Returns and Exchanges

Last updated: 23/09/2026

We want you to love what you ordered. This page explains how returns, exchanges and refunds work. It forms part of our Terms and Conditions (sections 8 and 9) and does not limit your rights under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).

1. Changed your mind? You have 7 days

• You can cancel your order within 7 days of receiving it, for any reason. This applies to sale items too.
• Email orders@snowaurora.co.za with your order number within those 7 days.
• Send the items back complete and in the condition you received them. You may open the box to check the contents, but please do not build the set.
• You pay only the cost of sending the items back to us.
• We refund everything you paid, including the original delivery charge.

2. Changed your mind after 7 days?

As a goodwill gesture, we also accept change-of-mind returns up to 14 days after delivery if the item is unopened, still sealed and in its original packaging. Sale items are excluded. You pay the cost of returning the item, and once we have received and checked it, we will either exchange it or refund the price you paid for the item (not the original delivery charge). This is in addition to your legal rights in sections 1, 3 and 4, which it does not limit.

3. Wrong, damaged or not as described

If we sent you the wrong item, it arrived damaged, or it does not match its description, tell us within 10 business days of delivery. We will arrange the return at our cost and give you a full refund or a replacement, whichever you prefer. If your parcel is lost in transit, that is our responsibility: we will replace it or refund you.

4. Faulty items and missing pieces: 6-month warranty

• If an item is faulty, unsafe or has missing pieces, you can return it within 6 months of delivery, at our cost.
• You choose whether we repair it (for example, by sending you the missing pieces), replace it or refund you in full.
• If we repair an item and the same problem comes back within 3 months, we will replace it or refund you.
• This does not cover damage caused by misuse, accidents or normal wear and tear, or a set that has been built and taken apart repeatedly beyond normal use.

5. Orders that used a discount code

If you return an item bought with a discount code, we refund the amount you actually paid for it after the discount. Discount codes have no cash value and are not refunded as cash.

6. What we cannot take back when you change your mind

Items made or personalised to your specification. This does not affect your rights if an item is faulty, damaged or not as described.

7. Want something different?

Return the item under section 1 or 2 and place a new order for what you would like instead. This is the quickest way, and it means you get your new item before it sells out.

8. How to return an item

1. Email orders@snowaurora.co.za with your name, order number, the item(s) you are returning and the reason. Please include photos if the item is faulty, damaged or wrong.
2. We will reply within 1 business day with the return address, or arrange collection if the return is at our cost.
3. For change-of-mind returns, please use a tracked courier and keep your proof of sending.

9. When you will get your refund

We refund to the payment method you used, within 7 business days of receiving the returned items. For cancellations under section 1, we always refund within 30 days of the date you cancelled. Card refunds can take a few extra days to appear on your statement.

10. Not happy with how we handled it?

Please tell us at orders@snowaurora.co.za first. If we cannot resolve it, you can refer the matter to the National Consumer Commission (see section 16 of our Terms and Conditions).

11. Your privacy

We use the details you give us during a return only to process it, and share them only with our courier and payment provider where needed. See our Privacy Policy.

Contact us

orders@snowaurora.co.za | +27 65 322 4846