution may include:
- A replacement
- An exchange
- A partial refund
- A full refund
If a return is required, we will provide you with the appropriate return instructions.
Once your returned item has been received and inspected, we will normally process the approved refund, exchange, or replacement within 5 business days.
Return Shipping Costs
If the return is due to customer preference or customer error, including ordering the wrong product, size, or colour, changing your mind, or deciding that you no longer want the item, you may be responsible for the return shipping costs.
The actual return shipping cost will depend on the carrier and shipping service you choose.
If the return is caused by an error on our part, such as receiving a damaged, defective, incorrect, or incomplete item, we will review the issue and provide an appropriate solution. Where applicable, reasonable return shipping costs may be covered.
We recommend using a trackable shipping service when returning an item. For higher-value returns, you may also wish to consider purchasing shipping insurance.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or incorrect, please contact us at:
Email: service@fallforsnow.com
Please provide your order number along with clear photos or videos showing the issue.
We generally review such requests within 3 business days.
If your claim is approved and a return is required, we will provide return instructions.
If a replacement is approved, the replacement order will be prepared and shipped according to our standard order processing and shipping timeframes.
Exchanges
If your exchange request is approved, the exchange will normally be processed within 5 business days after the returned item has been received and inspected.
If the exchange is required because we sent an incorrect or defective product, eligible replacement shipping costs may be covered by us.
If the exchange is requested because of customer preference or ordering error, additional shipping costs may apply.
Delivery time for replacement products may vary depending on the destination, carrier, customs procedures, and other factors described in our Shipping Policy.
Refunds
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If your refund is approved, we will normally initiate the refund to your original payment method within 5 business days after completing our inspection.
After we issue the refund, your bank, credit card company, or payment provider may require additional time to process and display the refund in your account.
Depending on your financial institution and payment method, it may take up to 20 business days from the date the refund is initiated for the funds to appear in your account.
Late or Missing Refunds
If you have not received an expected refund after the applicable processing period:
- Check your bank or payment account again.
- Contact your credit card company or payment provider, as processing times may vary.
- Contact your bank, as additional processing time may be required.
- If you have completed these steps and still have not received your refund, please contact us at:
Email: service@fallforsnow.com
Return Processing Time
After we receive your returned package, please allow up to 5 business days for inspection and processing.
Once your return has been processed, we will send you an email confirmation.
If a replacement or exchange item is being sent, its delivery time will follow the applicable processing and shipping timeframes stated in our Shipping Policy.
Important Return Information
Please contact our customer service team before returning any item.
Fallforsnow is not responsible for returns sent to an incorrect or unauthorised address without prior return instructions.
Our registered company address is not automatically our return address.
If you experience any issue with your order, we encourage you to contact our customer service team first so that we can review the situation and provide an appropriate solution.
Contact Us
If you have any questions about returns, refunds, exchanges, or your order, please contact us at:
Email: service@fallforsnow.com
The Fallforsnow Team