Refund policy
At Skymall, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the return and refund terms below.
1. Returns
You may be eligible to return an item in accordance with our return policy and applicable UK consumer protection laws.
For most online purchases, UK consumers may have a statutory right to cancel an order within 14 days of receiving the goods, subject to applicable legal exceptions.
If you wish to exercise your cancellation or return rights, please contact us within the applicable period.
Email: [Your Customer Support Email]
Please include your:
- Full name
- Order number
- Product name
- Reason for contacting us
- Relevant photographs or videos, where applicable
2. Condition of Returned Items
Where you are returning an item because you have changed your mind, the item should be handled with reasonable care.
Depending on applicable law, you may be responsible for any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics, and functionality.
Certain products may not be eligible for return where an applicable legal exception applies, including certain personalised, sealed, hygienic, or otherwise exempt products.
3. Faulty, Damaged, or Incorrect Items
If you receive a product that is:
- Damaged
- Defective
- Faulty
- Incorrect
- Missing parts
please contact us as soon as possible after delivery.
We may ask you to provide photographs or videos showing the issue so that we can investigate and determine the appropriate solution.
Depending on the circumstances and applicable consumer law, we may offer a replacement, repair, refund, or another appropriate remedy.
4. Refunds
Once your return or refund request has been approved, we will process the applicable refund to your original payment method unless otherwise agreed or permitted by law.
Refund processing times may vary depending on your payment provider or bank.
You will receive confirmation when your refund has been processed.
5. Refund Timing for Cancellations
Where you exercise a statutory right to cancel an online purchase, refunds will be provided in accordance with applicable UK consumer protection laws.
Where required by law, we will refund the relevant payments within the applicable legal timeframe.
For standard delivery, the refund may include the basic delivery cost paid by you. Additional costs resulting from choosing a more expensive delivery option may not be refundable where permitted by law.
6. Return Shipping Costs
Where you are returning an item because you have changed your mind, you may generally be responsible for the direct cost of returning the goods, unless:
- The item is faulty or defective
- The item was sent incorrectly
- We have agreed to cover the return cost
- Applicable law requires otherwise
For faulty, damaged, or incorrectly supplied items, we will handle return arrangements in accordance with applicable law.
7. Exchanges
We may offer exchanges for certain products where appropriate.
If you would like to request an exchange, please contact our customer support team before sending the item back.
Exchange availability may depend on product availability.
8. Non-Returnable Items
Some products may not be eligible for cancellation or return where an applicable legal exception applies.
Examples may include certain:
- Personalised or customised products
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
- Products that deteriorate or expire quickly
- Digital products where applicable legal conditions for exclusion have been met
Nothing in this section limits any statutory rights you may have under UK law.
9. Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it, please:
- Check your bank or payment account.
- Contact your payment provider.
- Contact your bank if necessary.
- If you still cannot locate the refund, contact us at [Your Customer Support Email].
We will assist you in checking the status of the refund.
10. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible.
We will try to cancel the order where it has not yet entered the fulfilment or shipping process.
If the order has already been processed or shipped, cancellation may no longer be possible at that stage, but you may still have applicable statutory cancellation or return rights.
11. Returns for Dropshipped Products
As Skymall operates a dropshipping model, some products may be fulfilled and shipped directly by third-party suppliers.
Return instructions may therefore vary depending on the product and fulfilment partner.
Please do not send a return to a supplier or fulfilment address without first contacting Skymall and receiving return instructions.