Refunds

Refund Policy

A refund may only be made on a product if a manufacturing fault is present OR we have made a mistake with your order.

Should there be a fault with the garment, notification to The Snake Hole must be made within 7 business days after the purchase date for a refund to be applicable. When items are returned, they must be in brand new original condition, un-worn, with all swingtags attached. Returns must be sent back within 10 days of contacting The Snake Hole.

Refund requests are processed exclusively in store or through the orders@thesnakehole.com e-mail. All other platforms (IG, Webchat, FB page) are deemed unacceptable measures of contact.

If a return is sent to The Snake Hole prior to contacting us, the return will not be accepted. Contact must be made via email to orders@thesnakehole.com before any returns are sent.

HOW TO INITIATE A REFUND

If you would like to exchange or refund your item, please email orders@thesnakehole.com with the following information: 

Name, order number, name/size/colour of the garment you received, as well as the issue or fault of the item. In most instances regarding a manufacturing fault, we will also require images of the present issue.

Please allow at least 3 business days for your refund request to be processed before sending any follow up e-mails.

Once your request has been accepted, the faulty item/s are to be returned to our warehouse via AusPost at our cost. Please include your contact name, phone number and e-mail address on 'FROM SENDER' section, so that the parcel can be identified to your refund request.

 We highly recommend keeping the tracking number of your return in a safe, accessible place as to remove any discrepancy over the status of your parcel.

Please allow at least a 48hr handling period between the time that your return arrives at our warehouse and your refund is issued.  Once your refund is actioned by us please allow 3-5 working days for the funds to be available again in your account.

Thank you x