Refund policy

Return Policy

We offer a 30-day return window, which begins upon receipt of your item. To initiate a return, please contact us at sales@skeleton.net.nz within this period.

Please note the following conditions:

- A 15% restocking fee may apply, along with any applicable Shopify or Xero credit card processing fees.

- For invoices originating from Xero, Stripe Credit Card fees will not be refunded.

- Original shipping costs are non-refundable.

- To be eligible for a return, items must be unused, unmodified, and in their original packaging, in the same condition as received.

- A receipt or proof of purchase is required.

Once your return request is approved, we will provide a return shipping label and detailed instructions on how to return your item. Returns sent without prior authorization will not be accepted.

For any questions regarding returns, please don’t hesitate to contact us at sales@skeleton.net.nz.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.