Returns & Exchanges for Snow Aurora Products

Last updated: 10/07/2025

At Snow Aurora, customer satisfaction is very important to us. If you are not entirely satisfied with your purchase, we’re here to help.

1. Returns

You may return most new, unopened items within 7 days of delivery for a full refund or exchange, in accordance with the Consumer Protection Act (CPA).

To qualify for a return:

The item must be unused and in its original packaging.
The item must be in the same condition that you received it.
You must provide proof of purchase (e.g. order confirmation or invoice).

Please note:

Customised, made-to-order, or personalised products cannot be returned unless defective.
Sale or clearance items are final and non-returnable, unless they are defective.

2. Exchanges

We only replace items if they are:

Defective or damaged upon delivery
Incorrect items delivered by mistake

To request an exchange, please email us at orders@snowaurora.co.za within 7 days of receiving your order.

3. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

A refund will be processed within 5–10 working days, depending on your payment method.
Refunds will be issued to your original payment method.

Please note: Original shipping charges are non-refundable, unless the return is due to our error (e.g. wrong or defective item sent).

4. Return Shipping

Customers are responsible for return shipping costs, unless the return is due to our error.
We recommend using a trackable courier or shipping service. We are not responsible for items lost in transit.
Return address will be provided via email once your return is approved.

5. Non-Returnable Items

The following items cannot be returned or refunded:

Digital downloads or gift vouchers
Perishable goods
Custom orders, made-to-order products, or personalised items
Items damaged due to misuse or neglect

6. How to Initiate a Return

To request a return, exchange, or refund, please contact us at:

📧 orders@snowaurora.co.za

📞 +27 65 322 4846

Include the following:

Your full name
Order number
Reason for return
Photos (if item is damaged or incorrect)

7. Your Privacy

All personal data collected during the refund or return process will be handled in accordance with our Privacy Policy. We will never share your details without consent, except as needed for courier or payment processing purposes.