Refund policy

Refund and Return Policy

Last updated: 18 September 2026

Read this before you order. Completing a purchase is your acceptance of every term below.

1. Delivery timeframe: you are agreeing to wait

Delivery takes 2 to 4 weeks from the date of purchase, depending on your location. This is disclosed on the product page, in the cart and at checkout before payment is taken.

By completing your purchase you expressly acknowledge and agree that:

• this is an estimate, not a guaranteed date
• delivery may take longer for the reasons set out in our Shipping Policy
• you have accepted this waiting period as a condition of purchase
• a delay within, or reasonably beyond, this window is not a failure to deliver and is not grounds for a refund
• "it is taking too long" is not grounds for a refund. The timeframe was shown to you before payment
• "I did not realise it would take that long" is not grounds for a refund. Not reading the listing does not create a right to a refund
• slow or partial tracking updates are not grounds for a refund. See Section 5 of our Shipping Policy

If a 2 to 4 week wait does not suit you, please do not order.

1.1 Cancellations

Orders enter fulfilment immediately. Once an order has been dispatched it cannot be cancelled, redirected or refunded, and is handled as a return under Section 3.

Before dispatch, email support@snowdrip.co with your order number and we will cancel it if it has not already been processed. We cannot guarantee a cancellation can be actioned in time.

2. Change of mind

We do not refund change of mind. This includes, without limitation:

• you no longer want it
• you found it cheaper elsewhere
• you ordered the wrong colour, size or quantity
• you did not read the description, size guide or delivery timeframe
• your circumstances changed after ordering
• your trip was cancelled, the season ended or there was no snow
• somebody else bought you one

Your only remedies are the size exchange in Section 3 and the damage and fault claims in Section 4.

3. Size exchange

Ordered the wrong size? We will exchange it once, free, within 14 days of delivery, subject to every condition below and to stock availability.

The jacket must come back:

• with all original tags still attached in their original position. Tags removed, cut, reattached or attached by a different fastener void the exchange outright
• unworn outdoors, unwashed and completely dry
• free of odour, deodorant, makeup, fake tan, pet hair and smoke
• free of snow melt marks, lift pass marks, scuffs or any sign of outdoor use
• in its original packaging

Try it on indoors, over the layers you would actually wear, the way you would in a shop. A jacket that has been worn outside, washed or wet cannot be resold and cannot be exchanged or refunded.

To request one, email support@snowdrip.co with your order number and the size you need. On a first size exchange we cover return shipping. Further exchanges on the same order are at your cost. There is no second free exchange.

Check the size guide before ordering. Measurements are taken flat by hand and may vary by 1 to 3 cm.

4. Damaged, defective or incorrect items

This is the only basis on which we issue refunds. If your jacket arrives damaged, faulty or is not what you ordered, we will make it right.

Report within 7 days of the delivery timestamp recorded by the carrier, to support@snowdrip.co. Claims after 7 days are not accepted, because we cannot verify whether the damage happened in transit or after delivery while the item was in your possession.

Your first email must include all of:

• your order number
• clear, well lit, in focus photographs of the fault, close up
• a wider photograph showing the fault on the whole jacket
• photographs of the shipping bag or carton from all sides, including any damage to it
• a photograph of the shipping label
• for a colour reaction fault, a short video showing water applied to the fabric and no colour appearing after 30 seconds
• for an incorrect item, photographs of what you received alongside the label

Keep all packaging until your claim is closed. Discarding it before the claim resolves voids the claim, because carriers require it to process a damage claim.

Incomplete claims are returned to you for the missing evidence. The 7 day window applies to your initial claim, not to completing the evidence, provided you respond to our requests within 5 days.

We acknowledge within 2 business days and decide within 5 business days of receiving complete evidence. We choose the remedy at our discretion: a free replacement, a partial refund proportionate to the fault where the jacket remains wearable, or a full refund. A full refund is not automatic.

4.1 What is not a defect

• loose threads, minor cosmetic marks or packing creases that hang out
• small variations in stated measurements within manufacturing tolerance
• damage from misuse, or from snagging on lifts, rails, branches or ski edges
• damage from alteration, repair or washing outside the care instructions
• normal wear after use
• everything listed in Section 6

5. Care instructions

Hand wash cold and hang dry. Do not machine wash, tumble dry, bleach, iron, dry clean or use fabric softener. Do not store the jacket damp. Loss of colour reactivity caused by ignoring these instructions is not covered.

