Refund policy
General Information
These terms apply to anyone using or making purchases through SkiMate. By completing a purchase, you agree to these terms. We reserve the right to update or amend these terms at any time.
Prices
All prices on the website are listed excluding VAT. We reserve the right to change prices without prior notice. The products offered are those available on the website at the time of your order. We strive to describe and display the products as accurately as possible.
Refunds
You may return your product for a refund within 14 days of receiving it. Please note that shipping costs for returns due to a change of mind will not be reimbursed.
Returns
To initiate a return, please contact us at contact@shopskimate.com You will receive instructions via email on where to return the item.
For returns under the right of withdrawal, the item must be sent to our warehouse in China. You are responsible for all return shipping costs, including any taxes or duties that may apply. Please note that these costs are non-refundable. However, if the product is proven faulty, we will refund the return shipping costs as part of the total refund amount.
Once we have received your returned item, we will notify you via email. Your refund will then be processed, and the amount will be credited to your original payment method within 5-10 business days. Please include your order and tracking number with the return to ensure quick processing.
Damage and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the incorrect item so we can evaluate and resolve the issue.
To return damaged or incorrect items, please follow these steps:
(1) Contact our customer service via email contact@shopskimate.com
(2) Send a photo with a description of the damaged or incorrect item and the order number assigned to the item in question. Once we receive your email and assess the damage, we will contact you to determine the desired outcome. Please note that all damaged, defective and incorrect or have missing item(s) must be reported within 7 days of delivery.
Delayed or Missing Refunds
If you have not yet received your refund, first check your bank account again. Then contact your credit card company or bank, as processing times can vary. If you’ve done all of this and still have not received your refund, please contact us at contact@shopskimate.com.
Exchanges
We only replace items if they are defective or damaged. To exchange an item, please contact us via our contact form.
Shipping Information, Unclaimed package and Incorrect Delivery Addresses
Please ensure that your shipping information is accurate at checkout, as we are not responsible for orders delivered to incorrect or incomplete addresses. If your package is redirected to a local post office for collection and is not picked up within the specified time frame, it may be returned to the warehouse overseas. Please note that any return fees incurred will be the responsibility of the customer. However, there is also a risk that it could be abandoned and destroyed. Please note that we are not liable for such cases. Please ensure to collect your package promptly to avoid such issues. For any questions or assistance, feel free to contact us at contact@shopskimate.com.
Order Cancellation
We’re excited to get started on your order! With our fast processing time, we’re unable to cancel orders once they’re placed. However, you’re always welcome to return items if needed. If you have any questions or need help, just reach out—our team is here for you!