Shipping & Returns Policy

• $10 Express shipping for all orders up to the value of $299 (1-2 Business Days to all Metro Cities)
• Free express shipping for all orders over $299
• If you live in a regional town please allow another 1-2 business days.
• All orders received by 12pm are shipped on the same day.
• Please note Startrack does not deliver to PO Boxes or Parcel Lockers.
• Physical addresses are required for express deliveries.
• If you are not home when the driver tries to deliver your order, a card will be left with instructions to collect the parcel at your local Post Office.
• If an order is unavailable you will be contacted within 24 hours for an alternative or a full refund provided.

• For international orders:

  • NZ - $25 express shipping

  • Rest of the world - $35 express shipping

  • Please note it is the buyers responsibility to pay for any import duties and taxes. 

Returns

Yes we offer either a full refund or exchange within 14 days of the order being delivered to you.  Example - If you order it on the 2nd, receive it on the 4th then the 14 days begins from the 4th. 

However, please note we do not accept the return of products under our change of mind policy that are:

1. Sale or marked down items

If the product has been deemed to be worn or has come back not in it’s original form then it will be shipped back to the customer and no refund will be offered.

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.

Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

We will refund an item in accordance to Australian law with a repair, replacement or refund IF the goods:

• Are faulty, or become faulty within a reasonable period of time after purchase
• Are not fit for any purpose you stated or that the buyer made known to you (i.e. they don’t do what you said they would do)
• Don’t match your description or sample
• Are of unacceptable quality, or
• Fail to meet other mandatory
• We will issue a full refund for online purchases (However, the item must come with all the original tags, be undamaged & we reserve the right to reject a refund if we believe the item has been damaged or worn)
• For any returned items, the return postage must be paid for by the customer

Faulty or Damaged Goods

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Snowscene and, at all times, Snowscene will honour its obligations under consumer guarantees in accordance with Australian Consumer Law.

If you have any problem with a product that:

• You believe is defective or faulty
• Does not match the description or sample provided
• Is not fit for purpose advertised

You can return it to Snowscene for assessment. Subject to that assessment we will either offer a full refund, replacement, repair (if we consider the defect to be minor) or exchange. Please note that sometimes our assessment will include consultation with the manufacturer which can take a minimum of 7-10 working days.

All repairs are carried out by the manufacturer and not by Snowscene. In some cases, faulty items cannot be repaired and a replacement or refund will be offered. Snowscene cannot control the availability of parts of replacement goods.

Snowscene has no control over manufacturer warranty periods, nor can we control repair periods and cannot advise what they will be. We will however do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. In cases where you have returned goods directly to the manufacturer, Snowscene cannot be held accountable for repair periods or communication from the manufacturer.

Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty.

We aim to have your return processed within 24 hours of receiving the item; however some faults must be approved by the manufacturer before a refund or replacement can be issued. This process usually takes around 1-4 weeks.

FOR FURTHER ENQUIRY ON RETURNS PLEASE EMAIL – shop@snowscene.com.au