6. How the colour change works, and what is not a fault

SnowDrip reacts to moisture, not cold. The shell is black when dry and reveals colour where snow or water lands and melts into the fabric. As it dries, it returns to black.

The following are normal product behaviour and not defects:

• the colour taking longer to appear in very dry, cold powder, because the snow must melt on contact before it reacts
• the colour appearing lighter, patchier or in a different pattern to our videos, because the pattern is created by where the snow actually lands and is different every time
• the jacket being plain black when dry, which is the product working exactly as described
• colour intensity varying with temperature, humidity and how wet the fabric is
• gradual reduction in colour intensity after extended use and repeated washing
• minor variation in the black base tone between production batches
• on-screen colour differing from the physical item due to screen calibration

The reactive layer is rated for more than 50 washes when cared for as set out in Section 5.

7. Returns process

Do not send anything back without a Return Authorisation. Items returned without one are not accepted, not refunded, and are disposed of after 14 days.

1. Email support@snowdrip.co with your order number and the evidence in Section 4.
2. If approved we issue a Return Authorisation number, return instructions and the return address. The return address is issued only with an approved RA and is not published.
3. Mark the RA number clearly on the outside of the parcel.
4. Dispatch within 7 days of the RA being issued. RAs expire after 7 days.
5. We cover return shipping on approved damage, fault, incorrect item and first size exchange claims. In every other case return shipping is at your cost and is not refundable.

Returns are inspected on arrival. Where an item comes back worn, washed, damp, odorous, missing tags, missing packaging, incomplete, or damaged beyond what was reported, we may decline the refund entirely or apply a deduction reflecting the loss in value.

8. Non-returnable

• items worn outdoors, washed, or returned damp or odorous
• items returned without original tags attached
• items returned without original packaging
• items returned without a valid Return Authorisation
• items reported outside the windows in this policy
• gift cards
• free or bonus items included in a bundle, which hold no independent refund value

9. Bundles

Where part of a bundle is returned, the remaining items are re-priced at their standard individual rate and the refund is adjusted accordingly. Refunds are calculated on the amount actually paid, not the recommended retail price.

10. Refund processing

• refunds are issued to the original payment method only
• refunds are processed within 10 business days of written approval, or of our receipt and inspection of an authorised return
• your bank may take a further 5 to 10 business days to post the funds, which is outside our control
• original shipping charges are not refundable, except where a whole order is refunded due to our error

If more than 15 business days have passed since we confirmed your refund in writing and you have not received it, email support@snowdrip.co with your order number.

11. Payment disputes and chargebacks

You agree to contact us at support@snowdrip.co and allow us a reasonable opportunity to resolve any issue before initiating a chargeback, dispute or claim with your bank, card issuer or payment provider.

• a delay within, or reasonably beyond, the disclosed 2 to 4 week window is not a valid basis for a dispute, because you accepted that timeframe as a condition of purchase
• a change of mind is not a valid basis for a dispute
• a parcel confirmed as delivered by carrier tracking is not a valid basis for a non-receipt dispute
• where a dispute is raised, we supply the payment provider with your order record, timestamped proof of your acceptance of these terms at checkout, the delivery timeframe disclosure shown to you before payment, the full communication history, and carrier tracking and delivery confirmation
• raising a bad faith dispute may result in the loss of any remedy otherwise available to you under Section 4, and accounts associated with fraudulent disputes are blocked from future orders

Contacting us first is faster than a dispute, and in almost every genuine case we resolve it directly.

12. Your statutory rights

Nothing in this policy limits any rights you have under the consumer law that applies where you live. Where local law gives you greater rights than this policy, that law applies.

13. Contact

support@snowdrip.co

Put your order number in the subject line. We reply within 24 to 48 hours on business days. Claims sent by social media comment or direct message are not monitored and do not satisfy the notice requirements in this policy.

14. Changes

We may update this policy at any time. The version published here when you order governs your purchase.