Refund policy
At SkyCase, we value your satisfaction and aim to provide a reliable shopping experience. If for any reason you are not completely satisfied with your purchase, we offer a 30-day return policy from the date you receive your order.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Eligibility for Returns
To be eligible for a change-of-mind return, your item must be:
- In the same condition that you received it — unused and undamaged.
- In its original packaging.
- Accompanied by the receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at hello@skycase.com.au with your order number and the reason for the return.
Once your return request is approved, we will send you the correct return address and detailed instructions.
Important: items sent back to us without prior return authorisation cannot be accepted — please contact us before sending anything back.
Who Pays for Return Postage
- Faulty, damaged or incorrect items: SkyCase covers the return postage. We will send you a prepaid return label.
- Change of mind: the customer covers the cost of return postage. The original shipping fee is not refunded.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if your item is:
- Defective
- Damaged in transit
- Or not the item you ordered
Send a photo of the item and the packaging to hello@skycase.com.au and we will resolve it as quickly as possible — replacement or full refund, at your choice.
Exceptions
Change-of-mind returns cannot be accepted for:
- Items returned outside the 30-day window.
- Items that have been used, scratched, or damaged after delivery.
- Gift cards.
These exceptions do not apply to faulty items — your rights under the Australian Consumer Law always apply.
Exchanges
If you would like a different model, colour or backboard design, the fastest option is to return the original item first. Once the return is approved and processed, you can place a new order for the item you want.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. Returned items must be in the same condition as received.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since your return was approved and you have not received the refund, please contact us at hello@skycase.com.au.
Business Information
SkyCase operates under individual ownership and complies with Australian business regulations as a sole trader.
Business Type: Sole Trader
Email: hello@skycase.com.au
Registered Address: Lidcombe, NSW, Australia
We are committed to providing accurate product descriptions, clear return terms, and honest communication to ensure a transparent and trustworthy shopping experience for all our customers.