Returns & refunds

30 days to change your mind

You have 30 days from delivery to send your order back for a full refund. That is longer than the 14-day statutory right of withdrawal, which of course still applies.

Conditions

The product must come back complete, with its accessories and, where possible, its original packaging.
A used product is still eligible: we want you to cook with your pan. Only damage going beyond normal use may lead to a reduced refund.
Gift cards cannot be returned or refunded.

How to go about it

Email us at contact.snowot@gmail.com with your order number and the reason for the return.
We reply within 24 hours with the return address and what to do next.
Send the parcel back. We recommend a tracked service: the parcel remains your responsibility until it reaches us.

Return postage is at your expense, except where the product is faulty, damaged or not what you ordered — in which case we cover it in full.

Refunds

Once your return arrives and has been checked, the refund is issued within 14 days to the payment method used for the order. How quickly it appears on your statement then depends on your bank, usually 3 to 5 working days.

Exchanges

Would you rather have a different size? Say so in your request: we exchange it at no extra cost, subject to availability.

Faulty product or wrong item sent

If you receive an item that is damaged, faulty or different from the one you ordered, contact us within 48 hours with photos. We arrange a replacement or a refund straight away, and cover the return.

Statutory guarantees

Regardless of this policy, you benefit from the statutory guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code), which applies for 2 years from delivery, and from the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). Enforcing these guarantees is free of charge and does not exclude any commercial warranty.

Right of withdrawal

Under article L.221-18 of the French Consumer Code, you have 14 days from delivery to exercise your right of withdrawal without giving a reason. Our 30-day policy extends that period voluntarily.