At Skechart, customer satisfaction is our highest priority. We want every customer to shop with complete confidence, knowing that if something isn’t right, our support team is here to help.

This Return & Refund Policy explains the terms governing returns, refunds, exchanges, and order cancellations for purchases made through the Skechart website.

Skechart is headquartered in the United Kingdom and proudly serves customers across both the United Kingdom and the United States. To provide faster delivery and a better shopping experience, we operate through trusted fulfillment partners and warehouse facilities in both countries. Whenever possible, orders are dispatched from the warehouse closest to the customer’s delivery location.

1. Return Eligibility

We offer a 30-Day Return Window, beginning on the date your order is successfully delivered.

To qualify for a return, your item must meet the following conditions:

  • Be unused, undamaged, and in its original condition.
  • Be returned with all original packaging, accessories, manuals, labels, and included components.
  • Show no signs of misuse, accidental damage, modification, or excessive wear after delivery.
  • Be securely packaged to prevent damage during return transit.

Products returned with missing parts, damaged packaging, or visible signs of improper use may be eligible for only a partial refund or may not qualify for a refund, depending on the condition of the returned item.

2. Non-Returnable Items

For health, hygiene, safety, and product-specific reasons, certain products are not eligible for return or refund.

These may include:

  • Personalized or custom-made products
  • Clearance and final-sale items
  • Perishable goods
  • Opened personal care or hygiene products
  • Gift cards
  • Downloadable digital products or software (where applicable)
  • Any item specifically marked as non-returnable at the time of purchase

If you’re unsure whether your product qualifies for a return, please contact our customer support team before submitting a request.

3. Return Shipping

Customer Preference Returns

If you’re returning an item because:

  • You ordered the wrong product
  • You changed your mind
  • The item is no longer required
  • You purchased the wrong size or model

The cost of return shipping will generally be your responsibility unless otherwise stated during purchase or required by applicable consumer protection laws.

Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged during shipping
  • Defective or not functioning properly
  • Different from what you ordered
  • Missing important parts or accessories

Please notify our support team within 7 days of delivery.

After reviewing your request, Skechart may provide one of the following solutions:

  • Replacement product
  • Full refund
  • Partial refund
  • Return shipping assistance at no additional cost
  • Another suitable resolution based on the circumstances

To help us process your request quickly, please include clear photographs of the product, packaging, shipping label, and any visible damage.

4. How to Request a Return

Before sending any product back, you must first obtain Return Authorization from our customer support team.

To begin a return request, please contact us at:

Email: support@skechart.shop

Please include the following information:

  • Full Name
  • Order Number
  • Product Name
  • Reason for Return
  • Photographs (for damaged, defective, or incorrect items)

Our support team will carefully review your request and provide detailed return instructions, including the appropriate return address.

Returns sent without prior authorization may be refused or delayed.

5. Return Processing

Because Skechart fulfills orders through warehouse partners in both the United Kingdom and the United States, return instructions may differ depending on where your order was originally shipped.

To ensure your return reaches the correct facility, please do not send any product back without receiving authorization from our support team.

Once your request has been approved, we’ll provide:

  • The correct return address
  • Return instructions
  • Any applicable shipping guidelines
  • Additional documentation if required

Our team will begin processing your return after the item has been received and inspected at the designated fulfillment center.

6. Refunds

Once your returned item has been received at the appropriate fulfillment center and successfully inspected, we’ll notify you of the outcome by email.

If your refund request is approved:

  • Your refund will be issued to the original payment method used for the purchase.
  • Refunds are typically processed within 5–10 business days after approval.
  • Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the funds appear in your account.

If your refund has not been received after the expected timeframe, we recommend first contacting your financial institution or payment provider before reaching out to our support team.

7. Exchanges

We gladly replace products that arrive:

  • Damaged during transit
  • Defective upon arrival
  • Incorrectly shipped
  • Missing essential parts or accessories

If an exchange is approved, we’ll arrange a replacement as quickly as possible, subject to product availability.

If you wish to exchange a product for a different model, size, or item due to personal preference, you may return the eligible product in accordance with this policy and place a new order separately.

8. Order Cancellations

We understand that plans can change.

Orders may be canceled provided they have not yet entered processing or shipment.

If your order has already been processed, packed, or dispatched from one of our fulfillment centers, cancellation may no longer be possible. However, eligible products may still qualify for return after delivery under this Return & Refund Policy.

If you need to request a cancellation, please contact our customer support team as soon as possible after placing your order.

9. Lost or Missing Packages

If your tracking information indicates that your order has been delivered but you have not received it, we recommend taking the following steps:

  • Verify the shipping address provided during checkout.
  • Check with family members, neighbors, reception staff, or building management.
  • Contact the shipping carrier using your tracking number for additional delivery information.
  • If you’re still unable to locate your package, contact our customer support team.

We’ll work closely with the shipping carrier whenever possible to investigate the issue and help identify an appropriate resolution.

10. Refused or Undeliverable Shipments

If you intend to refuse a delivery, please contact us before doing so.

Packages returned because they were refused, abandoned, or could not be delivered due to incorrect shipping information supplied by the customer may be subject to:

  • Return shipping charges
  • Carrier handling fees
  • Partial refunds where applicable

Any applicable deductions will be communicated before your refund is processed.

11. Chargebacks & Fraud Prevention

To maintain a secure shopping environment and protect both our customers and our business, Skechart reserves the right to:

  • Review disputed transactions.
  • Request additional verification for certain orders.
  • Investigate unauthorized payment disputes or chargebacks.
  • Delay, suspend, or cancel orders identified as potentially fraudulent.
  • Decline future purchases associated with fraudulent activity, abuse of store policies, or repeated unauthorized chargebacks.

Where appropriate, Skechart may cooperate with payment providers, financial institutions, shipping carriers, and relevant authorities during fraud investigations.

12. Policy Updates

Skechart reserves the right to modify or update this Return & Refund Policy at any time to reflect changes in our business operations, legal obligations, fulfillment procedures, or customer service practices.

Any revisions become effective immediately upon publication on this page unless otherwise stated.

We encourage customers to review this policy periodically to stay informed of any updates.

Contact Us

If you have any questions regarding returns, refunds, exchanges, cancellations, or this policy, our customer support team will be happy to assist you.

United Kingdom Head Office

Skechart

Address:
78 High St Annan, DG12 6DL, United Kingdom

Email:
support@skechart.shop

Phone:
+44 (169) 773 649

Business Hours

Monday – Saturday: 9:00 AM – 5:00 PM

Sunday: Closed

Thank you for choosing Skechart. We appreciate your trust and remain committed to providing quality products, reliable service, and a fair, transparent return process for customers in both the United Kingdom and the United States.