No problem!! We want you to have perfect product that fits! This means sometimes, despite the size charts and best efforts, your gear does not fit as planned. We know how shopping online can be tricky.
Afterpay should be avoided at the checkout if you think you're going to need to return or exchange items. It's ok, we'll still refund you if you need to but we prefer you not to use this payment method if possible. If you buy the same product twice using Afterpay a 6% surcharge may be removed from your refund.
Exchanges are understandable and welcomed as required.
We know sometimes you need your exchange quickly. The fastest way to arrange an exchange is to order and pay for your new item online asap, and after initiating a return using the link below, then send back your size which does not fit. Once your return has been receipted, your refund will be processed, less any applicable shipping or Afterpay charges to be removed. Alternatively, we can wait until your returned item has been receipted and then send out your exchange subject to availability. You will just need to include $10-$15 in your returned parcel for the return shipping cost.
Unfortunately, we can not offer free shipping on exchanged items, however we offer a flat $10 regular shipping fee on sending out the exchanged item, and $15 for 2 items Australia wide. Sometimes we allow customers to buy two items in two different sizes or models, and return the one which doesn't fit, however, you will need to pre-authorise this first.
Returns are also sometimes unavoidable so we're happy to accept returns and process your refund back into your account from which you paid, or give you a store credit, provided that the terms meet our return policy as listed below. If you would like to return your product, we are happy to accept your pre-authorised return within 14 days of purchase (30 days for international orders) but unfortunately we cannot refund the inital postage costs, including when you have received free shipping.
1. All returns must be pre-authorised by Plus Snow and returns must include the return packing slip. Please fill up the return form below.
2. Any item to be returned must be shipped prepaid, within 14 days of the original purchase (30 days for international orders), together with your original receipt. If the item is receipted outside of this time frame a 10-30% restocking fee will be applied, depending on the item and the time of the winter season. We try to be as accommodating as possible.
3. Any item to be returned must arrive in an unworn, unused, resalable condition, complete with original tags and packaging.
4. Returns on sale items must be in accordance with the Trade Practices Act 1974, or by prior arrangement where we will try to be as flexible as possible.
5. Shipping costs are not refundable. If you qualified for free shipping and you return your item/s which would then disqualify you for free shipping, you will only be credited the amount you paid for the goods, less the cost of the shipping of your product/s. This is to ensure our free shipping rules are not taken advantage of unfairly.
6. You will receive your store credit or refund within 1-5 business days of receipt of your parcel via the Paypal payment gateway.
If you have a question concerning a return, please contact us
*Store credit valid for 18mths
OPTION 1 – REFUND
Return your item/s and receive a refund for them once the items have been receipted.
OPTION 2 – EXCHANGE – SPEEDY
Return your item/s and Order your new item/s online to ensure speed & availability of your exchange. Your refund will be processed once your return has been receipted. Do not use Afterpay a second time for exchanging items.
OPTION 3 – TRADITIONAL EXCHANGE
Return your item/s and include notes on your packing slip for your exchange. In your parcel, please include $10 (Regular post) or $15 (Express post) for shipping as free shipping does not apply on exchanged items, unless you have already paid shipping costs. Once the return has been received, your exchanged items will be shipped (pending availability).
Initiate a Return/Exchange
Scenario One - You have registered an account with us:
1) Log in to your account here
2) Click on My Returns on the left menu
3) You can then see an overview of all your returns.
4) To start a new return, click on "Request New Return" on the right side
5) Select the order and item you wish to return
6) Fill out the Reason, Condition and Resolution of each Item. If you wish to exchange for a different size/color, please include your desired size/color in the comments section
7) Submit Request and check your emails regularly for updates from us.
Scenario Two - You did not register an account with us
1) Head to our returns page (https://www.plussnow.com.au/returns/guest/guest/)
2) Fill out the Order Number and either the email or the last name you used for that order
3) Follow the same steps as above from Step 4-7.
RETURNS FOR WARRANTY
If you have an item which you believe is under warranty please:
1/ Phone or contact us immediately with details of the fault
2/ Stop using the product immediately
3/ We will provide you with further instructions as to whether we require photo proof, or you will be required to ship the product to be assessed for warranty. We will make every effort to ensure a solution is found in the fastest way possible.
4/ Ensure your proof of purchase sales receipt is included with the product under warranty. We can only warranty items which are purchased from our business.