Refund & Return Policy

Last updated: 7 November 2025

At SnowMilo, your comfort and satisfaction are our priorities. We want you to shop with confidence, knowing that we're here to help if something isn't quite right.

1. Our 30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return under our voluntary 30-day policy, your item must be in its original condition, unworn or unused beyond what is necessary to inspect it, with any original tags and packaging where reasonably possible.

This additional policy does not affect your statutory consumer rights.

2. How to Request a Return

To request a return, please contact our customer support team through the contact details provided on our website.

Please include:

• Your order number

• Your full name

• The reason for your return

• Photos of the item, if it is damaged, faulty or incorrect

Our team will provide return instructions and the appropriate return address.

Please do not send items back without first contacting us for return instructions.

3. Your UK Cancellation Rights

If you are a UK consumer purchasing online, you generally have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

After notifying us of your cancellation, you have a further 14 days to return the goods.

We will refund the price paid and the applicable standard outbound delivery charge in accordance with UK consumer law.

You may inspect or try on items as you would in a physical shop. A deduction may apply if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.

We will assess the issue and provide an appropriate solution, including a refund, repair or replacement where required by applicable law.

SnowMilo will cover reasonable return costs for faulty or incorrectly supplied goods where legally required.

Your rights under the UK Consumer Rights Act 2015 remain unaffected.

5. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of return shipping, provided this has been communicated before purchase.

Return shipping costs may vary depending on your location and the size of the parcel.

For faulty, damaged or incorrectly supplied goods, SnowMilo will cover return shipping costs where required by law.

6. Refund Processing

Once your return has been received, or you have provided acceptable proof of return where applicable, we will process your refund in accordance with the relevant legal requirements.

Refunds will be issued to your original payment method unless you expressly agree otherwise.

For cancellations under UK distance-selling rules, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.

Your payment provider may take additional time to display the refund in your account.

7. Exchanges

If you would like a different size, colour or product, please contact our support team.

Exchanges are subject to product availability. Where a product is faulty or not as described, your statutory rights to an appropriate remedy will apply.

8. Exceptions

Certain products may be excluded from change-of-mind returns where permitted by law, including sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exclusions will be clearly communicated before purchase.

These exclusions do not affect your rights concerning faulty or misdescribed goods.

9. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible.

If your order has already been dispatched, you may still exercise your applicable cancellation and return rights.

10. Contact Us

If you have questions about returns, refunds or your order, our SnowMilo customer support team is here to help.

Store: SnowMilo

Email: support@snowmilo.com

We appreciate your trust in SnowMilo and are committed to making your winter shopping experience as comfortable and straightforward as possible.

SnowMilo — Stay Warm. Shop with Confidence.