Refund policy

1. Right of Withdrawal

For contracts concluded at a distance, consumers have the right to withdraw from the contract without giving any reason within 14 days of receiving the goods.

To exercise the right of withdrawal, the consumer must send a clear statement informing us of their decision to withdraw before the 14-day period expires. The statement may be sent by email to info@snowmonkey.com or by post to:

SAVIN d.o.o.
Glavni trg 51
3313 Polzela
Slovenia

The consumer must return the goods no later than 14 days from the day on which they informed us of their withdrawal from the contract.

Goods should be returned to:

SAVIN d.o.o.
Warehouse and returns address:
Cvetlična ulica 7
3313 Polzela
Slovenia
info@snowmonkey.com

We recommend returning the goods using a shipping method that provides proof of dispatch.

The consumer is responsible for the direct costs of returning the goods, unless we have agreed to cover these costs or otherwise agreed.

In the event of withdrawal from the contract, we will refund the consumer for the returned products, including the cost of the cheapest standard delivery option we offer. Additional costs resulting from the consumer choosing a more expensive delivery option will not be refunded. If the consumer returns only part of the products from an order and keeps the remaining products, the original delivery costs will not be refunded.

We will issue the refund using the same payment method that the consumer used for the original transaction, unless the consumer expressly agrees to a different method and does not incur any costs as a result.

We may withhold the refund until we have received the returned goods or until the consumer has provided proof that the goods have been sent back.

The consumer is liable for any reduction in the value of the goods resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The original packaging is not a condition for exercising the right of withdrawal. However, we ask consumers, where possible, to return the goods in their original packaging in order to reduce the risk of damage during transport.

The right of withdrawal does not apply to goods made according to the consumer's exact specifications or clearly personalised to their needs, nor to other exceptions provided for by law.

2. Defective Goods and Lack of Conformity

If the consumer receives goods that do not conform to the sales contract, they may exercise their statutory rights relating to the lack of conformity of the goods.

The consumer must notify the seller of the lack of conformity within two months from the date on which it was established and clearly describe the issue.

The notification may be sent to:

info@snowmonkey.com

We recommend that the consumer include photographs of the goods and a brief description of the problem, as this enables us to process the complaint more quickly.

If the package is visibly damaged upon delivery, or if damage to the goods is discovered upon receipt or after opening the package, we ask the consumer to inform us as soon as possible and, if possible, provide photographs of the package and the damaged goods. Such notification allows us to handle the damaged shipment more quickly and does not limit the consumer's statutory rights relating to lack of conformity.

In the event of a lack of conformity, the consumer may, subject to the conditions laid down by law, request that the goods be brought into conformity with the contract, request a proportionate reduction in the purchase price, or withdraw from the sales contract.

3. Warranty

In addition to the consumer's statutory rights relating to lack of conformity, Snow Monkey also provides a lifetime warranty on its products where such warranty is included in the offer for the particular product.

The warranty does not cover damage or defects caused by:

  1. improper use or negligent handling,
  2. mechanical damage,
  3. improper operation,
  4. unauthorised modifications or interventions,
  5. use of unsuitable or non-original components,
  6. force majeure.

The warranty and the consumer's statutory rights relating to lack of conformity are separate legal grounds. Exercising one of these rights therefore does not exclude the consumer's statutory rights under the other.

More information about the lifetime warranty is available on the Warranty page.

4. Contact

For any questions regarding returns, withdrawal from a contract, complaints or warranty claims, please contact us:

SAVIN d.o.o.
Glavni trg 51
3313 Polzela
Slovenia

Email: info@snowmonkey.com