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. 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