Refund policy

Returns, replacements and refunds

At SkiWell, we stand behind our products. For returns or product issues, email skiwellgear@gmail.com with your order number.

Damaged or faulty products

If your product arrives damaged or develops a fault, please send a description of the issue and clear photos or a short video showing the damage or fault. This helps us assess the problem and arrange a replacement product or a refund. If the issue cannot be shown in a photo or video, contact us so we can arrange another way to assess it.

Once we have assessed the issue, we will agree the appropriate solution with you. Return shipping for a confirmed faulty, damaged or incorrectly supplied product is at our expense. Please contact us for return instructions before sending an item back.

Change-of-mind returns

We offer returns within 30 days of receipt for unused products in their original packaging. Email us to request return instructions. For change-of-mind returns, the customer pays the return shipping cost.

This voluntary 30-day policy does not limit your statutory rights. Where the statutory 14-day withdrawal right applies, you may cancel without giving a reason and inspect the product as you would in a shop. Photos or videos of a fault are not required for a change-of-mind return.

Refunds

Approved refunds are made to your original payment method. We normally process refunds within 5–10 business days after receiving and checking the return. Any applicable statutory refund deadlines take precedence.

Warranty

All products are covered by the statutory legal guarantee under EU consumer law. If your product develops a fault, follow the steps under Damaged or faulty products above.