RETURN, REFUNDS & EXCHANGE POLICY
Can I request a refund?
YES – products that are damaged, faulty, or significantly different to the images or description as listed on the website can be refunded. Rarely manufacturers will change styles and designs without advising us but we aim to keep all information current. Please note shipping and handling costs are non-refundable.
Do we exchange?
YES – We will exchange on purchased item(s) for the purpose of changing sizes. We cannot guarantee the same product will be in stock at the time of exchange. Therefore its important to choose sizes carefully.
We will not accept refunds if you have not read the shipping time frame correctly.
Exchange authorization is at our discretion therefore the customer is responsible for their purchases; please choose your items carefully. We can refuse the right to exchange, refund or return on items if you simply changed your mind or make a wrong decision (all delivery & shipping costs on authorized exchanges are the responsibility of the purchaser).
Do I have a time limit on submitting a refund or exchange?
YES – Firstly please notify us of your intent to request a refund or exchange within 24 hours of receiving the product (see process below). You then have 7 Days from the authorisation to return your items to us. We won't process returns outside of this time-frame.
Does Snog the Frog have a time limit providing a refund or exchange?
YES - We aim to process the refund or exchange within 7 working days from receiving an authorised return or exchange but generally we're quicker than that. During busy periods such as Halloween & Christmas this may increase to 14 working days
It's worth considering re-ordering while we're working through a refund or exchange if you are worried about an event deadline.
Are there any items that CANNOT be refunded?
YES – Due to health and safety reasons there are certain items that are never returnable, unless they are still in their original packaging, unopened, unworn or altered in any way. If there is any sign of the packaging being opened, or the items removed a refund will not be allowed.
Here they are:
- Socks and stockings
- Eyelashes or contacts
- Wigs, beards, facial hair or any other artificial hair product
- Prosthetics, fangs or any other fake teeth
- Special Order items - including all Mascots
- Any item that has been worn, used or altered
Are there any other costs that I may incur if I am authorised to get a refund or exchange?
YES - There are some costs associated with processing refunds or exchanges that are passed on to the customer:
- There is a 20% restocking fee for all returns & exchanges when more than five of one item is ordered and returned.
- All shipping & handling costs are the responsibility of the customer.
How do i initiate a return for a refund?
Please double-check to make sure you've included all of the pieces and packaging before returning anything.
1- Notify us within 24 hours of receiving the goods. You can tell us about your return request here: support@snogthefrog,com.au
Please provide the following information:
* Contact number and name.
* Your order number
* A brief description of the problem and if you require a refund (damaged or faulty) or exchange (of size, pending availability)
2- All requests submitted will receive a confirmation email, if you do not receive an email confirmation; it's possible the security on your computer is blocking our email. Please double check that the confirmation email has not ended up in the junk or spam folders. If you still have not received the mail please call (02) 9690 2001.
3- We will assess your request and if authorised, we will supply you with a return ID.
4- Please include the return ID on the outside of the packaging.
5- Please send the parcel back to us via a trackable postal service such as Australia Post Registered Post or Australia Post Express Post. If these services are not used then there's a chance returned items can be lost.6- Once authorised and labelled correctly you need to send the parcel to:
Snog The Frog Online
10 Hart Street
Surry Hills NSW 2010
PLEASE INCLUDE A SELF-ADDRESSED PRE-PAID POST SATCHEL WITHIN THE PARCEL LARGE ENOUGH TO ALLOW US TO RETURN THE ITEM(S) AS QUICKLY AS POSSIBLE.
If Snog The Frog has caused the error, then we will arrange for the return postage costs.
How do i initiate a return for an exchange?
1- Follow the same process as the Return for refunds.
2- However due to stock supplies, we can not guarantee your exchanged item will be in stock by the time we receive your returned item for exchange. It is in the customer’s best interest to place a new order for the needed replacement item(s) immediately, then return the item that you are exchanging. This also ensures the fastest delivery of your replacement item(s).
3- Once the exchanged item(s) has been received, we will refund the returned item (refunds will only be for the merchandise only not including the postage and handling).
4- If you wish to wait for us to resend the exchanged item(s) and not re-order the required items yourself online then there may be delays for items that are temporarily out of stock.
PLEASE INCLUDE A SELF ADDRESSED PRE-PAID POST SATCHEL WITHIN THE PARCEL TO ALLOW US TO RETURN THE EXCHANGED ITEM(S) AS QUICKLY AS POSSIBLE.
If am eligible for a return or exchange refund, how do I get paid?
All refunds approved by Snog The Frog will be done via electronic transfer back into the customer's nominated account using our payment gateways.
If you have any questions about these guidelines please contact us firstname.lastname@example.org