Refund policy

This section outlines our policy for returns and exchanges, especially for non-faulty goods.

  • Condition of Returned Items (for non-faulty goods):

    • For an exchange or refund of an unwanted (non-faulty) item, the product must be returned in unused, as-new condition, with original, unopened packaging, including all components and accessories. Items showing signs of use (e.g., mounted, heat-moulded, skated in, or worn) cannot be accepted for exchange or refund as they cannot be resold.

    • Our recommendation: If you are unsure about keeping an item, avoid using it (e.g., inserting bearings, attaching frames to boots) until you are certain, as this may impact your ability to return it.

  • Timeframe for Returns/Exchanges (for non-faulty stock items):

    • We accept exchanges or refunds for stock items returned within one month of purchase, provided they meet the unused, as-new condition criteria mentioned above.

    • A restocking fee may apply to subsequent exchanges of the same product.

  • Return Shipping (for non-faulty goods):

    • For returns or exchanges of non-faulty items, the customer is responsible for the cost of return shipping. Shipments must be prepaid and insured, as we are not responsible for loss or damage during return transit. We do not accept "freight collect" shipments.

  • Custom / Semi-Custom / Full Custom Boots:

    • Due to their personalised nature, we do not offer size exchanges, refunds, or returns for semi-custom or full custom skates (including MyBont and foot casting orders) simply because you change your mind or the fit is not as expected. It is crucial to carefully determine your correct size using our size chart and guidance before placing a custom order.

    • Order Cancellation for Custom Orders: Semi-custom orders generally cannot be cancelled after 72 hours, and full custom orders typically cannot be cancelled once production begins, as they are made to your specific requirements.

  • Processing Refunds/Exchanges:

    • Exchanges are processed within 5 days of receiving the returned item.

    • Refunds are processed within 1 week of receiving the returned product in new condition. Please allow 2-3 business days for refunds to appear on your payment method.

    • Original shipping costs are generally not refunded for non-faulty returns.

  • No Replacement for Damaged/Altered Items (user-induced):

    • No replacement will be accepted if an item has been damaged, altered, or modified by the customer in any way after purchase. This refers to damage not attributable to a manufacturing defect.

  • Discounted Products:

    • While some promotions state that discounted products are not returnable or exchangeable, please be aware of these terms when purchasing.

In the event of any disputes, our initial decision will be communicated. We reserve the right to make the final decision in such matters.

 

 

Refund Policy

 

This Refund Policy outlines your rights and our procedures regarding returns, exchanges, and warranties for products purchased from our online store.

 

Warranty Coverage

 

All products purchased from us are covered by a warranty against defects in materials and workmanship.

  • Warranty Period: Our skates and other items typically come with a 12-month warranty from the date of purchase. This warranty specifically covers manufacturing defects.

  • Proof of Purchase: A valid receipt or order number is required for all warranty claims.

What Our Warranty Does NOT Cover:

Our warranty generally does not cover issues arising from:

  • Normal wear and tear: The expected deterioration of a product through reasonable use over time.

  • Accidental damage: Damage caused by impacts, crashes, drops, or other non-manufacturing incidents (e.g., product involved in a collision, damage from heavy pressure, exposure to liquids, etc.).

  • Misuse or improper handling: Damage resulting from use that is not in accordance with the product's intended purpose or instructions (e.g., incorrect heat moulding, using unapproved accessories, unauthorised modifications).

  • Damage from external events: Issues caused by natural disasters or other unforeseen circumstances beyond our control.

  • Cosmetic damage: Minor scratches or abrasions that do not affect the product's functionality or structural integrity.

 

Making a Warranty Claim

 

If you believe your product has a manufacturing defect:

  • Purchases from Other Retailers: If you bought your skates product from a shop other than our online store, please contact that specific retailer directly with your receipt. Your contract is with them.

  • Purchases from Our Online Store: Please email us at ourskates.com@gmail.com with the following information:

    • Your order number.

    • Clear photographs of the problem. Please indicate the specific issue using arrows or descriptions.

    • Your full name, address, contact number, and the email address used for the order.

    • A brief description of when you purchased the item, what you were doing when the problem occurred, and the product's model number.