Refund policy

Last updated: November 3, 2026

At Snowly, we want you to be happy with your purchase. This policy explains how returns, replacements, refunds and cancellations work in our store.

CHANGED YOUR MIND?
Our balaclavas are personal-use items that are worn on the face and head. For hygiene reasons, and because every order ships internationally, we cannot accept returns or exchanges for change of mind, or because the item was ordered by mistake. Please check the product photos, description and size information carefully before ordering.

DAMAGED, DEFECTIVE OR WRONG ITEM
Please inspect your order when it arrives. If your item is damaged or defective, or if you received the wrong design, contact us at shoppsnowly@gmail.com within 15 days of delivery and include a photo or short video showing the problem. We will send you a free replacement or issue a full refund — your choice. In these cases you do NOT need to return the item to us.

ORDER NEVER ARRIVED
Every order includes tracking. If your order has not been delivered within 30 days of the shipping confirmation email, contact us and we will send a replacement or issue a full refund.

CANCELLATIONS
You can cancel your order free of charge as long as it has not entered processing. Processing usually starts within 24 hours of purchase, so please contact us as soon as possible at shoppsnowly@gmail.com. Once an order has been processed or shipped, it can no longer be cancelled.

REFUNDS
Approved refunds are issued to your original payment method. We process refunds promptly after approval; please allow up to 10 business days for the funds to appear in your account, depending on your bank or payment provider.

This policy does not limit any rights you may have under applicable consumer protection laws.

CONTACT
Snowly — shoppsnowly@gmail.com