Return and Refund Policy

Returns & Refunds

We understand that purchasing memorial items can be deeply personal, and we want you to feel supported and confident in your order.

Returns

If you receive an item that is damaged, faulty, or incorrect, please contact us within 7 days of receiving your order so we can make it right.

To be eligible for a return:

• Items must be unused and in their original condition
• Proof of purchase is required
   

Due to the personalised and memorial nature of many of our products, we’re unable to accept returns for change of mind or for custom-made items, unless the item arrives damaged or faulty.

How to Initiate a Return

To start a return, please email us at hello@solongsnowy.com with:

• Your order number 
• A brief description of the issue 
• Photos, if the item has arrived damaged or incorrect
   

We’ll guide you through the next steps with care.

Refunds

Once your return has been received and assessed, we’ll notify you of the outcome. If approved, your refund will be processed back to your original payment method within 5–10 business days, depending on your bank or payment provider.

Please note:

• Shipping costs are non-refundable unless the return is due to our error 
• Refund processing times may vary
   

Digital Products

All digital downloads (including personalised digital files) are non-refundable once delivered, as they cannot be returned. If you experience any issues with your file, please contact us and we’ll happily help.

Contact Us

If you have any questions about your order or this policy, please reach out at:

📧 hello@solongsnowy.com

We’re always here to help and will do our best to respond promptly and compassionately.

This policy is provided in accordance with the Consumer Guarantees Act 1993 and other applicable New Zealand consumer laws.