Refund policy
Cancellation and Refund policy
At all times, you must contact us prior to attempting to return any item.
Contact us using the Contact form or site@skismic.co.uk to deal with your request for a Refund. We act fairly and want to keep you as a satisfied customer.
We offer a refund if the product is clearly defective, the wrong product was delivered or the product was not delivered.
We will deal with you complaint with urgency and within 5 days of receiving your complaint you will have a final decision if we receive all the information requested.
In a case of a refund we aim to refund your money within 2 days of our decision subject to fraud detection measures.
If an item is returned within 14 days and is not defective, you, the customer, are responsible for the costs of shipping the returned item.
The EU legislation is at EU Consumer Rights Directive 2011/83/EU, Article 16(c).
The UK legislation is Consumer Contracts (Information, Cancellation and Additional
Charges) Regulations 2013, Regulation 28(1)(b).
All the products are custom made goods made to order and are not held as finished stock.
We believe that the EU or UK 14-day cooling-off period does not apply to such goods.
Faulty/damaged items
Please inspect the items upon receiving your order and contact us immediately at site@skismic.co.uk if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Customers must report any defects, damage, or incorrect items within 14 calendar days of the delivery date. This is the date it is delivered - not when the customer opens it.
To process any defect or damage claim, customers must submit via email initially (for speed):
- Order number
- Clear photos of the full product showing the issue
- Close-up photos of the specific defect
- Photo of the product tag showing size / product details
- Photo of the shipping label on the packaging
Claims without full photographic evidence will not be processed.
Refunds for other reasons
If approved, you’ll be automatically refunded on your original payment method minus any return delivery costs if the product is not defective. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you receive a free gift with your order and return any of the items, the free gift must be returned too. If it is not returned, the cost of the free gift will be deducted from your refund.