Refund policy

Refunds, Returns & Cancellations Policy

1. Overview

We want you to be satisfied with your purchase. This policy explains how returns, cancellations, refunds and international delivery issues are handled when you purchase products from Stow Snowsports (“we”, “us” or “our”).

This policy applies to purchases made through www.shop-stow.com, subject to any mandatory consumer protection laws that apply to your order.

Nothing in this policy limits or excludes your statutory rights. If any part of this policy conflicts with mandatory applicable law, your statutory rights will take precedence.

2. Your Right to Cancel an Online Order

If you are a consumer purchasing goods online, you generally have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise this right, you must notify us clearly of your decision to cancel within the applicable 14-day cancellation period. You may contact us using the details provided in the “Contact Us” section below.

After notifying us of your cancellation, you must return the goods within a further 14 days.

Goods should be returned in a condition that allows us to assess their nature, characteristics and functioning. You may handle goods to the extent reasonably necessary to inspect them as you would in a physical shop. However, you may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods.

Unless the goods are faulty, damaged, incorrectly supplied or otherwise subject to a legal requirement that we cover the return costs, you are responsible for the direct cost of returning goods when exercising your right to cancel. We recommend using a tracked delivery service and retaining proof of postage.

3. Refunds for Cancelled Orders

Where you exercise your statutory right to cancel, we will refund payments in accordance with applicable consumer law.

Refunds will generally include:

The price paid for the returned goods.
The cost of the least expensive standard delivery option we offered, where required by law.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our least expensive standard delivery option, where the law permits this.

We may wait until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first, before issuing a refund, as permitted by law.

Where the statutory cancellation rules apply, we will issue the refund within the legally required timeframe, generally within 14 days of receiving the returned goods or receiving sufficient evidence of their return, as applicable.

Refunds will ordinarily be made using the original payment method unless you expressly agree otherwise. We will not charge a refund administration fee or make deductions that are prohibited by law.

4. Faulty, Damaged or Incorrect Goods

Your statutory rights apply if goods are faulty, damaged, not as described, not of satisfactory quality or otherwise fail to meet the requirements of applicable consumer law.

Depending on the circumstances and the remedy available under the law, you may be entitled to a refund, repair or replacement.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods for a refund. Different rules may apply in particular circumstances, including where repair or replacement has been agreed or attempted.

Where goods are faulty, damaged, incorrectly supplied or otherwise qualify for a statutory remedy, we will not require you to bear return costs that we are legally required to pay.

Please contact us as soon as reasonably possible with your order number and details of the problem. Photographs may help us assess damage or an incorrect item, but we will not use a request for photographs to restrict any statutory right you have.

5. Items That Cannot Usually Be Returned for Change of Mind

The statutory 14-day cancellation right does not apply to certain types of goods in specified circumstances. These may include:

Goods made to the consumer’s specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly.
Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the relevant legal conditions are met.
Other goods or contracts that fall within a statutory exception.

These exceptions do not remove your rights if goods are faulty, damaged, misdescribed or otherwise subject to a legal remedy.

Where an exception applies to a product we sell, we will provide the relevant information before purchase where required.

6. International Orders, Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, customs clearance fees or other charges imposed by the destination country or its authorities.

Unless the checkout or delivery terms expressly state that such charges are included in the purchase price or will be paid by us, the customer is responsible for applicable import charges payable by the recipient.

By placing an international order, you should check the import requirements applicable to your destination and be prepared to pay charges lawfully imposed on the shipment.

We are not responsible for import charges imposed by a destination country's authorities merely because an order is delivered internationally. However, our obligations will depend on the delivery terms agreed at checkout and applicable law.

Please refer to the shipping policy for additional information.

7. Refused Delivery Due to Unpaid Import Charges

If you refuse to pay applicable import duties, import taxes, customs clearance fees or other charges required to release your shipment, the carrier or customs authority may hold, return, abandon or otherwise dispose of the goods in accordance with its procedures and applicable law.

If a shipment is returned to us because you have declined to pay import charges, we will assess the circumstances and any refund due in accordance with this policy and applicable law.

Where legally permitted, we may seek to recover reasonable, direct and evidenced costs that we have actually incurred as a result of the refusal, such as:

Return-to-sender shipping charges imposed by the carrier.
Additional carrier handling or administration charges directly relating to the return.
Customs-related charges that we are legally liable to pay and cannot reasonably recover.

Any deduction or recovery will be limited to costs that we are legally entitled to charge you, taking account of the terms disclosed before your purchase, the circumstances of the shipment and applicable consumer protection law. We will not impose arbitrary penalties, retain sums without a lawful basis or deduct costs where doing so would infringe your statutory rights.

Important: Where you have exercised a statutory right to cancel, or where a refund is due because goods are faulty, damaged, incorrectly supplied or otherwise subject to a statutory remedy, we will not make deductions for international return costs or other charges where such deductions are prohibited by law.

Where a deduction is legally permissible, we will explain the basis of the deduction and, where reasonably practicable, provide details of the relevant costs.

Any customs duties or import taxes paid directly by you to a foreign authority or carrier are generally matters between you and that authority or carrier. You may need to contact them separately to determine whether a refund is available.

8. Orders Returned to Us Without Prior Cancellation

If an order is returned to us because delivery could not be completed, the address supplied was incorrect, the parcel was not collected, or import charges were not paid, this does not automatically mean that the order has been cancelled under the statutory cancellation rules.

We will assess the circumstances and contact you where appropriate. Any refund, deduction or additional amount sought will be handled in accordance with the contract, the information provided before purchase and applicable law.

We will not treat a parcel's return to us as automatically removing any statutory cancellation rights you may have. Nor will we automatically treat a shipment as cancelled solely because the carrier has returned it.

9. Exchanges

If you would prefer an exchange rather than a refund, please contact us to discuss the available options.

Exchanges are subject to stock availability and any applicable legal requirements. Nothing in this section limits your statutory rights to a refund, repair or replacement.

10. How to Request a Return or Refund

To request a cancellation, return or refund, please contact us with the following information:

Your full name.
Your order number.
The item or items concerned.
Whether you are cancelling your order, reporting a problem or requesting an exchange.
Any relevant details or supporting photographs, where appropriate.

Contact email: contact@shop-stow.com
Business name: Stow Snowsports
Business address: 4 Dawn Avenue, Tunstall, ST6 7JS

Please wait for any return instructions we provide before sending goods back, unless you are already arranging a return under your statutory cancellation rights. Any instructions we provide will not reduce your legal rights.

11. Refund Processing

Once a refund has been approved or is otherwise legally due, it will be processed within the applicable statutory timeframe.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

We will not delay a refund beyond the period permitted by law merely because we are investigating an unrelated matter.

12. Changes to This Policy

We may update this policy from time to time to reflect changes to our business practices or legal requirements. The version applicable to an order will be considered alongside the terms agreed at the time of purchase and any mandatory legal rights.