Refund policy

Guarantee and services

As a matter of principle, there is no right of return for articles and products purchased from SNOW PEARL. An exchange is excluded. All complaints must be made within 10 calendar days of receipt of the goods, otherwise the goods are deemed to be free of defects and approved.

The seller delivers the goods in perfect quality. Minor external deviations in terms of thickness, colour, sizes and weight do not constitute a defect. The delivered products may deviate slightly from the illustrations. This does not constitute a defect. SNOW PEARL is entitled to make a replacement delivery instead of the defective goods.

If the replacement delivery fails, the customer can demand the cancellation of the purchase. The claim expires if the customer does not notify SNOW PEARL of the defect or wrong delivery within 10 days after receipt of the goods by email to info@snow-pearl.com.

SNOW PEARL's liability is in any case limited to the amount of the invoiced, defective goods. Other claims of the customer, irrespective of the legal ground, are excluded. SNOW PEARL, its auxiliary persons and any vicarious agents shall not be liable for damages that have not occurred to the goods themselves, in particular not for consequential harm caused by a defect, loss of profit, unrealised savings, other financial losses of the customer as well as damages from delay in delivery.

Furthermore, SNOW PEARL shall not be liable for damages which are due to any of the following causes:

• improper, non-contractual or unlawful storage, adjustment or use of the products;
• use of incompatible spare parts or accessories (e.g. power supply);
• failure to maintain and/or improper modification or repair of the products by the customer or a third party;
• force majeure, in particular damage caused by the elements, moisture, falls, impacts, etc., for which SNOW PEARL is not responsible.

If goods are delivered with obvious damage to the packaging or contents, the customer must immediately complain to the carrier/parcel service provider and refuse acceptance, without prejudice to his warranty rights. Hidden defects must be reported to the carrier/parcel service provider (e.g. responsible post office) within 24 hours (1 working day) of receipt of the goods. The customer is obliged to obtain a damage confirmation report from the parcel delivery company (e.g. postal employee). All transport damage must also be reported immediately to SNOW PEARL.

Orders are registered. A special guarantee certificate is not required. SNOW PEARL always requires the return of the defective goods or goods to be replaced and a copy of the purchase receipt. Further claims are excluded.

Normal wear and tear as well as the consequences of improper handling or damage by the customer or third parties as well as defects caused by external circumstances are not covered by the warranty. The guarantee obligation expires in the case of repairs carried out by service centres not authorised by SNOW PEARL.

What to do in case of damage?
Send a claim to  info@snow-pearl.com  and wait for further instructions. When sending in the defective item, it is essential to enclose proof of purchase (invoice). Any postage costs incurred will be charged to the customer.