Refund policy
SKLYR — RETURNS, REFUNDS & WITHDRAWAL POLICY
Effective Date: 10 May 2026
2. RIGHT OF WITHDRAWAL (EU/EEA CONSUMERS — 14 DAYS, NO REASON NEEDED)
2.1 If you are a consumer in the EU/EEA, you may withdraw from your purchase within 14 calendar days without giving a reason. The period runs from the day you (or a third party other than the carrier designated by you) receive the goods.
2.2 How to withdraw: send a clear statement to hello@sklyr.com before the period ends. You may use this model form: "I hereby withdraw from my contract for the following goods [order number / description], ordered on [date], received on [date]. Name, address, date." You then return the goods within 14 days of notifying us.
2.3 Promotions, sales and new collections are fully returnable. The right of withdrawal applies to all items, including discounted items, sale items, items bought with a promotional code, and new-collection pieces. The only exceptions are the specific categories listed in Section 4.
2.4 Return shipping cost (withdrawal): our returns warehouse is located in [China / location]. For change-of-mind returns, you pay the cost of return shipping, estimated at approximately [€25] per parcel. You can either arrange and pay for the return yourself, or use a label we provide, in which case the return cost will be deducted from your refund.
2.5 What we still refund to you (this is not the same as "you pay everything"): even when you pay the return shipping, we refund the price of the goods and the standard outbound delivery you originally paid. You only bear the cost of sending the item back.
Worked example: Dress €40 + €5 outbound shipping = €45 paid. You change your mind and return it to our warehouse for €25.
- We refund you €45 (€40 product + €5 outbound shipping).
- You have paid €25 to send it back, which is not refunded.
- Net result: the only cost you bear is the €25 return shipping.
3. FAULTY, INCORRECT OR NON-CONFORMING ITEMS (OUR FAULT — WE PAY)
3.1 If an item is defective, damaged on arrival, not as described, or we sent the wrong item, we cover all costs: we provide a prepaid return label and refund you in full, including original outbound and return delivery. You never pay return shipping for a faulty or incorrect item — including the cost of returning it to our warehouse abroad.
3.2 This is in addition to your legal guarantee of conformity (3 years under Spanish law). Email hello@sklyr.com with your order number and, where relevant, a photo, so we can replace or refund quickly.
4. ITEMS THAT CANNOT BE RETURNED UNDER THE RIGHT OF WITHDRAWAL
In line with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Sealed hygiene items (e.g. underwear, swimwear) where the hygiene seal has been removed after delivery;
- Custom-made or personalised goods produced to your specifications (a standard item is not "custom-made" merely because it is new or part of a new collection);
- Gift cards / store credit (non-refundable, no cash value).
This does not affect your rights if any such item is faulty or non-conforming (Section 3).
5. CONDITION OF RETURNED GOODS
5.1 You may try on items as you would in a shop. You will not lose your right to withdraw simply because you tried something on.
5.2 We may reduce your refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods — for example items returned washed, altered, worn beyond trying-on, or carrying stains or odours (make-up, self-tanner, perfume, smoke). This is a deduction, not a refusal.
6. HOW TO RETURN
6.1 Email hello@sklyr.com with your order number to start a return. We will confirm the returns address and the procedure.
6.2 Returns address: [insert full returns address — e.g. warehouse address in China].
6.3 For withdrawal returns (you pay), we recommend a tracked service and keeping proof of postage; you are responsible for the parcel until it reaches us. For faulty/incorrect items, use the prepaid label we provide.
6.4 We do not require pre-authorisation as a condition of your statutory right to withdraw; these steps simply help us process your return.
7. REFUNDS
7.1 Timing: for withdrawals, we refund within 14 days of being informed of your decision. We may withhold the refund until we receive the goods back or you provide proof you have sent them, whichever is earlier.
7.2 What we refund (withdrawal): the price of the goods plus the standard outbound delivery. If you chose a more expensive delivery option, we refund up to the cost of our standard option. The return shipping cost is borne by you (Section 2.4).
7.3 What we refund (our fault): the full amount, including all delivery and return costs (Section 3).
7.4 Method: refunds go to your original payment method.
7.5 For change-of-mind returns from outside the EU, any customs/import charges we incur to receive the parcel may be deducted, where we informed you in advance. This never applies to faulty/incorrect items.
8. EXCHANGES
We do not offer direct exchanges. For a different size or colour, please return the original item and place a new order.
9. CUSTOMERS OUTSIDE THE EU/EEA
The 14-day EU right of withdrawal does not apply outside the EU/EEA. For non-EU customers, returns are accepted for faulty, damaged or incorrect items (Section 3), plus any non-waivable rights under the customer's local law.
10. LAW, JURISDICTION AND DISPUTES
10.1 Governed by Spanish law, without prejudice to the mandatory consumer-protection rules of your country of residence (Art. 6 Rome I Regulation).
10.2 For consumers, the jurisdiction rules of Regulation (EU) 1215/2012 apply; for business customers, the courts of Cádiz, Spain. Consumers in Spain may also use the Consumer Arbitration Boards (Juntas Arbitrales de Consumo).
10.3 (The EU Online Dispute Resolution platform was discontinued on 20 July 2025 and no longer applies.)
11. CHANGES
We may update this policy. The version in force at the time of your order applies to that order; changes are not applied retroactively.
12. CONTACT
Returns and claims: hello@sklyr.com Hours: Monday–Friday, 10:00–18:00 (CET).