This policy applies to orders placed with SKYLOOP BROTHERS LTD (company number 16484615) at skyloopbrothers.co.uk. It explains your right to cancel an order, how to return goods, and how refunds are handled. It does not affect your other statutory rights as a consumer.
Your 14-day right to cancel
For most orders, you can cancel your contract with us for any reason within 14 days of receiving your goods — you do not need to give a reason. To cancel, simply tell us clearly, for example by emailing contact@skyloopbrothers.co.uk with your order number and the item(s) you wish to cancel.
Once you have told us you want to cancel, you then have a further 14 days to send the goods back to us.
How to start a return
Email contact@skyloopbrothers.co.uk and include:
- your order number
- your name
- the item you are returning
- your reason for returning it (optional if you are simply exercising your 14-day cancellation right; required if the item is faulty, damaged, or incorrect, so we can resolve it properly)
We will confirm the return address and any next steps by reply.
Condition of returned goods
You may open and inspect goods as you reasonably would in a shop before buying them. However, if the value of the goods is reduced because you have handled them beyond what is necessary to establish their nature, characteristics and how they work, we may deduct an amount reflecting that reduction in value from your refund, where legally permitted.
Return method and postage costs
Goods should be returned securely, with proof of postage retained until your refund is confirmed.
If you are cancelling for any reason under your 14-day right (buyer's remorse), you are responsible for the direct cost of returning the goods to us.
If the goods are faulty, damaged in transit, or not what you ordered, we will cover reasonable return postage — contact us first at contact@skyloopbrothers.co.uk so we can arrange this before you send anything back.
Faulty, damaged or incorrect goods
If an item arrives faulty, damaged, or different from what you ordered, contact us at contact@skyloopbrothers.co.uk with your order number, a description of the problem, and photos where possible. Depending on the situation, we will offer a repair, replacement, or refund in line with the Consumer Rights Act 2015. Nothing in this policy limits or removes your statutory rights in respect of goods that are faulty, not as described, or not of satisfactory quality.
Refunds
Once we receive the returned goods (or evidence that you have sent them), we will process your refund within 14 days.
Refunds are made to the original payment method used for the order.
If you cancel your whole order, we will also refund the standard delivery cost you paid. If you chose an upgraded or express delivery option, we will only refund the equivalent cost of our standard delivery option — the difference between express and standard delivery is not refundable when you are simply changing your mind.
If the goods were faulty, damaged, or incorrect, we will refund the full delivery cost you paid, regardless of the delivery option chosen.
Your statutory rights
This policy is in addition to, and does not affect, your statutory rights as a UK consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Exceptions to the 14-day cancellation right
Some goods cannot be cancelled once unsealed or used, where this is required by law — for example, hygiene-sealed products (such as certain in-ear audio accessories) that have had their seal broken after delivery. Where an exception applies, we will make this clear on the relevant product page before you order. Exceptions never remove your rights in respect of goods that are faulty, not as described, or otherwise not of satisfactory quality.