Política de reembolso
SKLEYS — RETURNS, REFUNDS & WITHDRAWAL POLICY
1. ABOUT THIS POLICY
1.1 This Returns, Refunds & Withdrawal Policy applies to purchases made through skleys.com.
1.2 Returns and claims can be submitted to hello@skleys.com.
1.3 Nothing in this policy limits, excludes or replaces any mandatory consumer rights that apply under applicable law.
2. RIGHT OF WITHDRAWAL (EU/EEA CONSUMERS — 14 DAYS, NO REASON NEEDED)
2.1 Right of withdrawal
If you are a consumer in the EU/EEA, you may withdraw from your online purchase within 14 calendar days without giving a reason.
The withdrawal period runs from the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.
Where multiple goods forming part of the same order are delivered separately, the withdrawal period is calculated in accordance with the applicable consumer rules.
2.2 How to exercise your right of withdrawal
To exercise your right of withdrawal, send us a clear and unequivocal statement before the withdrawal period expires.
Email:
You may use the following model wording, although its use is not mandatory:
"I hereby give notice that I withdraw from my contract for the sale of the following goods: [order number / item description], ordered on [date] and received on [date]. Name, address and date."
After notifying us of your withdrawal, you must return the goods without undue delay and, in any event, no later than 14 calendar days from the date on which you informed us of your decision to withdraw.
2.3 Promotions, sales and new collections
The statutory right of withdrawal also applies to eligible products purchased during promotions, sales, with discount codes or as part of a new collection.
A discount or promotional price does not by itself remove your statutory right of withdrawal.
The only exclusions are those permitted by applicable law, including those described in Section 4.
2.4 Return shipping cost for change-of-mind returns
Our authorised returns warehouse is located in Guangzhou, Guangdong, China.
For a return made solely because you changed your mind under the statutory right of withdrawal, you are responsible for the direct cost of returning the goods.
The cost of return shipping depends on factors such as your country, carrier, parcel weight and shipping method.
We strongly recommend using an affordable tracked shipping service and keeping proof of postage.
Where SKLEYS offers you the option of using a return label arranged by us, the applicable return shipping cost will be clearly communicated before you accept that option and may be deducted from your refund with your agreement.
2.5 What is refunded following withdrawal
Where the statutory right of withdrawal applies, we refund the price paid for the returned goods.
We also reimburse the cost of the least expensive standard outbound delivery method offered by us, where you originally paid an outbound delivery charge.
If you chose a more expensive delivery method than our least expensive standard option, we are not required to reimburse the additional delivery cost.
The direct cost of sending a change-of-mind return back to us remains your responsibility as described in Section 2.4.
3. FAULTY, INCORRECT OR NON-CONFORMING ITEMS
3.1 Faulty, incorrect or non-conforming products
If an item is defective, damaged on arrival, materially different from its description, or you receive the wrong item, the matter is not treated as a simple change-of-mind return.
Your statutory conformity rights apply.
Where a return is necessary because of a lack of conformity for which we are responsible, SKLEYS will bear the necessary return costs.
Depending on the circumstances, we may provide a prepaid return label or arrange another appropriate return method.
You will not be required to bear the necessary cost of returning a faulty, incorrect or non-conforming item where applicable consumer law places that cost on us.
3.2 Legal guarantee of conformity
Consumers benefit from the mandatory legal guarantee of conformity provided by applicable consumer law.
Under Spanish consumer law, new goods are subject to the statutory conformity regime, including the applicable three-year liability period from delivery.
Nothing in this policy restricts any mandatory rights or remedies available to you.
3.3 How to report a problem
Please contact:
Include your order number and a description of the problem.
Where reasonably necessary to identify or assess the issue, we may ask you to provide photographs or other relevant information.
Requesting this information does not remove or restrict your statutory consumer rights.
4. ITEMS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply where an exception established by applicable consumer law applies.
This may include, in particular:
- Goods made to the consumer's specifications or clearly personalised.
- Sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery, where the statutory requirements for this exception are satisfied.
For hygiene-sensitive products such as underwear or swimwear, an exclusion from the right of withdrawal will only be applied where the legal requirements for that exclusion are actually satisfied, including the existence and removal of any relevant hygiene seal where required.
A standard product is not considered personalised merely because it was sourced following an order, belongs to a new collection or was purchased during a promotion.
Any exclusion from the right of withdrawal does not affect your statutory rights where an item is faulty, incorrect or otherwise non-conforming.
5. CONDITION OF RETURNED GOODS
5.1 Trying on products
You may inspect and try on a garment to the extent reasonably necessary to establish its nature, characteristics and fit, in a manner comparable to what would reasonably be permitted in a physical store.
