Refund Policy

Due to the nature of skincare and hygiene regulations, we cannot accept returns or offer refunds for:
• change of mind
• personal dislike of scent/texture
• skin reactions, sensitivities or intolerance
• results that do not meet personal expectations

Everyone’s skin is different. Reactions are highly individual and cannot be predicted. 
We strongly recommend patch testing prior to use.

All sales are final once the product has been opened or used.
 

FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, leaking or incorrect, contact us within 7 days of delivery with:
• full name
• order number
• clear photos of the product + packaging

Email: hello@snowcream.com.au
We will assess the issue and, where appropriate, send a replacement or issue a store credit. 
Replacements are only provided for confirmed damage or packing error.
 

RETURNS
Because skincare is a perishable hygienic product, returns are only accepted if the item is unused, unopened and in original condition. 
Return postage is at the customer's expense unless the fault is ours.

We reserve the right to refuse a return if the item shows signs of use, damage or tampering.
 

ALLERGY & SENSITIVITY DISCLAIMER
Natural extracts are potent and may interact differently with every skin microbiome. 
Sensitivities, purging or breakouts do not indicate a faulty product. 
If irritation occurs, discontinue use immediately - this cannot be refunded.

Please read ingredients carefully and perform a patch test first.
By checking out, you confirm acceptance of this policy.
 

PROCESSING & CANCELATION
Orders may be cancelled only before dispatch. Once your parcel has been shipped, it cannot be refunded or redirected.
 

LOST OR DELAYED PARCELS
We are not responsible for transit delays, postal handling, customs processing or parcels lost due to incorrect address provided at checkout. 
If a parcel is delayed or lost in transit, we will assist in investigations where possible.
 

LIMITED SMALL-BATCH ITEMS
Snow Cream is handmade in small batches - natural variation in colour, viscosity or scent may occur and is considered normal. Variation does not qualify as product fault.
As a natural, hand-made cream with botanical extracts, minor separation can occasionally occur - especially during warm weather or long storage. This is normal for real ingredients without heavy stabilisers or silicones. A quick stir with a clean spatula brings it back together perfectly.