SNOW CAP WEED REFUND POLICY
If a parcel reaches its destination in poor condition — crushed, split open, or visibly interfered with by someone handling it in transit — contact us straight away through our contact form, using your order number as the message subject. We will make good whatever was lost by reshipping the missing part of your order, and you will not be asked to pay for it a second time.
The same applies to a parcel that never turns up. Where you were given tracking but the order did not reach you — lost somewhere in the network, or taken in transit by a courier handling it at USPS, FedEx, EMS or elsewhere — tell us and we will either refund the exact amount you paid or send the order out again with a different carrier, whichever you would rather have.
Products that cannot be returned
For health and safety reasons we cannot accept the return of any product once its seal has been broken. This is standard for consumable goods and is not something we are able to waive. Opened jars, part-used product and items no longer in their original sealed packaging cannot be returned or refunded.
Unopened products
If you simply change your mind, unopened products in their original sealed packaging can be returned within 14 days of delivery. Contact us first so we can confirm the return and give you the address — parcels sent back without prior contact cannot be processed.
Return postage on a change-of-mind return is payable by the customer, and the product must reach us in resaleable condition. Once received and checked, the refund goes back to the original payment method within 5–10 working days.
Damaged, incorrect or faulty orders
Get in touch as soon as you can, ideally within 48 hours of delivery, with your order number and photographs of both the outer packaging and the contents. Photographs matter because they are what we use to raise the claim with the carrier.
Where the fault is ours, we replace the item or refund it in full including postage, and we do not ask you to send anything back. We would rather fix a problem quickly than argue about it.
Orders that never arrive
If tracking stops moving for five working days, contact us and we will open an enquiry with the carrier. Carriers usually need a short investigation window before a parcel can formally be declared lost.
Once that is done, or where a parcel has clearly gone missing in transit, you get a refund or a replacement shipment as set out at the top of this page.
How to start a claim
Contact us through the contact page with your order number, a short description of the problem and photographs where relevant. We aim to reply within one working day. You can also browse the range in the meantime.
For adults 21+ only. This policy does not affect any statutory rights you have that cannot be excluded by law.