Trying on an item does not by itself cause you to lose your statutory right of withdrawal.
5.2 Diminished value
You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where permitted by applicable law, a proportionate deduction may therefore be made from the refund where the returned product has suffered diminished value as a result of excessive handling.
This may include, depending on the circumstances, products that have been:
- worn beyond what is reasonably necessary for trying on;
- washed;
- altered;
- damaged;
- stained;
- returned with make-up or self-tanner marks;
- returned with strong perfume, smoke or other odours.
Any deduction will reflect the actual diminished value and will not automatically amount to refusal of the entire refund.
6. HOW TO RETURN AN ITEM
6.1 Contact us
Please contact us at:
Include your order number and indicate the item or items you intend to return.
Contacting us helps us identify and process your return efficiently.
However, prior authorisation from SKLEYS is not a condition for exercising a statutory right of withdrawal where such a right applies.
6.2 Authorised returns address
Returns must be sent to:
Liu Peiyan
Phone: +86 13288815612
Building 2, No. 502-507 Yajing Youth Creative Space Nancun Town, Panyu District 511442 Guangzhou Guangdong China
6.3 Change-of-mind returns
For change-of-mind withdrawal returns where you are responsible for the direct return cost, we strongly recommend using a tracked shipping method and keeping your proof of postage and tracking information.
Please package the products appropriately to avoid damage during return transportation.
6.4 Faulty, incorrect or non-conforming products
If your return concerns a faulty, incorrect or non-conforming item, contact hello@skleys.com before arranging an international return yourself.
Where we are responsible for the lack of conformity and a return is necessary, we will provide appropriate instructions and bear the necessary return costs in accordance with applicable law.
7. REFUNDS
7.1 Refund deadline for withdrawals
Where you exercise a statutory right of withdrawal, we will reimburse the applicable amounts without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by applicable law.
7.2 Amount refunded for a withdrawal
Where applicable, we refund:
- the price paid for the returned goods; and
- the cost of our least expensive standard outbound delivery option where you originally paid an outbound delivery charge.
If you selected a more expensive delivery method, the additional amount attributable to that upgraded delivery method is not required to be reimbursed.
The direct cost of returning a change-of-mind withdrawal remains your responsibility where permitted and disclosed in accordance with applicable law.
7.3 Faulty or non-conforming goods
Faulty, incorrect or non-conforming products are handled separately from ordinary withdrawal returns.
The remedies, reimbursement and necessary costs applicable in those circumstances will be provided in accordance with the mandatory consumer conformity rules that apply to your purchase.
7.4 Refund method
Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original transaction.
You will not be charged a fee by SKLEYS solely for receiving a statutory reimbursement.
7.5 Customs on returns from outside the EU
For voluntary or change-of-mind returns originating outside the EU, customs duties, import charges or similar costs incurred solely because of the return may be treated in accordance with applicable law and any information provided to you before the return is arranged.
This provision does not reduce any mandatory rights relating to faulty, incorrect or non-conforming goods.
8. EXCHANGES
We do not generally offer direct exchanges.
If you would like another size or colour, you may return the original item where eligible and place a new order.
This does not affect any statutory remedy that may apply to a faulty or non-conforming product.
9. CUSTOMERS OUTSIDE THE EU/EEA
The EU/EEA statutory 14-day withdrawal regime does not automatically apply to consumers located outside the EU/EEA.
Customers outside the EU/EEA retain any mandatory consumer rights provided by the law applicable to their purchase that cannot legally be waived or excluded.
Faulty, incorrect or non-conforming items will be handled in accordance with applicable mandatory consumer law.
10. APPLICABLE LAW AND DISPUTES
10.1 Applicable law
These terms are governed by Spanish law.
For consumers, this choice of law does not deprive you of mandatory consumer protections that apply to you under the law that would otherwise be applicable.
10.2 Jurisdiction
Any dispute involving a consumer will be subject to the mandatory jurisdiction rules applicable to consumer contracts.
Where legally permitted in transactions that are not consumer transactions, disputes may be submitted to the competent courts of Cádiz, Spain.
10.3 Alternative dispute resolution
Consumers in Spain may also have access to legally recognised consumer dispute-resolution mechanisms, including the Consumer Arbitration System where applicable.
11. CHANGES TO THIS POLICY
We may update this policy from time to time to reflect legal, operational or business changes.
The version applicable to a purchase will be the version in force when the relevant contract was concluded.
Changes will not be applied retroactively in a manner that removes rights already acquired under an existing purchase.
12. CONTACT
SKLEYS
Website: skleys.com
Returns and Customer Claims: hello@skleys.com
Customer Service Hours: Monday-Friday 10:00-18:00 CET