Returns Process
We will happily refund any items purchased from Snowtrax:
> Returned goods must be unused, in a saleable condition with all their original packaging & labels still attached.
> We are unable to accept returns for underwear or face coverings, due to health and hygiene reasons - unless the item is clearly faulty.
> Skis & bindings that have been mounted are no longer classed as new & unused.
> Returns must be made within 14 days of receipt.
> A completed returns note & original receipt are essential. We will credit the card you originally paid with – this may take up to 7 working days to appear as cleared funds.
> For exchanges, please place a new order for the item required and we will refund your return on receipt.
This returns procedure & policy is for online / telephone purchases only. A separate policy applies to goods purchased in store, please contact us for details or see in store.
RETURNS PROCEDURE
Please follow the procedure below to return goods to us:
1. Go to your orders history and apply for a Return Request
2. Select a reason for the return then click the 'Request return' button
3. If your return gets approved, you will receive an email explaining the process.
4. Send the package to us:
FAO Returns
Snowtrax
Matchams Lane
Hurn
Christchurch
Dorset
BH23 6AW
Please note, items are returned at the customer’s risk until received by us. We strongly recommend using a tracked and insured service. We cannot accept responsibility for items lost in transit.
Please allow 14 days for us to process your return. We will notify you by phone or e-mail when we have processed your return. No returns can be processed unless these conditions are adhered to.
INCORRECT OR DAMAGED GOODS
If you receive incorrect or damaged goods please contact us by phone or email before sending us back the goods, stating what the fault is & whether you’d like a refund or replacement. We will reimburse the cost of you posting the goods back to us as long as the cost has been agreed by us first.
If you request a refund, we will refund you by the method used to pay for the goods. (This may take up to 7 working days to appear as cleared funds)
If you requested a replacement this will be dispatched as soon as your return has been received.
WARRANTY RETURNS
All items are covered by the manufacturer’s warranty, which is typically between 1 and 3 years, depending on the product and manufacturer.
Please contact us by phone or email before returning any items. Products returned under warranty must be clean; dirty items may not be accepted for inspection, repair or replacement.
Proof of purchase will be required for all warranty claims. Normal wear and tear, accidental damage and damage caused through use are not covered by the manufacturer’s warranty. For skis and snowboards, this includes damage to the base and edges.
We will keep you informed throughout the claim process. In some cases, products may need to be returned to the manufacturer or sent for independent inspection, so a decision can take a little time.
If an item can be repaired but the damage is not covered by warranty, we will advise you of any costs before carrying out the work. Any return postage for non-warranty repairs will be at your cost.