Refund & Returns Policy
Last Updated: 30/08/2025
At Snow Shoe Zone, we want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, you may return or exchange it in accordance with the policy below.
1. Eligibility for Returns
- Items must be returned within 7 days of delivery.
- Products must be unused, unworn, and in their original packaging (including shoe box, tags, and accessories).
- Proof of purchase (receipt or order confirmation) is required.
- Certain items such as discounted/clearance items may not be eligible for return unless defective.
2. Exchanges
- If you would like a different size, color, or style, you may request an exchange (subject to availability).
- If the requested item is unavailable, we can issue a store credit or refund.
3. Refunds
- Refunds will be processed once we receive and inspect the returned product.
- Approved refunds will be credited to your original payment method within 2 business days.
- Shipping fees are non-refundable, unless the return is due to our error (wrong or defective item).
4. Defective or Incorrect Items
- If you receive a defective, damaged, or incorrect item, please contact us immediately.
- We will cover return shipping costs and send you a replacement or issue a full refund.
5. Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- We recommend using a trackable shipping service to ensure the item reaches us.
6. How to Initiate a Return or Exchange
To request a return, refund, or exchange, please contact us:
Email: sales@snowshoezone.co.ke
Phone: 0707-984-579
Address: Royal Palms Mall Wing A 2nd Floor AF9
Our customer service team will guide you through the process.
7. Non-Returnable Items
- Gift cards or store credits.
- Clearance or final-sale items (unless faulty).
- Products not returned in original condition.
8. Policy Updates
We may update or modify this Refund & Returns Policy from time to time. Changes will be posted on this page with the revised date.