Refund policy
This policy explains our approach to returns, cancellations, and refunds for all products sold by Snow Flow, including commercial machines and consumables. Nothing in this policy limits any rights you have under the Australian Consumer Law.
Change of mind
Snow Flow does not accept returns, exchanges, or refunds for change of mind on any product, including machines and consumables. Commercial equipment is supplied to specification and is not returnable on the basis that you have changed your mind after purchase.
Please choose carefully before placing your order. If you have questions about a product before you buy, contact us — we're happy to help.
Cancellations before dispatch
An order may be cancelled before it has been dispatched. Contact Snow Flow as soon as possible. Where the order has been paid, a refund will be issued to the original payment method within 5 business days of the cancellation being confirmed.
Where payment was made by a method that incurs a merchant processing fee (including card payments and PayPal), the fee charged to Snow Flow by the payment processor is non-refundable and will be deducted from the refund. Snow Flow does not retain this amount — it is a cost charged by the payment network that is not returned to us when a transaction is reversed. This deduction applies only to customer-initiated cancellations. It does not apply where Snow Flow is at fault.
Cancellations after dispatch
An order cannot be cancelled once it has been dispatched. If the order is received and there is a genuine problem with the goods — wrong item or damage — follow the reporting steps in our Shipping policy.
Refunds
Where a refund is approved, Snow Flow will process it to the original payment method within 5 business days of approval.
- Full refunds — Snow Flow at fault. Where a refund arises because we sent the wrong item, the goods were damaged in transit on outbound delivery, or a refund is required under the Australian Consumer Law, the refund is issued in full. No payment processing fee deduction applies.
- Refunds on customer-initiated cancellations. Where an order is cancelled before dispatch at your request, the net amount — after deduction of any non-refundable merchant fee — is refunded within 5 business days of the cancellation being confirmed.
Refunds are not issued for change-of-mind returns.
Wrong item or damaged on arrival
If you received the wrong item, report it within 7 days of delivery. If your order arrived damaged, follow the reporting steps in our Shipping policy — including the timeframes for visible and concealed damage.
Machine warranty
Snow Flow machines are covered by Snow Flow's own 12-month warranty, not a third-party manufacturer's warranty. Warranty claims — including how to make a claim and how warranty freight works — are covered on our Warranty page.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law.
Contact
For any questions about cancellations, returns, or refunds, contact us via the support page on our website.
